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Skills

  • Call handling time optimization
  • Problem resolution
  • Organization
  • Supervision
  • Communication process improvements
  • Customer satisfaction improvement
  • Goal setting and achievement
  • Database management and updating
  • Business operations
  • Warm calling

Work Experiences

  • Achieved a 36% reduction in call handling time.
  • Achieved recognition in 2023.
  • Developed a reputation for punctuality and hard work.
  • Saved money by developing functional solutions to metric problems.
  • Met 6 months sales targets by signing clients up for services, handling stakeholder engagement, and supervising workflow optimization.
  • Achieved a high donor retention rate through effective follow-up and personalized calls, accounting for $54,000 in repeat donations.
  • Built strong interpersonal communication skills through managing discussions with notable alumni, local businesses, and community leaders.
  • Boosted pledge conversions on first contact by 53%.
  • Learned client relations and project management to help with office needs.
  • Was in charge of all tasks delegated to me, including budget management and strategic planning.

Summaries

  • Multilingual and fluent in Spanish and Mandarin, with a strong grasp of cultural differences.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Achieved a 26% decrease in call times.
  • Consistently able to assist customers in a professional manner and with any concerns or questions they may have.
  • Telemarketer with 7 years of experience working in a thriving call center.
  • Achieved a 17% conversion rate.
  • Asana and Tableau experts with exceptional interpersonal skills.
  • A results-driven Phonathon Associate skilled in exceeding daily outreach goals by contacting 15 prospective donors per shift and consistently securing pledges.
  • Proficient in promoting method by leveraging stakeholder engagement and quality assurance knowledge.
  • Dedicated to enhancing the company's image of quality, professionalism, and trustworthiness.

Accomplishments

  • Led a special task force aimed at re-engaging lapsed donors, resulting in a 11% increase in donations from this segment.
  • Received team recognition for achieving the highest pledge conversion rate of 41% during the 6 months fundraising campaign.
  • Developed efficient calling scripts that led to a 42% improvement in pledge conversion for first-time donors.
  • Drove improvements in call methodologies which led to a 67% increase in operational efficiency within a 11-week period.
  • Helped improve overall re-engagement rate by over 39% through consistent, tailored follow-up strategies.
  • Utilized strategic outreach methods resulting in a record-high alumni re-engagement rate of 31% in 2017.
  • Implemented technology-driven donation tracking processes, reducing processing errors by 68%.
  • Collaborated closely with marketing and development teams to refine messaging, leading to a 26% boost in alumni engagement.
  • Achieved 57% call interaction improvement by applying active listening and rapport-building strategies.
  • Grew donor fulfillment by 18% by implementing a multi-stage follow-up plan and automatic reminder emails.

Affiliations

  • Member, Customer Contact Association (CCA)
  • Volunteer Assistant, Student Giving Campaign, program
  • Graduate, Fundraising Fundamentals Program, initiative 2021
  • Member, International Society of Customer Interaction Professionals (ISCIP)
  • Volunteer, University Alumni Phonathon Program
  • Coordinator, Young Fundraisers Career Network
  • Member, Professional Association for Customer Engagement (PACE)
  • Associate, Major Gifts and Planned Giving Forum
  • Alumni Member, Annual Fundraising Conference Series
  • Volunteer, University Monthly Giving Program

Certifications

  • Certified Nonprofit Professional (CNP) by the Nonprofit Leadership Alliance
  • Volunteer Management Certification by Harbor & Co.
  • Certified Business Analysis Professional (CBAP)
  • Certification in Persuasive Communication & Fundraising Techniques by system
  • SHRM Certified Professional (SHRM-CP)
  • Nonprofit Digital Marketing Certificate by Meridian
  • Fundraising Certificate Program – Offered by process
  • Cisco Certified Internetwork Expert (CCIE)
  • Data-Driven Fundraising Certificate of Completion by Workday
  • ServSafe

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