General Studies, General Studies @
Gardiner Area High School
Experienced Contact Center Sales Manager, Site Director and multi site Process Consultant & Sales Strategist. Highly execution oriented & structured management style, with a devoted focus on leading through vision, inspiration and development. Proven track record of outstanding success in sales and operations management over the last 15 years. Extreme focus on associate engagement and associate morale.
Experienced Contact Center Sales Manager, Site Director and multi site Process Consultant & Sales Strategist. Highly execution oriented & structured management style, with a devoted focus on leading through vision, inspiration and development. Proven track record of outstanding success in sales and operations management over the last 15 years. Extreme focus on associate engagement and associate morale. Highly skilled public speaker and motivator.
Sales & Operations Management Multi-Campaign Management Policy & Procedure Development
Script Design & Implementation Project Management Dialer Strategy
Franklin Covey - 4DX Certified Leadership Development
New Technology Implementation
Director- Memphis Contact Center/Customer Care Center @ After serving as in the capacity of Business Process Consultant & being in charge of Sales Strategy across the 5 Contact Centers for Terminix for 7 months, I was given the great opportunity to transition into the role of Director of our Memphis Contact Center location.
Our Center is comprised of associates across 3 lanes of business (Customer Service, Sales & Retention). We have a total of 10 campaigns with a Supervisory team of 15 people, 2 Center Managers and 4 coaches. We have a headcount of approximately 230 associates, From 2015 to Present (less than a year) Greater Memphis AreaBusiness Process Consultant- Sales Strategy @ Responsible for Contact Center Sales strategy across 5 national contact center sites including Inbound sales, Digital/Web sales, Outbound upsell, Customer Winback & various other campaigns that provide $95 Million dollars in revenue. Tasked with transforming sales environment with a focus on improving associate attrition rates, customer experience, maximization of labor and a clear progression/career path for associates. Developed, modeled & implementation of associate commission plan. Involved in redesign of company contact center associate training program. Responsible for development & implementation of company Management development program. From 2014 to 2015 (1 year) Senior Sales Manager @ From 2014 to 2014 (less than a year) Tampa/St. Petersburg, Florida AreaInterim Contact Center Director & Digital Sales Manager @ Responsible for Contact Center staff of 250 Associates- Including Sales & Customer Service Campaigns Oversaw Contact Center sales performance increasing from 45M in 2012 to 70M in 2013.
Increased Digital team close rate from 22% in 2012 to 32% in 2013.
In 2013, digital sales team (ALOE) performed at a higher level then sister brands & historical TruGreen levels
Managed every campaign in Center (Inbound Sales, ALOE, QA, Reporting & AHS)
Highest Associate Engagement Survey scores for the whole of TruGreen (2012)
Won yearlong 2012 & 2013 Contact Center Sales Blitz From 2012 to 2014 (2 years) Tampa/St. Petersburg, Florida AreaDirector of Operations @ Win-Share Business Services was a cost recovery/savings based firm. We worked with Business owners and executives to identify and help them benefit from 100+ local, state and Federal programs. These programs are designed to reduce their costs and increase their profit margin. As the Director of Opeations at Win-Share, I worked hand and hand with our clients and our Savings consultants to ensure client satsifaction and optimize results. We expanded and grew on a National level. From 2008 to 2012 (4 years) Call Center Manager/Director of Operations @ Company was a student lending/student loan consolidation organization. Handled all aspects of operation from HR (Hiring, firing, policies), IT (handling of phone system/dialer), Training and Development of Sales associates and Supervisor, Number analysis, Relationships with lending partners. During time at EduCare, We experienced extreme growth in sales volume and success. From 2005 to 2008 (3 years)
BS, Business @ Springfield College From 1994 to 1998 General Studies, General Studies @ Gardiner Area High School From 1990 to 1994 Eric Millett is skilled in: Workers Compensation, Credit Cards, Sales, Tax Credits, Human Resources, Small Business, Analysis, Management, Employee Benefits, Time Management, Call Centers, Team Building, Finance, Leadership, Contact Center Operations