Enri M.

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