Lauren Bailey, Factor 8 President
A fourteen-year veteran of the call-center industry, Lauren has participated in the launch of over twenty sales call centers throughout America, Europe, and Asia. With experience as both a sales leader and training leader for direct and outsourced call center businesses, she speaks the language of call center performance.
Serving as the Global Call Center Training Director of German software giant SAP, she designed the new sales agent training strategy and curriculum for the company’s first foray into telesales and the SMB market cutting time to competence by 40% compared to field agents.
As Director of Sales for an American BPO, she managed a sales budget of over $130M USD and six lines of business in inbound, outbound, chat, and web-driven business.
As the Director of Training for a local 800-person call center, her team was known for revamping new hire training and recovering over $150 million of additional top-line revenue by getting agents to the floor sooner and achieving sales targets faster.
Now the owner of performance-improvement company Factor 8, Lauren helps clients around the World start up and renovate sales forces and build the leadership pipelines necessary to sustain results.
Lauren is proud to serve as the 2011 President of American Association of Inside Sales Professionals, Phoenix. Click below to learn more!
Kathleen Liles, Factor 8 Partner
Kathleen is an seasoned training and sales professional with extensive experience in helping students and clients acquire new skills and integrate them productively into their working environment. She has 20+ years of experience designing and delivering training in the Americas, Europe, and Asia on various subjects including: customer service, sales, manager development, time management, and understanding communication and behavioral styles. Complementing her training expertise, Kathleen is also experienced in Organizational Development including organizational design, defining skill requirements, performing gap analysis, and designing training curriculum to support the organization’s goals.
Kathleen’s professional experience includes positions with Fortune 500 as well as start-up companies. She has served in capacities such as account sales representative; channel sales manager, training development and delivery, change management and readiness, service quality and communications manager.
Everyone's favorite coach, Kathleen excels at helping sales teams apply new skills and managers drive performance.
Steve Sharr, Factor 8 Partner
With over 20 years of experience in sales leadership, Steve has led field and inside sales teams through startup, territory expansion, acquisition campaigns, and product launches. Working with Fortune 500 giants like IBM, HP, and Verizon, Steve excelled in creating and driving sales strategies that fueled growth and profitability. His work spans the IT, Telecom, and Healthcare industries in both the direct and channel sales models.
As the sales leader for the IBM Direct Partner program, Steve developed strategic relationships with IBM direct and field executives to drive his team to consistently overachieve the $120M revenue targets.
And as Regional Director for an expanding healthcare company, Steve drove 40% year over year revenue growth for his field team by forming partnerships and acquiring net new business in major markets.
In 2009 he was called upon to lead an outsourced inside sales venture in Asia on behalf of a large International Telecom Company. Living and working in Manila for much of the year, his work on the inbound client program drove quick spikes in customer satisfaction and revenue, resulting in a sustained overall improvement in both categories.
Steve has been called upon multiple times to launch inside sales ventures focused on acquiring new customers on behalf of Global 500 companies. Managing all facets of the P&L and client relationship, he designed the hiring, selling, and management strategies as well as creating and implemented all compensation, measurement, and reporting initiatives.
Today with Factor 8, Steve spends most of his time helping our clients analyze their business and make strategic decisions about sales strategy and process. He is called upon to design and implement sales initiatives for clients, work with managers to drive sales performance, and coach sales executives on improving consultative selling skills to connect with decision makers, strategically manage their accounts, and close new business.
Marge Robba, Factor 8 Consultant
Marge has an extensive track record with customer service teams. As a call center leader she has directed small and large service teams in the travel, banking and the technology industries. Working with greats like American Express, Gateway, MasterCard, Expedia, Marge has mastered the art of balancing customer focus with corporate profitability.
Known for quickly and successfully brining change to contact centers – she’s led projects for center expansion, relocation, and closure, and led teams to make improvements in center operations, implement quality standards, add sales to service, and maximize the customer experience. She’s worked with technology improvement projects, tech support initiatives, and many employee training and development projects.
Fluent in 3 languages, Marge has experience living and working with teams in South America, Europe, and Asia.
Lynn Parker, Factor 8 Consultant
Lynn has over 25 of experience helping companies manage the customer experience – even before terms ‘Call Centre’ and ‘Inside Sales’ came into every day usage!
She has worked extensively with companies like Microsoft, SAP,
Tesco, CA and Barclays to design inside sales & marketing strategy, manage center launch projects, select outsourcing vendors, and implement performance improvement programs.
Some recent projects include:
- Designed and implemented a marketing strategy model in China that generated $3M USD revenue pipeline in week one
- Created new go-to-market strategies for inside / outside sales channels in the SME market, new broker channels in Sydney, and new product & service line additions for companies like SAP, AMP (Sydney), Heidelberg Printing, and Tesco
- Led an Inside Sales vendor selection project for Microsoft across EMEA
- Implemented an Inside Sales performance improvement program resulting in a 14% increase in close rates
- Managed the launch of IT Help Desk Centers across Europe
- Delivered a coaching program across multiple locations in the UK leading to 43% increase in coaching behaviors, up to 50% performance uplift in some centers and 7% increase in employee satisfaction ratings.
Speaking a number of languages fluently, she is PRINCE2 project management accredited as well as being a qualified coach. A highly motivated and motivating individual, her ability to communicate and influence at all levels of the organization makes her a client favorite on any Factor 8 project.
The Extended Team
Factor 8 maintains a network of experts on call for large projects, special engagements, and required expertise. Past projects have required the Factor 8 family to include instructional design experts, project managers, education & government experts, and online training curriculum designers.