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Skills

  • Sales pipeline management
  • Accomplished manager
  • Process standardization
  • Extensive personal network
  • Account management
  • Cross-functional team collaboration
  • New business development
  • Customer issue resolution
  • Analytical problem solver
  • Sales reporting

Work Experiences

  • Managed a team of 10 people who sold process products and services worth more than $9.
  • Used sales presentations to communicate product quality and market comparisons.
  • Worked with the advertising department to ensure that advertising messages and retail incentives were consistent.
  • Maintaining and applying current knowledge of sales, promotions, and policies regarding payments, exchanges, and security practices drove business success.
  • Worked with internal teams and suppliers to assess costs in relation to expected market price points and create structures to meet profit goals.
  • Met with Call Center Sales Supervisors one-on-one to identify selling roadblocks and provided advice, including cross-functional collaboration, on how to best address them.
  • Worked cross-functionally with headquarters, regional, and other teams across the country to ensure that the message and experience were consistent.
  • Evaluated the individual and team performance of each location, analyzing data trends to determine the best methods for increasing sales.
  • Worked to resolve issues with high-profile customers in order to maintain relationships and increase the number of repeat customers.
  • Researched competitor products, services, and trends to target prospects in other territories.

Summaries

  • Successful Sales Manager with 17 years of experience in developing and increasing framework sales.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Over a 12-year career, I've built a strong track record as a performance-oriented sales leader.
  • Strengths in team leadership and stakeholder engagement backed up by Customer Service training.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Strategic and analytical, with a motivating leadership style and experience in forming new network connections, marketing products, and expanding territories.
  • Within Customer Service, senior Call Center Sales Supervisor and outstanding performer in client relations and workflow optimization.
  • Achieved results over 18 months.
  • Tenacious manager with a strategic and analytical approach to problem-solving, customer acquisition, and profit goals.
  • Manage 16+ accounts with a revenue of more than $16 per 18 months.

Accomplishments

  • Increased overall call center department revenue by 30% by implementing the use of data analytics to fine-tune sales approaches.
  • Adopted data-driven coaching tactics based on key performance indicators (KPIs), leading to improved agent conversion rates by 46%.
  • Led a quality assurance task force that reduced product returns and cancellations by 79% because of clearer customer communication.
  • Reduced operational expenses by 24% by implementing real-time workforce management software, aligning agent schedules with peak customer demand.
  • Increased employee engagement and reduced turnover by 38% through customized training programs in Jira.
  • Recommended process enhancements that increased first-call resolution by 61%, improving customer satisfaction.
  • Developed targeted product pitch scripts, resulting in a 24% success rate in upselling complementary products.
  • Implemented upsell techniques that resulted in a 61% growth in cross-selling revenues.
  • Introduced a comprehensive coaching and feedback loop that increased team adherence to quality assurance standards by 74%.
  • Implemented revised sales quotas and territory strategy, raising conversion efficiency and overall team performance by 54%.

Affiliations

  • International Council of Nurses
  • Lions Club
  • International Customer Service Association (ICSA) Global Branch
  • Sales Strategy and Leadership Forum (SSLF)
  • Customer Experience Professionals Association (CXPA)
  • Excel Power Users Association - Advanced Data Analysis Certifications
  • American Society of Safety Professionals
  • Project Management Institute
  • American Society for Quality (ASQ) - Call Center Metrics Certification
  • Rotary International

Certifications

  • CompTIA Network+
  • CompTIA Security+
  • Project Management Professional (PMP)
  • Call Center Skills Certificate by Contact Center World
  • Certified Public Accountant
  • Conflict Resolution in the Workplace Certification
  • First Aid/CPR Certified
  • Microsoft Certified Systems Engineer (MCSE)
  • HubSpot Sales Software Certification
  • Certified Call Center Manager (CCCM)

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