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Yyyyyy x. yyyyyy

815 Ship Wreck Pl. | Xxxxxx, XXXXXX xxxxxx xxx-xxx-xxxx |



Driven, focused Senior Training Manager and Business Executive with 19 years of telecommunications expertise. Assertive, self-directed, integrity-based and team-focused professional with a track record of career success in the areas of Sales, Training, Customer Service and Leadership. Well-versed in managing multiple projects at once in fast-paced environments that call for the ability to thrive under pressure and effectively multitask. Serve as an expert-level, trusted advisor for business leaders in order to determine optimal methods in helping teams deliver learning plans to meet training needs. Possess dynamic people skills and a strong reputation for service delivery and retention success. Now in pursuit of a Senior Manager role with a Telesales focus.




  Achiever of consistent top sales results; surpass sales dollar and volume quotas

  Possess five years in total as a senior leader thus far

  As an Associate Director of Call Center, named as one of the Top 25 of 120 Leaders in the Nation for two of those three years in the role

  Noted with an Exceeds/Leads rating as part of the Year End Appraisal process in 1998, 2001, 2002, 2005, 2007, 2012 and 2013

  Named as the 2010 Senior Staff Support Member of the Year

  Recognized as Senior Sales Trainer of the Year for 2005 and 2007

  Achieved Winner Circle honors from 1996 until 2003

  Ranked #1 in Retail Store Sales in the Region for 2000 and #1 in Sales within the Southeast Region; resulted in being named to the President s Cabinet in 1998

  Succeeded in elevating a C-Level store location to a Level A location from 1999-2000

  Awarded the Account Executive of the Year accolade for 1998 and Sales Associate of the Year in 1997

  Attained outstanding performance levels which led to tacking on progressively increasing responsibilities over a 21-year period


Core Skills


Curriculum Development | Sales & Management Training | Learning Tools | Opportunity Identification

Leadership Planning | Call Centers | Customer Service | Strategic Sales | New Account Prospecting

Market Planning | Relationship Building | Business Partnerships | Stakeholders Engagement

Interpersonal Communication | Coaching | Competitive Nature | Organization | Time Management

Presentations | Negotiation | Staff Hiring | Supervision | Performance Assessment | Program Evaluation

Problem Solving | Project Management | Budgets | Resource Allocation

Impact Measurement & Reporting | Continuous Improvement


Professional Experience: Verizon Wireless


Associate Director/Senior Manager- Call Center (2014-2016)

  Developed and managed a team comprised of nine Care Supervisors and 120 Customer Advocates

  Oversee inbound and outbound call functions such as billing and Tier 1 troubleshooting

  Lead sales support, service delivery, customer correspondence and special project efforts


South Area Learning and Development Region Manager (2008-2013)

  Directed the development, planning and implementation of both direct and indirect training efforts

  Based training development plans on needs assessment findings; tailored trainings for each audience


Senior Consumer Sales Trainer (2004-2008)

  Led training sessions that touched on complex topics e.g. New Employee, Sales Skills, Data Products, Management Sales Performance, Training Delivery, Operation and Adobe Connect 9.0.

  Called on business acumen to enhance staff learning via delivery of innovative educational offerings onsite

Yyyyyy x. yyyyyy




Communication Store Manager (1999-2004)

  Took on an increased level of managerial accountability including responsibility for sales support, training and asset protection

  Led coaching efforts to ensure adherence at all times to key performance indicators (KPIs)

  Delivered high-caliber, quality customer service across all new and existing client accounts


Account Executive (1997-1999)

  Tackled an array of tasks including the delivery of sales service to existing and new clients in assigned North Carolina territory

  Handled account management duties for a diverse portfolio of 75 corporate clients; thrived in delivering superb service to each individual client on a continual basis


Sales Associate (1996-1997)

  Drove the seamless delivery of sales and service support within five area accounts throughout western North Carolina

  Actively and continually supported a base of 150 corporate accounts, always mindful of each accountholder s individual business needs


Customer Service Representative (1995-1996)

  Completed daily deposits with accuracy and timeliness

  Provided ongoing support for retail and direct sales teams

  Handled inventory control measures; replenished stock levels as needed

  Fielded administrative operations such as xxxxxxheduling, bill payment processing and handling exxxxxxalated customer calls as appropriate


Education & Credentials


Master of Business Administration, Montreat College

Bachelor of Xxxxxxience, Economics, University of North Carolina

Level 1 Certified in all Training Certifications


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