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Center Manager Resume

Woodstock, GA

PROFESSIONAL EXPERIENCE:

Confidential, Woodstock GA

Center Manager

Responsibilities:

  • Improved scheduling of sales staff to maximize effectiveness
  • Identify and manage call center KPI’s to evaluate productivity and determine pro - active course if necessary
  • Developed customer service dept. methods and process to effectively gather and assess customer feedback to improve the customer experience
  • Established departmental objectives, analyze variances, initiated corrective action if necessary
  • Implemented call quality program and process to drive departmental / sales performance, ensure efficiencies and enhance customer experience
  • P&L accountability, managed cost containment with operational efficiency
  • Ensure all center representatives met or exceeded all activity standards for capturing prospects, managing pipelines and leveraging all communication tools
  • Ensure departmental success through continuous evaluation, constructive coaching and results oriented motivation

Confidential, Tampa, Florida

Center Manager

Responsibilities:

  • Provide leadership for 80 outbound and 80 inbound B2B & B2C call center staff to provide top tier sales and customer service
  • Improved communication process with direct reports and supervisory staff, facilitating direction and operational stability
  • Develop and manage vendor relationships as appropriate and necessary
  • Improved scheduling of staff to maximize effectiveness
  • Identify and manage call center KPIs to evaluate productivity and determine pro-active course if necessary
  • Improved customer service department methods designed to effectively gather and assess customer feedback
  • Established sales objectives / analyze variances / initiated corrective action within directed boundaries
  • Refine and implement the call quality program and process to drive sales performance, ensure efficiencies and enhance the customer experience.
  • Execute strategic plans to drive revenue growth while scaling efficiently
  • P&L accountability, managed cost containment with operational efficiency
  • Implement methods designed to effectively gather and assess customer feedback
  • Ensure all representatives meet or exceed all activity standards for capturing prospects, managing pipelines and leveraging all communication tools
  • Establish and report the quality metrics, respective targets and goals
  • Ensure individual and team success through continuous evaluation, constructive coaching, and results-oriented motivation

Confidential, Tampa, FL

Center Manager

Responsibilities:

  • Managed a B2B outbound telesales team of 90 contacting C level executives
  • Managed call center lead and supervisory staff
  • Took membership sales from company launch to 387 fortune 1000 companies and 645 smaller corporations.
  • Took membership sales on individuals from company launch to 4650 plus
  • Established sales objectives / analyze variances / initiated corrective action within directed boundaries
  • Execute strategic plans to drive revenue growth while scaling efficiently
  • Establish and report the quality metrics and respective targets and goals
  • P&L accountability, managed cost containment with operational efficiency
  • Implement methods designed to effectively gather and assess customer feedback
  • Ensure all representatives meet or exceed all activity standards for capturing prospects, managing pipelines, and leveraging all communication tools.
  • Establish and report the quality metrics, respective targets and goals
  • Ensure individual and team success through continuous evaluation, constructive coaching, and results - oriented motivation

Confidential, Trinity, FL

General Sales Manager

Responsibilities:

  • Managed a B2C 25 person outbound call center
  • Managed call center lead and supervisory staff
  • Co - supervised loan officer team totaling 35
  • Monthly increase in loans funded from 4 million dollars per month to 11 million dollars
  • Managed 3 multi-state branch offices
  • Established sales objectives / analyze variances / initiated corrective action
  • Establish and report the quality metrics, respective targets and goals
  • Managed administrative personnel
  • Provide and demonstrate effective leadership and soft skills in managing a call center operation to ensure attainment of performance measurements and goals.
  • Determine and initiate sales system improvements
  • Implement methods designed to effectively gather and assess customer feedback
  • Ensure all representatives meet or exceed all activity standards for capturing prospects, managing pipelines

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