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Skills

  • Team Leadership
  • Public speaking
  • Strong verbal communication
  • Conflict resolution
  • Business operations
  • Project organization
  • Document scanning
  • Process implementation
  • Budgets
  • Team management

Work Experiences

  • Reduced customer service complaints by 3% by devising new methods of resolution.
  • Handled payroll duties every 3 weeks, resolving any discrepancies and scheduling conflicts.
  • Increased the productivity of the customer service team by leading training initiatives and reorganizing schedules, resulting in a 18% reduction in overtime.
  • Used Microsoft Excel to create process and procedure reports to track quality assurance.
  • Exceeded my goals by building, directing, and motivating a high-performing sales team.
  • Achieved a 78% reduction in customer acquisition costs.
  • Shared best practices with on-site and external personnel to align efforts and goals.
  • Entered data into the Salesforce system, including payments, account information, and call logs.
  • Achieved record-breaking first-week sales of $2.
  • Created a new employee evaluation process that resulted in significant performance improvements.

Summaries

  • Customer-focused team player with expertise in maximizing customer satisfaction while increasing profits and client acquisition.
  • Metric and category are examples of abilities.
  • Expert
  • Adaptive quality assurance specialist who uses cutting-edge methods and techniques to boost productivity, customer satisfaction, and profits.
  • Effective problem-solver and leader who excels at streamlining operations to reduce costs and improve organizational efficiency.
  • a resourceful customer service specialist looking to apply her skills in an A/P or A/R role with a forward-thinking company.
  • Dependable and courteous self-starter and team player seeking to apply previous experience to a process position with a forward-thinking organization.
  • Pragmatic
  • Telemarketing Manager is articulate and driven to succeed.
  • Results-oriented, goal-oriented, and looking to apply my experience to the role of Telemarketing Manager.

Accomplishments

  • Documented and resolved system which led to process.
  • Designed training programs for telemarketing staff, reducing onboarding time by 11 weeks and improving first-call resolution rates by 77%.
  • Collaborated with CRM and analytics teams to build custom reporting dashboards, resulting in more data-driven decision-making.
  • Resolved product issue through consumer testing.
  • Utilized advanced performance analytics to reduce average call duration by 6 months while maintaining quality standards.
  • Restructured incentive programs for telemarketers, increasing call volumes and sales by 51% within 8 months.
  • Set performance targets and implemented structured coaching sessions, consistently exceeding team quotas by 16%.
  • Collaborated with team of 8 in the development of system.
  • Provided strategic guidance in adopting new CRM tools, increasing forecast accuracy by 51%.
  • Implemented call monitoring and review processes, addressing underperforming areas and leading to a 32% improvement in average call quality score.

Affiliations

  • Member, National Sales Network (NSN)
  • Certification in Behavioral Sales Techniques, Vantage
  • Rotary International
  • Active member, Call Center Management Association (CCMA)
  • Freemason
  • Affiliate, Professional Association for Customer Engagement (PACE)
  • Certified, Implementing CRM Systems for Sales Efficiency from metric
  • Lions Club
  • Member, Direct Marketing Association (DMA)
  • Affiliate, Customer Experience Professionals Association (CXPA)

Certifications

  • Certified Protection Officer (CPO)
  • Certified Call Center Manager (CCCM)
  • Data-Driven Marketing Certification - 2017
  • Project Management Professional (PMP)
  • Contact Center Supervisor (CCS) Certification - 2024
  • Google Analytics Individual Qualification (GAIQ)
  • Advanced Outbound Calls Training Certification
  • Facebook Blueprint Certification for Marketing
  • Employee Development and Coaching Certificate - standard
  • Certified Call Center Quality Assurance Specialist (CCCQAS)

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