Joe Shield Business Development Executive

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VP of Business Development

Vox Ventures

Sep 2023 - Oct 2024 (1 year 2 months)

As the VP of Business Development, I was responsible for hiring a digital marketing firm, recruiting experts in cybersecurity, telecommunications engineers, and software development specialists in AI and automation, as well as language experts. I also focused on developing commercial team members to enhance our enterprise business capabilities. Additionally, I utilized cold calling techniques to reach out to prospects and effectively engage them with our service offerings and solutions, thereby expanding our client base and fostering strong business relationships. Furthermore, I applied customer service skills by managing escalated client issues from B2B and B2C campaigns, ensuring that resolutions were provided in alignment with our client

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Regional Director Customer Development Americas

C2 Perform

Nov 2021 - Nov 2024 (3 years 1 month)

As the Regional Director of Customer Development for the Americas, I led expansion initiatives across the Americas and Caribbean, focusing on SaaS solution sales and business development. I developed and implemented commercial strategies that drove significant growth in the region. Additionally, I provided administrative assistance by setting weekly appointments and organizing travel itineraries for the COO in the LATAM region, ensuring seamless operations and effective communication within the leadership team. I also collaborated with the marketing department to enhance our website's SEO, ensuring it attracts the right demographics, which is crucial for our growth strategy. Furthermore, I tested updates on our generative AI model, contribu

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Managing Director

Global Commercial Services & Solutions

Nov 2018 - Current (7 years 6 months)

As Managing Director, I held full responsibility for the operational performance of financial investments and conducted comprehensive risk analysis to ensure optimal decision-making. My role involved overseeing all aspects of operations, driving strategic initiatives, and fostering a culture of excellence within the team. Additionally, I engaged in cold calling to reach out to prospects, effectively communicating our service offerings and solutions, which contributed to expanding our client base and enhancing our market presence. Furthermore, I utilized GHL (GoHighLevel) technology to streamline client interactions, demonstrating my adeptness with technology and enhancing our operational efficiency in managing client relationships. I also c

Manager

iQor Panama

Nov 2017 - Nov 2019 (2 years 1 month)

- Oversee Collections Campaigns for Fingerhut & Conn's, managing the complete process of Staffing, Recruitment & Selection, and implementing Incentives Programs. - Conduct Quality Audits and Daily Performance Reviews with Clients, ensuring high standards of service delivery. - Develop and facilitate Training Programming and Performance Coaching, while also managing the On-Boarding process for new staff using SAP. - Additionally, engage in Sales activities with both new and established clients, enhancing client relationships and driving revenue growth. - Take responsibility for Lead management in Panama City, Panamá, ensuring effective tracking and nurturing of potential business opportunities. - Utilized insights from business process

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Director of Business Development

ITS PTY Inc.

Apr 2016 - Apr 2017 (1 year 1 month)

As the Director of Business Development, I led sales activities focused on offering BPO-RPO services, ensuring effective performance management across various initiatives. I spearheaded care, sales, and engagement campaigns, implementing training best practices to enhance team effectiveness. Additionally, I provided technology recommendations for software and hardware partners, optimizing our operational capabilities. I successfully managed three key campaigns centered on care, sales, and engagement. Furthermore, I contributed to nurturing content development by providing tailored content for the marketing department, which was utilized in specific campaigns to enhance our outreach and engagement efforts. In my role, I also utilized my skil

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Director Of Operations

Kontact Art

Sep 2014 - Jan 2016 (1 year 5 months)

As the Director of Operations, I was responsible for the forecasting, planning, and execution of growth plans for service offerings and products. I developed and facilitated training workshops focused on care, sales, collections, and retention, ensuring that staff were well-equipped to meet organizational goals. Additionally, I led talent acquisition efforts for both internal and external clients through Recruitment Process Outsourcing (RPO), while also recommending and implementing technology solutions to enhance operational efficiency. My role involved coaching, motivating, and developing staff to foster a high-performance culture, alongside budget development aimed at supporting growth initiatives. Furthermore, I engaged in cold calling

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Director of Operations of Americas

Benefits Solutions LLC

Oct 2013 - Sep 2014 (1 year)

As the Director of Operations of Americas, I led the implementation of a Virtual Service Contact Center, overseeing the complete Talent & Acquisition process (RPO) for both internal and external candidates. I drove the implementation of sales goals, ensuring alignment with overall business objectives, while developing and nurturing the sales team to foster a high-performance culture. I provided technology recommendations and implemented solutions to enhance operational efficiency, managing performance through daily, weekly, monthly, and quarterly shareholder meetings to ensure transparency and accountability. Engaging in cold calling, I reached out to prospects, effectively promoting our service offerings and solutions, which contributed to

Sr. Operations Manager

Sitel

Jun 2012 - Apr 2013 (11 months)

As a Sr. Operations Manager, I managed performance for 18 supervisors overseeing 400 sales, care, chat, tech, and quality agents, with a strong focus on talent acquisition and development. I implemented best practices to enhance customer satisfaction (CSAT) and created, monitored, and deployed incentive programs. Conducting daily, weekly, monthly, and quarterly meetings ensured alignment and progress towards our goals. I forecasted, planned, and executed growth strategies, successfully scaling the team from 230 to over 400 employees. Engaging in cold calling allowed me to reach out to prospects in the region, effectively promoting our service offerings and solutions, which contributed to overall operational success. Additionally, I managed

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Director Of Operations

Arrow Contact Solutions Inc

Jun 2009 - May 2011 (2 years)

As the Director of Operations, I led the implementation of call center strategies to generate new business opportunities and enhance performance management across various sectors, including Real Estate and startup SaaS technology (IQX) and outsourcing. I oversaw the operations at Windsor Mortgage Holdings Limited LLC and Manana Media, ensuring effective sales and engagement through a dedicated team of agents in care, collections, and sales. I managed the complete talent acquisition cycle (RPO) in collaboration with internal and external partners, facilitating daily and weekly meetings to review performance metrics and drive continuous improvement. Additionally, I provided training for agents and US Regional Directors, optimizing our Sugar C

Operations Manager

LG Electronics

May 2007 - May 2009 (2 years 1 month)

As an Operations Manager, I managed the operations of three departments within the HA/HE/Canada Cellular warranty division, focusing on forecasting and making recommendations for call volume and staffing needs. I oversaw talent acquisition and performance management for a team of four supervisors and 80 agents, creating and deploying motivational and incentive programs to enhance team engagement and productivity. Additionally, I developed sales skills among staff to improve overall performance and customer satisfaction while implementing incentive campaigns aimed at increasing performance metrics across the board. I utilized CRM tools to effectively manage all client interactions, ensuring a streamlined communication process and enhancing c

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Operations Manager/Incentive Project Manager

Foundever Panama, Sitel

Aug 2002 - May 2007 (4 years 10 months)

As an Operations Manager/Incentive Project Manager, I reviewed operational statistics for seven campaigns, focusing on performance management across Care, Sales, Engagement, Collections, BO, and Airline sectors. I created, monitored, and deployed the Incentive Program for all employees (R2S), ensuring alignment with Talent Acquisition and conducting QA calibration for Care, Sales, BO, and Engagement campaigns. Engaging in cold calling, I reached out to prospects in the region, effectively promoting our service offerings and solutions, which contributed to enhancing overall campaign performance and employee engagement. I utilized SaaS platforms daily for generating reports and facilitating communication with staff across the seven different

Joe Shield

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