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Skills

  • Supervision
  • Cold-calling techniques
  • Outbound and inbound calls
  • First Aid/CPR
  • Budgets
  • B2B and B2C sales
  • Cross-functional team coordination
  • Communications
  • Complaint resolution
  • Team management

Work Experiences

  • Coordinated with team supervisors.
  • Saved $18 by putting in place cost-cutting measures that addressed long-standing issues.
  • Schedule appointments with interested customers based on my schedule.
  • Achieved a 25% increase in appointments set through a structured and client-oriented calling approach.
  • Contributed to a $6 increase in monthly revenue.
  • Coordinated seamlessly with team supervisors to meet and exceed monthly KPIs for lead conversions and first-call resolutions.
  • Collaborated with sales teams to integrate customer feedback from callbacks, leading to an enhancement in marketing strategies and outreach.
  • Boosted client retention rate by 31% by building strong relationships on initial calls and through consistent follow-up.
  • Consistently maintained a call-to-sale conversion rate of 60%.
  • Balanced a high workload of 6 outbound calls per shift, while maintaining quality scoring over 62%.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved a sales closure rate of 41%.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Specializes in juggling multiple tasks at the same time.
  • Achieved a higher percentage of successful calls.
  • Achieved more effective outcomes.
  • Remarkable telemarketer who is always able to provide excellent customer service.
  • Pleasant, punctual, dependable, and computer literate.
  • Achieved high conversion rates.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.

Accomplishments

  • Effectively handled an average of 7 inbound and outbound calls per day, consistently meeting performance benchmarks.
  • Collaborated with cross-functional teams to streamline workflow, boosting dialer system efficiency by 62%.
  • Drove 10 in additional revenue by streamlining the process to identify and promote cross-sell opportunities during calls.
  • Proactively identified customer pain points, reducing escalations by 14% and increasing first-call resolution rates.
  • Helped lead a project to implement a new dialing software, streamlining processes and reducing idle time by 68%.
  • Achieved a consistent average call time of 6 minutes while still successfully upselling to 72% of inbound callers.
  • Helped reduce average resolution time on escalated cases by 9 minutes while maintaining top-level customer service standards.
  • Collaborated with a team of 2 agents to foster a customer-first culture, resulting in a 19% increase in customer retention.
  • Exceeded monthly sales targets by 56% through appointment setting and cross-selling during outbound scripting.
  • Optimized workflow by implementing SAP, reducing downtime between calls by 40%.

Affiliations

  • Customer Contact Week (CCW) Network
  • International Association of Sales Professionals
  • CRM User Group for system
  • Society of Human Resource Management
  • Jaycees
  • Call Center Management Certification from program
  • National Leadership 101 Program for Call Center Professionals
  • Association for Talent Development (ATD) for Coaching and Feedback
  • National Association of Social Workers
  • Virtual Sales Leaders Association

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Google Certified Professional Cloud Architect
  • Certified Telephone Collections Specialist (TCS)
  • ServSafe
  • Certified Outbound Call Specialist (COCS)
  • Certified Business Analysis Professional (CBAP)
  • Certified Telesales Professional (CTP) by metric
  • Certified Call System Efficiency Expert (CSEE) by system
  • Certified Active Listening Techniques Expert (CALTE)
  • DNC Compliance Certification by process

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