Joe Piechura

About Joe Piechura

I am an accomplished director-level business management professional with extensive…

Experience

1. Director - Sales, Analysis & Business Strategy

   Mobilehelp

   Feb 2014 — Present

   Oversee the day-to-day operations of the call center, working with the management team to drive performance management, proactively identify emerging trends, and establish call center goals and objectives.\\\\n• Develop statistical models to optimize staffing levels, sales force productivity, and scheduling effectiveness.\\\\n• Maintain full responsibility for the marketing budget valued at $24M in addition to market research, competitive scanning, and product pricing while driving a go-to-market approach leveraging data-driven decision-making.\\\\n• Design and manage the IVR, quality monitoring, and workforce management.\\\\n• Serve as Director for Business Strategy for Call Center activity, leading strategic operational analyses, volume management, real-time reporting, email alerts, real-time monitoring, scheduling, dialer campaigns, Do Not Call list management, and workforce management.\\\\n\\\\nNotable achievements while in the position have included:\\\\n- Selected as a valued member of the MobileHelp Extended Leadership Team.\\\\n- Led sales growth increase of 4-times previous marks over 3-years and upselling initiatives that produced 19-times revenue growth over 4-years.\\\\n- Created performance-driven compensation for a team comprised of 50+ sales representatives and 100+ customer service representatives to drive performance improvements.\\\\n- Drove cost savings through improved operational efficiencies, including IVR and queue design, occupancy, and scheduling efficiencies.\\\\n- Implemented and led Sales Smart Lead Distribution Acquisition Strategy combining telemarketing, email, and chat methodologies, which increased lead to sales by 20%.\\\\n- Improved customer retention rates by 15% and identified the top reasons for customer churn and \"at-risk\" customer segments.\\\\n- Created and manage the company’s “5 Minutes to Change the World,” which allows employees to present an idea to the Executive Team.\\\\n\\\\n

Education

• Florida Atlantic University

  Bachelor of Arts - BA, Finance

• Florida Atlantic University

  MBA, Executive Master of Business Administration