Jan 2024 – Present · 2 yrs 4 mos · Jacksonville, Florida, United States · Hybrid

• Achieved 117% of annual sales targets, by establishing clear KPIs, rigorous pipeline management, and disciplined performance tracking.
• Recruited by CEO to build and lead a high-performing Sales organization strategically cross-selling Fanatics Betting and Gaming services into adjacent Fanatics properties and upsell existing customers into the VIP Program.
• Hired, trained, and licensed a sales team capable of achieving aggressive revenue targets while ensuring compliance with gaming regulations and industry standards.
• Designed and implemented all go-to-market processes, including goal setting, CRM optimization, compensation structure, and ongoing training programs to ensure alignment with corporate objectives and long-term growth.
• Expanded skill set and contributions by instituting a 7-day coverage calendar and leveraging Customer Service to create a seamless feedback loop, reduce churn, and identify upsell opportunities.
• Established and oversaw a dedicated Sales Account Management team to nurture ongoing relationships with top-tier clients, driving upsell opportunities and improving long-term account growth.

Jan 2022 – Jan 2024 · 2 yrs · Jacksonville, Florida, United States · Hybrid

• Achieved industry-leading CX performance, hitting 95%+ service level adherence and reducing average response time by 30%, while scaling operations to 200+ FTE across U.S. and offshore hubs.
• Built CX organization from the ground up with 200+ FTE across the U.S. and offshore hubs.
• Launched onboarding and training frameworks to accelerate ramp and reduce attrition.
• Collaborated with Product, Sales, and Tech teams to align service delivery and customer lifecycle strategy.
• Improved first contact resolution and reduced response time through AI chatbots and real-time analytics.
• Developed career progression models and mentorship programs to enhance employee engagement and performance.

Jan 2020 – Jan 2022 · 2 yrs

• Delivered consistent double-digit growth, achieving 110%+ to revenue targets annually while managing a $1.2B portfolio and driving $85M in new revenue through disciplined KPI tracking and performance management.
• Negotiated multimillion-dollar contracts ($1M-$200M), expanding customer lifetime value and retention.
• Reengineered territory strategy and account alignment to increase wallet share and reduce sales cycle time.
• Drove executive-level relationships across Fortune 100 accounts.
• Introduced performance dashboards and pipeline visibility tools to improve forecasting accuracy and sales accountability.
• Aligned with cross-functional leadership (Marketing, Ops, Product) to unify messaging and customer expansion strategy.

Feb 2013 – Jan 2020 · 6 yrs 11 mos

• Consistently exceeded sales performance benchmarks, driving 120%+ attainment across national inside sales teams while delivering double-digit YoY revenue growth.
• Developed national GTM playbook, establishing inside sales as a primary revenue engine.
• Scaled pipeline volume by 40% YoY via segmentation, lead scoring, and channel optimization.
• Aligned sales ops, enablement, and marketing to streamline campaign execution and accelerate conversions.
• Recruited, trained, and retained top talent, increasing productivity and reducing turnover.
• Implemented KPI rigor and dynamic territory assignments to elevate rep performance and lead coverage

Aug 2013 – Jan 2020 · 6 yrs 5 mos · United States · On-site

• Founded and scaled an eCommerce distribution business specializing in gas station and convenience store merchandise, growing company value from $50K to $10M in net worth.
• Directed end-to-end operations, including vendor selection, supply chain management, marketing, sales, finance, accounting, payroll, distribution, and customer service.
• Negotiated rates and contracts with vendors, managed purchasing decisions, and coordinated inventory receiving to ensure cost efficiency and timely stock availability.
• Oversaw warehouse operations, inventory organization, and implemented quality assurance protocols to maintain product standards.
• Analyzed financial and sales reports to identify trends, led strategic meetings to address performance gaps, and implemented new operational policies to improve efficiency and profitability.

Jan 2010 – Jan 2013 · 3 yrs · On-site

• Drove national sales and service performance, consistently achieving 110%+ of revenue targets across a $1B+ portfolio while sustaining industry-leading CSAT and employee engagement scores.
• Oversaw 500+ sales and support employees across multiple sites, enhancing leadership capabilities and reducing employee turnover by 20%.
• Named top sales leader for 3 consecutive years; launched training programs resulting in 20% faster employee ramp-up.
• Pioneered 'Service Center of the Future' initiative, driving cultural and operational transformation.
• Led initiatives to boost employee engagement, ESAT, and NPS across all service lines, significantly improving CSAT and sales conversion rates.
• Partnered with senior leaders to identify skill gaps and implemented targeted coaching initiatives.
• Created standardized training materials and knowledge-sharing resources, ensuring a consistent customer experience.

Oct 2007 – Jan 2010 · 2 yrs 3 mos · On-site

• Oversaw 30+ sales and support employees across multiple sites
• Delivered 15% YoY revenue growth by improving customer segmentation and cross-functional sales alignment.
• Named top sales leader for 3 consecutive years; launched scalable training programs reducing ramp by 20%.
• Pioneered the “Service Center of the Future” initiative, combining cultural and operational transformation.
• Led enterprise-wide initiatives to boost employee engagement, ESAT, and NPS across all service lines.

Jan 2003 – Oct 2007 · 4 yrs 9 mos · On-site

• Designed and delivered leadership development and sales training programs, improving frontline employee performance and accelerating time-to-productivity for new hires.
• Partnered with senior leaders to identify skill gaps and implemented targeted coaching and training initiatives, resulting in measurable gains in CSAT and sales conversion rates.
• Created standardized training materials and knowledge-sharing resources, ensuring consistency in customer experience across multiple teams and locations.
• Facilitated workshops and one-on-one coaching to enhance leadership capabilities, improve team engagement, and reduce employee turnover.

Sep 2001 – Jul 2003 · 1 yr 10 mos · Jacksonville, Florida Area · On-site

• Managed Florida-wide account operations, increasing SMB adoption of payroll and HR technology.
• Acted as a player-coach, joining reps in high-value account negotiations.
• Streamlined operational workflows, reducing cycle times by 15% and improving service quality.
• Built long-term relationships with SMB and family-owned accounts, improving retention and upsell.
• Managed payroll ops for 500+ clients weekly with 98% on-time delivery.
• Streamlined workflow, cutting payroll cycle time by 15%.
• Partnered with IT and compliance to improve accuracy and automation across payroll functions.
• Launched operational playbooks and client onboarding enhancements to reduce support ticket volume.