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Skills

  • Data-driven decision making
  • Call routing and escalation
  • Operational improvement
  • Appointment scheduling
  • Documentation
  • Vendor relationship management
  • Call resolution time reduction
  • Cross-functional team leadership
  • Regulatory compliance
  • Sales pipeline management

Work Experiences

  • Analyzed call center performance metrics and adjusted workflows, leading to a 66% increase in annual sales revenue.
  • Schedule appointments with interested customers based on my schedule.
  • Solved method issues, improved operations, and provided excellent customer service.
  • Collaborated with senior management.
  • Applied targeted training interventions.
  • Achieved consistent growth in monthly sales targets.
  • Adjusted workflows.
  • Collaborated with senior management to develop incentive programs that increased agent productivity by 41% during peak sales months.
  • Conducted comprehensive product training sessions.
  • Consistently exceeded team quotas by 81% by implementing personalized performance reviews and providing targeted feedback.

Summaries

  • Accomplished Call Center Sales Manager.
  • Aligned team goals with business objectives.
  • Achieved a 56% increase in new product subscriptions.
  • Achieved Employee of the Year in 2021.
  • Call Center Sales Manager.
  • Achieved consistent quota overachievement by 59%.
  • Specializes in juggling multiple tasks at the same time.
  • Remarkable telemarketer who is always able to provide excellent customer service.
  • Boosted team productivity.
  • Call Center Sales Manager with a track record of reducing agent compliance errors.

Accomplishments

  • Monitored team adherence to scripts and compliance requirements, reducing call handling variance by 28% across the organization.
  • Led the transition from legacy systems to a modernized call center solution, resulting in 72% cost savings and improved service delivery for customers.
  • Successfully implemented new quality assurance guidelines, driving a 73% improvement in call quality and customer satisfaction metrics.
  • Created call center sales forecasts that allowed for a 52% increase in resource allocation efficiency during peak demand periods.
  • Successfully resolved 14 customer escalations per week, reducing backlog and improving overall resolution times by 60%.
  • Collaborated with team of 13 in the development of standard.
  • Achieved 40% reduction in agent compliance errors by introducing a targeted training program focused on consistent process adherence.
  • Reduced inbound call queue times by 34% through staff optimization and staggered break scheduling, improving customer satisfaction levels.
  • Reduced average handling time (AHT) from 8 minutes to process by refining agent call processes and adopting predictive software technologies.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • National Association of Social Workers
  • Peak Customer Service Professionals Group
  • American Society of Safety Professionals
  • Six Sigma Certification Network for Sales Efficiency
  • American Management Association (AMA) - Sales and Leadership Programs
  • Workforce Planning and Optimization Training Program
  • International Association of Administrative Professionals
  • Rotary International
  • Dale Carnegie Sales Manager Training Program
  • Salesforce Certification Programs

Certifications

  • Certified Call Center Manager (CCCM) - Meridian
  • Customer Obsession Certification - metric
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Centric Leadership Program - metric
  • Leadership Development Program for Call Center Managers - Lakeside Partners
  • Certified Inside Sales Manager (CISM) - process
  • Google Ads Certification for Call Centers - initiative
  • Certified Business Analysis Professional (CBAP)
  • Change Management for Call Centers Certification - framework
  • Advanced Coaching for Call Center Leaders - initiative

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