GREG INNES

Led company‑wide customer lifecycle performance across multi‑state telecom sales channels. Oversaw QA and Sales Survivability departments supporting call‑center and retail partner operations.

Key Contributions

• Reduced churn and improved install rates through survivability and compliance strategy
• Implemented AI‑driven coaching and monitoring tools (Balto, Level.ai, Krisp, automated call agents)
• Designed call‑flow and scripting frameworks improving conversion quality
• Built monitoring processes for telecom regulatory adherence
• Managed post‑sale lifecycle: verification → install → retention
• Enabled scalable growth without increasing acquisition cost

Launched and scaled the SmarterHome telecom brand across US markets.

• Increased sales 20% month‑on‑month during first 6 months
• Expanded retail partner network 5× across multiple states
• Added national telecom providers to service portfolio
• Structured commercial operations and forecasting processes
• Implemented digital acquisition strategy across paid and organic channels

Built and scaled the company’s e‑commerce division from zero to national relevance.

• Grew online revenue to $620K annually within 4 years
• Achieved Top‑5 footwear sellers nationally
• Launched Crocs online reaching $50K monthly sales within first year
• Managed marketplaces, platforms and acquisition strategy
• Established analytics‑driven decision making processes

• Generated $300K+ enterprise sales across LATAM, US and UK markets
• Closed regional clients and supported international expansion

• Closed $400K+ annual e‑commerce implementation contracts
• Secured regional enterprise partnerships including pharma sector
• Supported early ecosystem growth of enterprise commerce clients

• Launched ServiceNow portfolio in Colombia
• Generated $200K pipeline within 6 months and secured first enterprise deal

• Managed North American partner reseller network
• Developed channel sales exceeding $2M annually