Management professional with proven track record in maximizing volume and revenue.
Experienced in sales, call center, customer service, operations, collections,
origination and finance.
Small business development
Product line expansion
Business operations organization
Regional Sales and Operations Manager03/2014 to CurrentForwardline FinancialWoodland Hills, CA
Manages all aspects of the sales and operations while fostering a
consistent culture of customer service excellence and collaboration.
Develops a business
plan and sales strategy for the market.
Monitors the sales market, including competitor's product,
product trends, and changes in technology impacting products.
continuously improves business development process including lead generation, lead
follow up, quotations preparation, pricing strategy, quotation follow up, closing
Interacts with customers should an
escalation arise due to customer service standards not being met by representative.
Assigns specific account responsibility to sales personnel based on expertise and knowledge of products and services.
conjunction with Operations, Quality Assurance, Underwriting/Finance and Processing
departments to insure company goals are achieved while identifying product
enhancements in favor of both the representatives and company alike.
Call Center Operations Manager02/2007 to 03/2014JPM ChaseChatsworth, CA
Responsible for the production team to ensure the unit objectives and standards were met
Oversaw call center functions and duties to ensure agents were
knowledgeable, professional and courteous at all times during live phone calls with
Maintained all Sales and Customer Relations KPIs focused particularly on
efficient call handling.
Compiled and analyzed statistical data relative to unit productivity
based on inbound and outbound call flow in order to identify inefficiencies rapidly and to
further drive production and quality calls on a monthly basis.
concerning policies and procedure adherence for all agents.
Allocated resources, planed
work schedules, and assigned call flow accordingly.
Implemented training programs for
new staff members, conducted call performance reviews, and made recommendations
regarding corrective actions and if needed dismissals.
Identified problems/issues to provide methodical solutions, while
maintained a sense of urgency within the center itself.
Regional Sales Manager of European Market02/1997 to 02/2007ASET IncLos Angeles, CA
Managed Sales and Operations in Greece, Turkey, Italy and Russia.
Worked in conjunction with CEO managing all areas of European business.
Communicated, successfully promoted programs aimed at increasing sales.
Maximized company profits through inventory management.
Maintained efficient systems for receiving stock shipments from US.
Hired, trained, coached and motivated the European team.
Improved profitability by managing controllable expenses
Communicated and collected accounts receivables as necessary.
Education and Training
Bachelor of Science: Business ManagementUniversity of YerevanBusiness Management
Leadership, Sales management, New Business Development, Organizational Skills, Project Management, Market Growth, P & L Management, Public Relations, Purchasing, Quality Management, Operations Management, Budget Development, Team Building, Vendor Negotiations, Inventory Control, Employee Scheduling, Facility Management, Expense Control, Strategic Planning, Human Resources Leadership, Time and Resource Optimization.