Summary of Qualifications

Self-motivated professional with extensive experience in managing and leading employees. Proven sales, problem solving skills, and innovative thinking to streamline management duties. Communicates effectively with all levels of the organization. Bachelor of Science Degree in Business Management.

Professional Experience

Confidential

• Call Center Direct Sales Manager Medical Laboratory Call Center
• Manning and staffing for a 24/7 call center.
• Lead a team of 90 representatives, team leads, and supervisors.
• Implemented changes to increase productivity and quality.
• Organized conference calls with 8 offices in different locations.

Confidential

• Call Center Direct Sales Manager Christian publishing book sales nationwide.
• Hired and trained the direct sales team to sell our products to churches and individuals.
• Increased sales by over 150 in my first year as head of direct sales.
• Set up best practices for my team to offer the best customer service to our customers.
• Conduct weekly sales training to my team to give them the best sales tools necessary.
• Organized daily, weekly, and monthly reports to monitor team performance and measurement of goal achievement.
• Monitor inbound and outbound calls to customers to ensure quality performance and maximize sales training.
• Researched and purchased an auto dialer for my team to make outbound and inbound calls more efficiently, acted as administrator for the software and programming.
• Developed a monitoring system the tools necessary to monitor calls and give feedback to my sales team.
• Performed duties required to handle customer service problems to give our customers the best purchasing experience possible.
• Coached and advised my team on the best sales practices and behaviors.
• Promote teamwork and streamlined their daily work activities.

Confidential

• Vice President Client Relations credit card processing and point of sale solutions.
• Lead the customer service and technical support teams in their daily duties.
• Provided support for approximately 6000 merchants with their processing solutions.
• In charge of hiring and firing for all company job openings, seeking out the best employees available, also participated in University Job Fairs as a company recruiter.
• Set up processes for the company to provide excellent customer service and professional customer support.
• Increased productivity by 40 through coaching and motivating my employees to perform up to company expectations by lowering talk time and increasing employee efficiency.
• Performed all human resources and payroll functions for my team.
• Promoted team work and efficiency in my work groups.
• Designed and implemented company newsletters and mass emailing delivered monthly to our merchants.
• Set up processes to support our Sales Representatives in the field to help them increase their productivity.
• Developed new hire training classes and processes proven to attract and retain excellent customer service and technical support representatives.
• Helped the company achieve Fast 55 and Emerging 30 awards for being a top growing company in the Greater Cincinnati Area.
• Wrote and implemented Call Observation Guidelines for Customer Service and Technical Support teams for call monitoring.
• Proficient in Avaya ACD systems and Crystal Reports.

Confidential

Call Center Customer Service Sales Manager

• Lead a team of 75 employees managing their performance and attendance.
• Increased productivity by 35 through coaching and motivating my employees to perform up to company expectations.
• Perform as manager on duty responsible for the office of 450 employees and the facility.
• Facilitate new hire interviews with prospective new agents.
• Work on special projects and committees as assigned.
• Provide direction to employees on how to do their job correctly and more efficiently, holding them accountable for their actions.
• Develop the curriculum and lead monthly meetings with my agents.
• Design and published quarterly newsletters to keep my agents informed and interested.
• Provide reinforcement training on new policies or new computer programs with my team.
• Innovative tracking of employee performance and efficiency with new spreadsheets and forms.
• Meet monthly deadlines and goals consistently as required in the departmental budget.
• Conduct quarterly and annual reviews with my employees to keep them informed of their performance.
• Coach my employees and guide them how to give great customer service and sell our services.
• Operations Specialist
• Supervise Scheduling and Payroll department.
• Create office shift bid, holiday bids, and vacation bids, forecasting to ensure proper coverage.
• Responsible for the operation of a state of the art Customer Service and Sales Call Center that processes over 11.5 million calls annually.
• Process daily paid and unpaid time off to ensure maximum productivity while meeting daily earned budget.

Confidential

• Monitored agents selling American Airlines to observe their sales and customer service skills, grading and documenting their behaviors.
• Instructed monthly training classes to keep the agents up to date on the latest changes and advancements.
• Analyzed their performance and counseled agents how to perform professionally and efficiently.
• Assisted passengers with flight reservations information, fares, and airline regulations.