Senior Sales Operations Manager (Jul 2016 – Mar 2021)

Led 120 Sales Representatives and 8 Supervisors across four departments, providing operational leadership, coaching, and performance strategies that drove rapid team growth and high-impact results. I collaborated with Business Intelligence and Workforce Management to analyze data, refine hiring decisions, and optimize sales performance. I transitioned the Billing Department team from a renewal-based to a new sales model, tripling new daily sales per rep—from $500 to $1,500—through strategic process changes, a revised bonus structure, and smarter routing. These changes generated $36M in annual revenue across 600,000 interactions. I spearheaded a hiring initiative that doubled the Inbound Sales team, onboarding 200 reps in just four months, and developed a leadership program that produced 40 new Supervisors over two years. Our “Trigger Coaching” model became a company-wide standard for accountability and performance tracking.