Spearheaded a three-part team encompassing Sales, Training, and Support, driving renewals and managing a high-value merchant portfolio ranging from $20K to $500K (peak deal $535K). Orchestrated daily sales operations, coached closers, partnered with trainers to elevate performance and strengthen client retention. Designed and implemented onboarding and upskilling programs. Founded and led a new department focused on reactivating inactive and dormant merchants. Maintained oversight of the Roaming NAE role, managing key accounts during team PTO to ensure continuity of service. Transitioned to full-time National Account Executive role, successfully renewing and expanding key high-ticket merchant relationships.

Promoted to lead training within 18 months. Designed and launched first instructional materials, scripts, and playbooks for Existing Business Sales team. Conducted post-COVID training sessions to upscale department performance. Covered National Account Executive operations, leading to creation of Roaming NAE role reporting to me. Collaborated with Director and Senior Manager in key decision-making and policy development as part of department leadership triad.

Instrumental in establishing company’s first Quality Assurance department. Co-developed performance metrics and evaluation processes for sales teams. Regularly assumed acting management duties, leading QA operations and departmental meetings to maintain quality standards and drive team performance.

Converted inbound leads into recurring supplement subscribers with upsells and cross-sells.

Taught English and professional communication skills to improve fluency and employability in contact center roles.

Consistently exceeded generation and closing targets by driving new and existing business across public and private sectors. Conducted client assessments using BANT framework to qualify and convert leads.