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Yyyyyy x. yyyyyy

- 0000 xxxxxx xxxx , xxxx , xxxxx 00000 ( (xxx-xxx-xxxx * abc@xyz.com

 

Call Center Management ▪ Customer Service Management

Qualifications Profile

 

    Dynamic and efficiency-driven service and sales management professional with more than 10 years providing high-performance sales, customer service, contact center, team development, and operations management in the manufacturing, retail, and banking sectors.

-    Ranked as Number One performing banker out of 450+ bankers based on all metrics for call center operations at the Huntington National Bank in 2013.

-    Recipient of 9 Pinnacle Club monthly awards (Top 10%) in 2013, setting the Scorecard record of 125.44% and maxing out the highest possible score for all metric categories with 128.75% at the Huntington National Bank.

    Detail-oriented without losing sight of the big picture, analytical and methodical with critical thinking to strategize solutions to increase sales, and resolve professional relationship and complex customer service issues even under stress.

 


Key Expertise

 


    Call Center Management (Inbound/Outbound)

    Customer Service Management

    Retail/Banking Sales Management

    Sales Staff Development

    Performance Management

    Relationship Management (Customers & Stakeholders)

Technical

    Productivity Tools: MS Office (Word, Excel, PowerPoint, & Outlook)


 

Professional Experience

Acorn Stairlifts, Inc.Ÿ Orlando, FL

Regional Manager - Mid Atlantic, Midwest, Southwest, Central Region 2014 2017

    Provided strategic and tactical direction in managing day-to-day operations of an inbound/outbound call center overseeing the performance of 13 managers and 150+ sales agents, reporting to and appraising the national sales director with progress of conversion and sales improvement plans that ultimately increased sales revenue and conversion in every assigned region.

    Supervised sales force of 24 sales associates, closers and admin, developing and executing a comprehensive staff development roadmap involving sales workshops, managing performance evaluations, and instituting sales metrics for several campaigns measuring and improving performance of teams and managers.

    Developed and executed conversion and performance improvement plans that yielded immediate increases in overall sales, identifying bottom performers and administering additional training to raise performance standards.

    Initiated and implemented a performance recognition program for sales representatives that reduced attrition as well as hiring and training expenses, while uplifting morale to boost and maintain high productivity.

    Served as "train the trainer", developing courses for the continuing education programs in developing managers.

    Authored several telemarketing scripts for each product line and target market based on seasonal sales objectives.

 

Huntington National Bank Ÿ Holland, MI

Team Sales Manager II 2011 2014

    Managed banking sales operations involving first contact inquiries with the phone bank covering balance inquiries to disputes, online banking, loan calls, mortgage calls, credit card calls, sales calls as well as escalated calls.

    Successfully transitioned new hires from service-trained to fully trained sales professionals using developmental programs involving weekly audits, call reviews, live monitoring & coaching, quality evaluations as well as supplemental training workshops.

    Supervised a sales force of 2 alternating teams of 25 sales associates, 2 relief managers, and 2 supervisors for an inbound phone bank, coaching and assisting sales teams in meeting their specific sales goals, while conducting H.E.A.R. Me call audits, colleague OCR sessions, refund report coaching, scorecard metrics, team huddles, sales contests, skills/sales coaching, and escalated call resolution.

 

The Walking Company Ÿ Kentwood, MI

Assistant Store Manager 2008 2011

    Supervised a sales team of 6 sales associates in driving sales and managing P&L, inventory, merchandising and customer service for a world leader in retail footwear, developing and executing a comprehensive training program for new sales associates that ensured top sales performance and productivity within the shortest time possible.

 

Training & Certifications

 

    Kantola Management Training Certificates, Online Courses

    First Aid, AED, Bloodeborn Pathogens, & CPR certifications

 

 

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