PROFESSIONAL SUMMARY
Results-driven Sales Operations Manager with over 10 years of experience leading appointment-setting, sales, and customer service teams across SaaS, real estate, healthcare, insurance, education, and BPO environments.
Experienced in scaling call center operations, enforcing KPIs, improving conversion rates, and maintaining strong CRM and quality standards. Hands-on leader with a strong background in hiring, training, coaching, and performance management in high-volume sales environments. Known for building reliable systems, developing people, and delivering consistent results.
CORE STRENGTHS
Sales operations and call center management
Appointment setting and lead qualification
KPI tracking, reporting, and performance coaching
CRM pipeline management and automation
Speed-to-lead and follow-up systems
Hiring, onboarding, and team certification
Script adherence and quality control
Cross-industry sales experience (US and AU markets)
PROFESSIONAL EXPERIENCE
Sales Operations Manager – Wellife | Sydney, Australia
2024 – Present
Own end-to-end sales and appointment-setting operations
Built KPI dashboards to track conversion rates, contact rates, and show rates
Improved lead conversion and reduced overall sales cycle time
Enforced CRM accuracy, follow-up discipline, and performance standards
Led hiring, onboarding, coaching, and ongoing quality assurance
Sales Manager – Real Estate Division (US) | Columbus, Ohio
2023 – 2024
Led and coached appointment setters and sales teams
Managed daily KPIs, pipelines, and forecasting
Conducted call reviews and improved scripts and follow-up processes
Consistently exceeded quarterly targets
Coordinated closely with acquisition managers to ensure lead quality and clean handoffs
Tools used: Mojo Dialer, CallTools, RingCentral, Podio, REI Reply, Salesforce
Sales Manager / Director – STP / TSM (SaaS) | Australia
2021 – 2023
Managed and coached more than 15 offshore client-facing agents
Oversaw full-cycle SaaS sales operations
Improved objection handling, discovery calls, and closing performance
Strengthened CRM hygiene and reporting accuracy
Aligned sales and marketing workflows through automation tools
HEALTHCARE & INSURANCE EXPERIENCE
Healthcare Insurance Trainer and HR Recruiter
2023 – 2025
Trained new and existing agents on healthcare, auto, and home insurance products
Delivered onboarding programs focused on compliance, product knowledge, and communication
Conducted screening and interview assessments, including English communication evaluation
Managed full recruitment lifecycle from sourcing to onboarding
Maintained detailed CRM records and ensured compliance with data protection regulations
Systems used: Salesforce, Zoho Recruit, BambooHR, Excel, PowerPoint
EDUCATION & OPERATIONS LEADERSHIP
Operations Head Manager / Head Teacher – ScoreFactory Korea
2018 – 2023
Led academic and operational teams focused on IELTS preparation
Managed teacher performance, curriculum planning, scheduling, and payroll coordination
Developed customized learning plans to improve student outcomes
Built a performance-focused culture centered on results and professional growth
Seven years of experience in ESL instruction, curriculum development, and leadership
EARLY CAREER
Customer Service and Technical Support Trainer - Comcast
2012 – 2017
Trained support teams on technical troubleshooting and customer experience standards
Improved KPIs, quality scores, and onboarding effectiveness
Supported recruitment, coaching, and certification of new hires
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