Adam D.

Experience

• 

  Center Partners

  Jan 2002 - Jan 2013

  •Developed communications process for improved, real-time queue management in contact center environment•Act as support group’s operational liaison for improved dissemination of queue strategies as developed by senior managers. •Created career development and training plans for staff of 7 analysts across 3 sites Led up to 13 Telesales Supervisors to lead 200+ seat foundation accounts that consistently outperform the competitive sales network in sales and staff retention. Primarily responsible for sales performance in consumer and B2B channels. •Successfully moved the operations to satellite locations as seasonal volume demanded to provide additional capacity for foundation account.• Achieved a 10% increase in sales of B2B accounts over previous 8 months •Expertly launched the operations of outbound retention sales Multiple accounts

  • Workforce Manager

    Jan 2012 - Jan 2013

  • Inbound Telesales Operations Manager

    Jan 2010 - Jan 2013

  • Sales Team Manager

    Jan 2009 - Jan 2010

  • Supervisor/Sr. Supervisor

    Jan 2002 - Jan 2009
• 

  Qualfon

  Jan 2013 - Jan 2014

  Operations Director

  Responsible for overall performance of client's entire contact center vertical where we manage entire life-cycle of the leading DVR brand's; Sales, Level 1, 2 & 3 Support, Executive Relations, Chat, and Social Media.

• 

  Qualfon

  Aug 2014 - Oct 2016

  Director, Client Relations

  •Ensuring excellent service delivery through the coordination of internal Operations and Support teams.•Leveraging embedded pipeline to add value to client relationship, generate revenue, and protecting client costs•Act as a client advocate and consultant•Create strategic account plans that leverage functional support areas and add value for our client

• 

  Rise Broadband

  Nov 2016 - Feb 2018

  • Sr. Director of Contact Center

    Apr 2017 - Feb 2018

  • Director of Contact Center Sales

    Nov 2016 - Apr 2017
• 

  The TJX Companies, Inc.

  Feb 2018 - now

  Contact center operations for TJX Digital

  • Manager of Digital Customer Service

    Nov 2018 - now

  • Customer Service Manager

    Feb 2018 - Nov 2018