Michelle Sinner serves as the Director of Inbound Sales for the Connected Vehicles Division at SiriusXM, where she leverages her extensive experience in contact center operations to drive exceptional sales performance and customer satisfaction. With a focus on managing a diverse team of approximately 45...
Michelle Sinner serves as the Director of Inbound Sales for the Connected Vehicles Division at SiriusXM, where she leverages her extensive experience in contact center operations to drive exceptional sales performance and customer satisfaction. With a focus on managing a diverse team of approximately 45 internal agents and overseeing an additional 125 agents across multiple vendor sites, Michelle is adept at fostering a collaborative environment that emphasizes performance excellence and continuous improvement.
In her current role, she is responsible for establishing and achieving ambitious sales targets while meticulously monitoring key performance indicators (KPIs) such as Average Handle Time (AHT), After Call Work (ACW), and Net Promoter Score (NPS). Michelle's strategic planning skills enable her to identify process improvements that not only enhance operational efficiency but also significantly reduce customer and agent effort, leading to elevated customer experience metrics and lower contact propensity.
Her ability to build strong relationships with business partners and stakeholders is instrumental in aligning sales strategies with broader organizational goals. Michelle’s expertise in vendor management ensures that external teams are effectively integrated into the sales process, maintaining high standards of quality and adherence. With a strong foundation in problem-solving and innovation management, she continually seeks new ways to optimize operations and drive results in the rapidly evolving connected vehicle landscape. Through her leadership, Michelle is not only enhancing sales performance but also shaping the future of customer engagement in the automotive industry.
