Daniel Mejia
Sahuarita
Summary
Expert in driving operational success and revenue growth through strategic leadership and effective operations management. Proven track record in process improvement, project management, and sales operations, with a focus on enhancing customer experience. Six Sigma Green Belt certified, skilled in business reporting and team leadership, leading to measurable performance improvements. Bilingual communicator with expertise in product management, training, and development, leveraging Salesforce for customer success.
Overview
16
16
years of professional experience
Work History
Sales Performance Manager
Intuit
Tucson
04.2023 - Current
- Drive the success of our third-party direct sales and lead pass programs within Customer Success. This involves managing performance and optimizing results through our Business Process Outsourcing partners, which include onshore, offshore, and nearshore teams.
- Partner and collaborate effectively with internal stakeholders, including Customer Success, Marketing, Sales, Onboarding, Product Management, Finance, and Analytics. Key responsibilities include providing performance updates and actionable insights, as well as managing incentive programs.
- Drive sales revenue by managing the day-to-day activities of Business Partners through daily, weekly, and monthly operational mechanisms (Op-Mechs).
Director of Operations
Startek
10.2021 - Current
- Managed business operations in a 350 -employee Startek call center, driving culture that mirrored company values thus drive performance both in a Remote and Brick & Motor environment.
- Overseeing all aspects of the call center operations including facility, IT, Recruiting, operations, and HR partnership.
- Supporting Leadership while managing Client Partnerships at the same time driving KPI’s.
- Adhered to P&L needs by monitoring operating expense and Budgets.
- Coaching and Developing talent thus strengthening bench and attracting talent.
Client Services Sr. Manager
Peak Support
Tucson
04.2022 - 04.2023
- Managing numerous accounts for a Business Process Outsourcing company, developing strategies, handling and solving client inquiries, establishing and maintaining an outstanding relationship, and developing solutions to deliver outstanding results.
- Manage clients from startup to a healthy performing stage, enhancing the relationship, stability, and program retention.
- Support Service Delivery Leadership, providing insight and strategy, thus driving performance and maximizing growth opportunities.
- Manage staffing requirements, P&L, contract negotiations, expenses, and invoicing.
Director of Retention
Fourlane
08.2020 - 08.2021
- Established and developed the Retention Department.
- Led the department retaining existing customers by building client relationships thus creating sales opportunities through client outreach.
- Established Training Curriculum.
- Created and document department processes and integrating into business needs.
- Managing staffing, forecasting requirements and sales targets.
- Generated over 3.6M in Retention Revenue and 1.8M in Sales.
- Identify Client Success opportunities and implement strategic initiatives.
SENIOR MANAGER
Intuit Inc.
07.2019 - 07.2020
- Led a high-value retention team and contributed to maximizing retention opportunities.
- Partnered with frontline leaders to create a culture of learning.
- Generated $54M+ retention revenue YTD, beating forecasted goals, after establishing new compensation structures and performance incentives.
- Manage overall operations to drive sales performance, developed policies and protocols to improve customer service and engagement, pipeline management, sales, and quality audits.
- Collaborated with senior analysts to optimize forecasting and meet staffing requirements.
- Created monthly sales targets for consultants and beat retention forecasts 7% during Covid-19.
- Seized acquisition opportunities, reporting actionable insights to leadership and marketing partners that elevated awareness and integrated customer feedback.
- Partnership with Development teams and specific Product Management to optimize Sales, Retention Opportunities and Customer Success.
SENIOR OPERATIONS MANAGER
Support.com
04.2017 - 07.2019
- Quarterbacked the Contact Center operation teams, igniting performance results, championing customer experience, and maximizing sales opportunities.
- Managed teams of salaried managers, supervisors and frontline associates virtually who deliver technical solutions and product up selling through customer service (300+ employees) via phone channels.
- Fostered client satisfaction and sustained relationships through positive client interactions a high level of performance.
- Enhanced net promoter score by 7% through service optimization, directed analytics team to identify and remediate performance gaps, and gathered customer feedback to improve coaching.
- Scaled the business by increasing staffing by 15%, growing the business and managing cumulative volume from the client; outperformed in sales and Net Promoter scores that earned the right of expansion from the vendor.
- Boosted YoY sales by 36% by crafting and implementing change initiatives including Change the Culture and Change the game, shifting sales organization culture and offering new forms of recognition.
- Led 86% of staff to exceed sales goals.
DISTRIBUTION CENTER AREA OPERATIONS MANAGER
HomeGoods
11.2015 - 04.2017
- Ensured safe and efficient warehouse facility operations by advocating safety training & awareness and aligning to proper work methods and safety and union standards.
- Promoted efforts to continuously improve cost-efficiency and facility performance.
- Built collaborative relationships across all levels of departments, earning buy-in and adoption of strategic solutions.
- Foster and reinforce a positive, collaborative environment that respects and values diversity.
- Led the network in shipped units during FY16 after introducing a second shift and maximizing efficiency.
- Met and exceeded network productivity goals first year in production through right-sizing, regulatory and safety compliance, and improved operational and cost efficiencies.
- Mentored and trained teams and contributed to maintaining a collaborative work culture.
OPERATIONS MANAGER & ASSISTANT GENERAL MANAGER
Sears Holding Corp.
01.2013 - 11.2015
- Oversaw complete operations of the call center, drove revenue growth, managed bottom-line expenses, and contributed to improving customer experience.
- Adhered to P&L needs by monitoring operating expenses.
- Shrunk attrition rates from 60% to just 16% by introducing a new training and certification program that led to a retention project.
- Raised conversion rates 6% through Salesmanship Training and reworking the new hire training curriculum.
- Directed daily facilities, HR, and training functions.
- Resolved escalated customer service agent issues.
INTERIM GENERAL MANAGER, CALL CENTER OPERATIONS
Sears Holding Corp.
05.2014 - 01.2015
- Managed business operations in a 900-employee Sears call center, creating and sustaining a culture that mirrored company values and direction.
- Drove continuous improvement efforts, identifying and executing innovative solutions, monitoring industry trends, and uncovering chronic issues.
- Built and managed relationships with matrix partners, peers, and business partners.
- Owned facility compliance and safety.
- Recruited and retained talent, contributing to interviewing processes and making hiring recommendations.
SALES AND SERVICE MANAGER
Sears Holding Corp.
05.2010 - 05.2013
- Cultivated customer loyalty and satisfaction through hands-on and strategic leadership of call center and web center customer service agents.
- Introduced departmental strategies to achieve goals.
- Recruited and developed talent, guiding new team members through hiring processes, ensuring alignment with policies and procedures, and championing top-quality performance.
Education
Health and Physical Education -
University of Arizona
Physical Education -
Pima Community College
Skills
- Process Improvement
- Incentive program design
- Business process improvement
- Project Management
- Sales Operations Management
- SaaS Sales
- Six Sigma Green Belt
- Business Reporting
- Team Leadership
- Performance Management
- Product Management
- Revenue Growth
- Training & Development
- Bilingual
- Communication
- Customer Success
- Vision
- Salesforce
Awards
- Dig It Awards 2012 – 2014, 2010, 2009
- WOW Awards: 2013 – 2014
- People’s Choice Awards 2007 – 2008
- 3 Grandes Awards
- Mission Possible Award
- Win Together 2020
- Learn Fast Recognition Award 2020
- Deliver Awesome Recognition Award 2020
Personal Information
Title: Operations Management Expert
Earlier Roles
- Regional Leader, Primerica Financial Services, 01/01/00, 12/31/04
- Training Embedment Manager, 01/01/06, 12/31/15
- Team Manager, 01/01/06, 12/31/15
Timeline
Sales Performance Manager
Intuit
04.2023 - Current
Client Services Sr. Manager
Peak Support
04.2022 - 04.2023
Director of Operations
Startek
10.2021 - Current
Director of Retention
Fourlane
08.2020 - 08.2021
SENIOR MANAGER
Intuit Inc.
07.2019 - 07.2020
SENIOR OPERATIONS MANAGER
Support.com
04.2017 - 07.2019
DISTRIBUTION CENTER AREA OPERATIONS MANAGER
HomeGoods
11.2015 - 04.2017
INTERIM GENERAL MANAGER, CALL CENTER OPERATIONS
Sears Holding Corp.
05.2014 - 01.2015
OPERATIONS MANAGER & ASSISTANT GENERAL MANAGER
Sears Holding Corp.
01.2013 - 11.2015
SALES AND SERVICE MANAGER
Sears Holding Corp.
05.2010 - 05.2013
Health and Physical Education -
University of Arizona
Physical Education -
Pima Community College