director business insights and analytics resume example with 17+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary

Started career as entry level Sales Associate and achieved Director level position. Visionary Leader with a proven track record in developing and guiding performance based, cross-functional teams in design, launch and optimization of sales strategies across multiple contact channels. Extensive experience leading business operations in planning, budgeting and implementation of business solutions driving operational efficiencies, greater customer engagement, and increased revenue. Analytics leader skilled at providing data insights and strategic recommendations that add significant value to the organization.

Core Competencies
  • Process redesign and change management
  • Team building and leadership
  • Business Growth and Retention
  • PNL Management
  • Sales
  • Business and Technical Analysis
Instituto Panamericano Panama, Republic of Panama, Expected in 12/1984 Bachelor in Science And Liberal Arts : Political Science And Government - GPA :
Selected Achievements
  • Led cross-functional team that launched Contact Center technology including IVR call routing, outbound calling, on-line chats and emails at Lumber Liquidators.
  • Introduced CRM lead management technology that increased B2B sales from $12M to $138M or 1050% annually at Lumber Liquidators.
  • Improved net operating profit for B2B units from 11% to 28%.
Work History
Delaware North Companies - Director, Business Insights and Analytics
Cheektowaga, NY, 04/2018 - Current

Led "go-to team" in finding solutions to complex business problems related to B2B. Analyzed customer behavioral segmentation that led to changes resulting in double digit revenue growth.

  • Created customer segmentation schemes, including segment definition, data mining, segment performance reporting, measurement and analysis, providing business key insights on segment profitability. This data enables key insights on segment profitability.
  • Led KPI development and tracking, across Lumber Liquidators' Installation and Pro business units, providing insights leading to reductions in operating costs.
  • Assist company executives during decision-making process by compiling daily reports to suggest corrective action. Create tracking reports to effect change where needed.
Evolytics - Director, TeleSales
Kansas City, MO, 05/2015 - 04/2018

Directed activities of 100 people with an expense budget of $3 M, and annual revenues of $174 M, 2 years after starting the position.

  • Directed activities of Contact Center operations, including developing and implementing operating policies and procedures.
  • Established workforce management team; guiding optimization of workforce across different business units; improving customer satisfaction scores by 33 bps.
  • Monitored and revised incentive plans to drive desired behaviors across sales organization to achieve performance standards and goals.
  • Directed optimization of trade show/lead generation strategy for B2B. Result was improvement of conversion rate by 122 bps and 37% increase in revenue per lead.
Thi E-Commerce - Sales Manager
Canton, OH, 01/2012 - 05/2015

Effectively managed day to day operations of Inbound sales team, consistently delivering greater than 15% over objective.

  • Coached employees in successful selling techniques, cross-selling, upselling, effective negotiation, overcoming objections.
  • Developed agent on boarding training material reducing turnover by 10%.
  • Developed operating metrics for Inbound and on-line sales teams. Implemented by-weekly supervisor review process resulting in positive performance to plan through tenure with team.
  • Identified, hired and trained staff by teaching best practices, procedures and sales strategies.
Lumber Liquidators, Inc. - Sales Team Supervisor
City, STATE, 02/2004 - 01/2012

Started with Lumber Liquidators as sales agent, moved to Team Lead, and became Supervisor in 2008. Supported daily management of Inbound sales agents meeting and exceeding monthly and annual objectives by 18%. Achieved results through:

  • Administered annual budget with effective controls that prevent overages, minimize burn rate and support sustainability objectives.
  • Building strong team by recruiting and developing top sales talent.
  • Refining workflows to better capitalize on individual strengths, reduce hold times, and improve customer experience.

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Resume Overview

School Attended

  • Instituto Panamericano

Job Titles Held:

  • Director, Business Insights and Analytics
  • Director, TeleSales
  • Sales Manager
  • Sales Team Supervisor


  • Bachelor in Science And Liberal Arts

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