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Skills

  • Escalation management
  • Business operations
  • Creative merchandising
  • Client needs assessment
  • Conflict resolution training
  • Budgeting
  • Revenue generation strategies
  • Team building
  • Change Management
  • Cross-functional collaboration

Work Experiences

  • Began metric service consultations with customers by asking open-ended questions in order to learn about their needs and preferences.
  • Welcomed new members and established and updated memberships in Northwind procedure programs.
  • Consistently trained 13 employees through coordinated and launched to reduce loss and increase sales.
  • Conducted supplier risk management assessments in order to evaluate the method program for senior management's planning purposes.
  • Used forecasting to figure out what changes needed to be made in the supply chain.
  • Aligned partner output with internal goals and standards.
  • Was in charge of maintaining store equipment such as computers, printers, and fax machines.
  • Achieved a 73% boost in upsell conversions.
  • Manufacturing service agreements and quality standards were negotiated by me.
  • Improved filing systems for confidential client records and reports increased operational efficiency.

Summaries

  • Strengths in forming and maintaining relationships with a wide range of stakeholders in fast-paced, dynamic environments.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Collaborative, with a commitment to collaborating with coworkers to foster an engaged, empowering work environment.
  • Individual with experience leading company initiatives, forming vendor partnerships, and managing employee relations.
  • Achieved 63% year-over-year growth in consumer finance product promotion.
  • Mentoring and challenging team members to meet and exceed company goals is something I'm passionate about.
  • Clear understanding of project management and data analysis as well as quality assurance training.
  • Strong ability to adapt to new situations and environments.
  • Dedicated to providing high-quality services and products.
  • Telemarketing Supervisor, Consumer Finance Products who is proactive and meticulous, with over 11 years of experience in the program industry.

Accomplishments

  • Resolved product issue through consumer testing.
  • Reduced call drop rates by 68% in the past year by adjusting team scheduling and implementing efficient dialing techniques.
  • Collaborated with marketing to create and roll out new sales scripts, resulting in a 16% increase in customer upsells over 18 months.
  • Designed new customer retention strategies based on lead interaction data, maintaining existing client relationships and reducing churn by 34%.
  • Orchestrated bi-weekly training sessions on upselling finance products, boosting agent confidence and increasing total sales by 23% over three years.
  • Played a key role in developing a cross-sell initiative with consumer finance products, yielding a 27% higher transaction value per customer interaction.
  • Developed and implemented a callback strategy that decreased follow-up times by 67%, significantly improving lead engagement.
  • Coordinated with the IT team to resolve technical issues with dialing systems, reducing downtime by 55% and increasing overall agent productivity.
  • Developed and implemented a data-driven lead scoring system in initiative, enhancing lead quality by 22%.
  • Partnered with the quality assurance team to enact call reviews that improved call accuracy and customer satisfaction scores by 73%.

Affiliations

  • American Financial Services Association (AFSA)
  • Sales and Marketing Executives International
  • International Customer Management Institute (ICMI)
  • Direct Marketing Association (DMA)
  • National Association of Call Centers (NACC)
  • Lions Club
  • Association of Information Technology Professionals
  • Financial Marketing Association
  • International Association of Administrative Professionals
  • Society of Women Engineers

Certifications

  • Salesforce
  • Certified Customer Experience Professional (CCXP) - CXPA
  • Leadership and Sales Management Certificate - method
  • CompTIA Network+
  • Performance-Based Hiring: Telemarketing Strategy Fundamentals - procedure
  • Data-Driven Sales and Revenue Optimization Mastery - Northwind
  • Six Sigma Green Belt – Process Improvement Methodologies
  • Certified Professional in Telemarketing Operations - Summit Group
  • Certified B2C Lead Generation Specialist - Beacon Labs
  • Certified in Key Account Management (CKAM) - Northwind

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