Resume, Vice President Sales Operations (Sales Ops), MA
Marci Reynolds
Framingham, MA • 508.633.5447 • marci@marcireynolds.com • salesoperationsblog.com
Vice President, Sales Operations
Sales operations executive known for outstanding ability to lead and develop people, processes and technology to create sustainable improvements in business results. Stimulate sales and optimize customer satisfaction levels by implementing strategic programs, embracing innovation, creating scalable processes and building cross-departmental partnerships. Successfully collaborate with C-level leadership to help establish organizational strategic direction and contribute to both short-term and long-term company goals.
Professional Experience
ACI WORLDWIDE, NEWTON, MA, 2010 to Present
“Global provider of electronic payments solutions for the world’s top financial institutions, retailers and payment processors”
Director, Operations: Global Help24 April 2010 to present
Lead the operations organization for a 7/24 global, software support, help desk.
• Drive alignment of people, processes and technology to achieve business objectives: Improve service levels, reduce backlog, improve customer satisfaction scores.
• Oversee high profile projects and programs including a Knowledge Centered Support (KCS) implementation, Salesforce.com upgrades and third party outsourcing initiative.
• Design and implement the strategy and roadmap for division technology including Salesforce.com.
• Rebuild a Help24 training function from the ground up.
MONSTER.COM, MAYNARD, MA, 2007 – 2009
“The leading global online careers property, B2B Internet Advertising division”
Vice President, North America Sales Operations 2008 – 2009
Led a multi-location, sales operations organization supporting 750 internal customers in Field, Tele and Web sales. Oversaw “go to market” strategy definition & implementation, sales technology including Siebel CRM, sales territory design, reporting/analytics, quotas, RFP response, sales policy and lead generation.
• Led “game changing” corporate initiative to transform sales coverage strategy: Revamped org structure, tripled field sales personnel, launched teaming model, implemented world class new hire training.
• Developed and implemented Sales Programs to drive new business including “Competitive Power Hours” and “Leads to Success” which generated more than $5M in sales revenue.
• Developed and implemented CRM data strategy to improve the quality and “sellability” of sales contacts.
Vice President, Healthcare Telesales & New Business Development 2007 – 2008
Led 50 Rep Sales and Lead Generation organization to achieve internet advertising sales, service and productivity expectations. Created forecasts and gap plans, aligned resources with greatest opportunities.
• Exceeded Healthcare Telesales sales quota targets with 108% in Q3’07, 110% in Q4’07.
• Delivered over 70,000 qualified leads resulting in more than $10M in new business revenue, for FY’07.
DELUXE CORPORATION, GROTON, MA, 1996 – 2007
“ A Fortune 1000 company, the leading check producer in North America and trusted advisor for products and services for financial institutions and small businesses” (Previously New England Business Service.)
Director of Sales Support & Sales Operations 2006 – 2007
Built and led successful 45 person, newly centralized Sales Support organization. Delivered sales tools/CRM, reporting/analytics, incentive/quota management, sales collateral & communication for more than 1,500 Sales Reps & Leaders in U.S. based call centers, outbound and field sales departments.
• Successfully implemented hosted Salesforce.com CRM solution, to replace in-house system and new SAP Quota & Sales Commissions software modules. Improved sales productivity and data accuracy.
Director of E-Commerce, Inside Sales/Service & Operations; Chiswick Packaging Division 2000 – 2006
Led three diverse areas of a $65M Deluxe subsidiary: Ecommerce Sales & Marketing 65 Rep Service/Sales Call Center and General Business Operations- considered “second in command”, reporting to President.
• Built Ecommerce division from the ground up. Hired technical and marketing staff. Designed and launched two new B2B catalog to Ecommerce sites. Managed SEO, SEM, Email Marketing.
• Completely transformed 65 Rep sales/service call center operations with focus on “people, processes and technology” which led to major improvements in client satisfaction, key metrics & employee morale.
• Led significant cross-functional quality improvement initiative, utilizing Six Sigma methodology, which reduced customer order errors for three consecutive years, by over 30%.
Manager, Outbound Sales and Account Management 1998 – 2000
Led 80 Rep, multi-location B2B Outbound Sales division to consistently achieve new and repeat revenue targets of approx. $12M per year. Teams were located in Groton, MA and Flagstaff, AZ.
• Designed, tested and implemented new sales lead and list programs to add to “sales arsenal”.
• Implemented “Directional Selling” sales methodology.
• Redesigned compensation plans. Determined quotas. Designed/implemented new CRM system.
Manager, Inbound Sales & Customer Support Call Center 1996 – 1998
Led 150 Rep inbound call center supporting Deluxe small business, catalog and web customers.
• Improved productivity, phone service levels and employee morale.
STAPLES INC., FRAMINGHAM, MA, 1996
“The world’s largest office products company”
Call Center Manager – Catalog Sales & Service January 1996 – November 1996
Led 150 Rep B2B/B2C inbound call center supporting Staples business and consumer, catalog customers.
• Partnered with HR to close MA call center and integrate operations within other North America locations.
THE BOSTON GLOBE/CNI, WALTHAM, MA, 1992 – 1996
“The most widely circulated daily newspaper in Boston and in New England”
Sales & Marketing Manager 1994 – 1996
Set direction, developed and implemented strategies to increase Boston Globe home delivery circulation. Leveraged direct marketing and sales techniques including bill inserts, direct mail and loyalty programs. Oversaw three location, 100+ Rep outbound sales team. Managed sales lists and crm technology.
B2C Telemarketing Manager 1992 – 1994
Education/Certification
• MBA, Concentration-Managing Operations and Technology, Bentley University, Waltham, MA
• Bachelor of Science Degree, Business Administration/Management, Northeastern University, Boston, MA. Graduated Summa Cum Laude.
• Knowledge Centered Support (KCS) Certified, Help Desk Institute (HDI), 2010
• Six Sigma Greenbelt, 2005
