ø  results-driven sales manager eager to contribute call center and retail experience to optimizing bottom-line performance.

ø  excel in training, developing and directing high-performance teams; have spearheaded numerous training initiatives, equipping staff with tools and resources for maximizing performance.

ø  dynamic analytical, team leadership, architectural rendering, project management, client relations, and problem solving skills.

ø  possess strong project administration experience including managing multiple deadlines simultaneously to maximize profitability.

ø  technically proficient iex, totalview, cti technology, vba, ms office suite, nortel, convergence, crystal reports, rockwell, live person, symposium (ccm), lotus notes, irene, adp, interaction client, vertical response, and constant contact.

 

  resolved 92% of all customer incidents within 72 hours, exceeding department goals of 80%.

  consistently maintain a 97% + monthly customer satisfaction score on post-resolution phone surveys.

  conceptualized and implemented an innovative tracking system for all resolution dollars spent, enabling analysis of budget impacts by type of customer complaint as well as coaching and development by agent.

  upheld a less than 3% abandon rates for escalation calls by enforcing real-time adherence and conformance results to drive target service levels.

  forecasted call volumes in 15 minute intervals for all 4 queues.

  achieved incremental increases in sales conversion rates in sales queues by conducting performance gating.

  generated more than $900,000 in revenue monthly by developing action plans in response to gaps.

  achieved a 91% incident resolution rate, exceeding the department s goal of 80%.

  created and integrated and excel-based refund tracker to monitor expenses and serve as a coaching tool for team members.

  recognized for excellence in de-escalating high tension incidents, inter-departmental collaboration, and peer development, which led to a quick promotion to supervisor.

  ranked in the top 5% of sales force; successfully maintained a 95% quality ranking on all sales calls monitored for quality assurance.

 

 

excel lawns & landscaping, clearwater, fl                                                                     2010-2011

owner

  strategically launched a landscaping company, driving business development through customer relations and marketing initiatives to grow client base.

  sold the business for $60,000 after deciding return to a corporate environment.

 

portable on demand storage (pods), dallas, tx & clearwater, fl                              2005-2010

platinum/workforce/outbound supervisor (2007-2010)

  directed recruitment, training, and staff development programs to oversee daily operations of multiple locations for an international call center network; provide 1:1 coaching by traveling to sites; monitor all agents on the floor in iex.

  contributed dynamic analytical and leadership skills to develop behavioral, process, and technology solutions to uphold seamless operations across time zones and exceed performance goals.

  cultivated strong partnerships with franchise liaisons, franchise management, quality assurance, accounting, and sales to investigate customer issues and identify/implement fair resolutions to drive customer satisfaction; developed vendor relations with smart pack solutions and ups.

  produced and analyzed reports to provide trend data on cancellations, conversion and revenue to pods call center director and marketing director; reported ob call center statistics daily and made recommendations for improvement.

 

 

 

relocation/local sales supervisor (2005-2007)

  oversaw daily activities of 25 sales agents and managed staff-related programs including recruitment, hiring, training, coaching/development, and disciplinary issues.

  ensured superior performance by monitoring sales, productivity, and quality results and coaching agents in areas needing improvement.

  spearheaded business planning initiatives by partnering with peer supervisors and call center leadership teams to implement new call center strategy, build team alignment and coverage plans, and maintain building security.

  maximized team and queue efficiency by utilizing symposium (ccm) real-time skill set monitoring tools and ensuring agents complied with scheduled activities.

  handled escalated calls to resolve invoice disputes, account discrepancies, and increase overall customer satisfaction.

  monitored agent activity remotely to spot check progress while multi-tasking through use of wireless headsets eventually adopted throughout the sales supervisor team; analyzed performance reports with agents to discuss areas needing improvement.

 

solutions center liaison (2005)

  collaborated with various departments including accounting, logistics, legal, franchise, and sales to resolve customer issues; served as primary contact via phone, email, or direct connect for customers, drivers, warehouse managers, and franchise owners in the u.s., canada, hawaii, and australia.

  investigated disputes and delivered solutions to accommodate all parties while protecting the brand.

 

special data processing, clearwater, fl                                                                          2001-2005

verification manager (2004-2005)

  managed operational work flow processes and quality rating for a department consisting of 65 agents; developed and implemented quality improvement programs.

  created, maintained, and published conversion and graphs on daily, weekly, and monthly basis; identified areas of business opportunities by analyzing operational/consumer trend data for all departments.

  distributed, tracked, and reported $700 in weekly cash incentives.

  developed and tested new scripts in collaboration with r&d; implemented new scripts after presentation to management.

 

great options membership supervisor (2003-2004)

  directed creation and implementation of workflow, policies, skill-set requirements, key performance indicators, goal-setting, and reporting as a lead manager.

  ensured operational goals were met by preparing and presenting quarterly results on department metrics; served as primary contact for membership program partners in development of new procedures and workflow improvements.

  facilitated staff development through individual coaching sessions utilizing daily statistics.

  collaborated with legal department to develop scripts that met specific regulatory requirements.

 

verification phone agent (2002-2003)

  answered inquiries from sales associates to confirm purchase and collect payment from the customer; consistently achieved a sales conversion rate of 33%.

  applied sharp leadership skills to train peers on improvement methods; maintained highest level of sales skill-set assignment.

 

sales agent (2001-2002)

  provided detailed descriptions of features and benefits of the program; created a customized subscription program to meet their individual entertainment goals; answered inbound calls.

 

united states navy, norfolk, va                                                                                           1996-2001

damage control man 3^rd class petty officer

  streamlined tactical operations through maintenance planning and scheduling fire systems aboard the uss dwight d. eisenhower; administered supply records to ensure systems met code.

  oversaw training initiatives for the nucleus fire fighting team onboard the aircraft carrier.