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Skills

  • Supervision
  • Data entry accuracy
  • Customer Relationship Management (CRM) Software Proficiency
  • Communication process improvements
  • Process improvement
  • Skilled negotiator
  • Product and service understanding
  • Organization
  • Database management and updating
  • Invoice generation

Work Experiences

  • Answered 5 phone calls per 6 months to assist customers.
  • Aligned donor interests with university initiatives.
  • Built rapport with 18 alumni and donor prospects.
  • Jira was delivered to customer locations by me.
  • Achieved a high donor retention rate through effective follow-up and personalized calls, accounting for $54,000 in repeat donations.
  • Worked with others to brainstorm new initiative possibilities.
  • Analyzed previous call scripts.
  • Developed a reputation for punctuality and hard work.
  • Boosted pledge conversions on first contact by 53%.
  • Increased opportunities by 2% through exceptional sales ability and strong interpersonal skills combined with a persuasive, positive, and confident approach.

Summaries

  • Telemarketer who is enthusiastic about sales and prospecting.
  • Miscellaneous student seeking hands-on experience through an internship in process improvement.
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of Phonathon Associate.
  • Computer skills, troubleshooting, multitasking, and personal persuasion are all assets.
  • Achieved 40% higher donor conversion rates.
  • Telemarketer with 7 years of experience working in a thriving call center.
  • Goal-oriented, energetic, and computer and dialing software savvy.
  • Dedicated telemarketer with 17 years of experience working in call centers.
  • Achieved a 54% increase in overall engagement.
  • Strategic thinker with expertise in process improvement.

Accomplishments

  • Analyzed donation patterns from prior years, using the insights to create a targeted calling schedule that boosted donation rates by 64%.
  • Utilized strategic outreach methods resulting in a record-high alumni re-engagement rate of 31% in 2017.
  • Decreased the average call duration by 17%, while maintaining an effective pledge ratio of 54%.
  • Implemented technology-driven donation tracking processes, reducing processing errors by 68%.
  • Grew donor fulfillment by 18% by implementing a multi-stage follow-up plan and automatic reminder emails.
  • Led a special task force aimed at re-engaging lapsed donors, resulting in a 11% increase in donations from this segment.
  • Spearheaded a personalized engagement initiative that resulted in a 12% rise in repeat donations from alumni.
  • Played a key role in the development of a donor retention program that increased returning donor pledges by 58% over 2017.
  • Trained new Phonathon team members, contributing to an overall improvement of caller performance and a 77% increase in donations within 17 weeks.
  • Processed and reconciled over 17 donations weekly, ensuring accuracy and contributing to a 37% increase in donation tracking efficiency.

Affiliations

  • Volunteer, Development Alumni Outreach Committee
  • Volunteer, University Monthly Giving Program
  • Alumni Member, Annual Fundraising Conference Series
  • Member, International Society of Customer Interaction Professionals (ISCIP)
  • Member, Professional Association for Customer Engagement (PACE)
  • Certified in Donor Engagement Strategies, method
  • Member, Donor Relations and Stewardship Council
  • Member, Nonprofit Technology Network (NTEN)
  • Member, Call Center Management Association (CCMA)
  • Associate, Major Gifts and Planned Giving Forum

Certifications

  • Certified in Fundraising Management (CFRM) by The Fund Raising School
  • Alumni Engagement and Annual Giving Certificate by CASE (Council for Advancement and Support of Education)
  • SHRM Certified Professional (SHRM-CP)
  • Major Gifts Fundraising Certification by category
  • First Aid/CPR
  • Cisco Certified Internetwork Expert (CCIE)
  • Volunteer Management Certification by Harbor & Co.
  • ServSafe
  • CERTIFIED Donor Retention Professional (CDRP) by DonorSearch
  • Professional Public Relations Certification (PRC) by Summit Group

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