Customer Service Sales
Resume:
Michael Slaughter
Delaware, Ohio 43015
Summary Statement
Professional experienced in personnel and operations management in a sales and service environment
with excellent interactive skills seeks position to advance skills, knowledge and career.
Experience
Telesales Supervisor
Time Warner Cable
July 2006 to present
*Manage team of 20 plus outbound sales representatives including coaching, training, assessing
performance and completing discipline.
*Hire and train associates. Work with Human Resources as lead supervisor for department recruiting as
well.
Customer Service Manager
Bound Tree Medical
September 2005 to July 2006
* Manage customer service team including interviewing, hiring and training employees; appraising
performance; rewarding and disciplining employees; and resolving team issues.
* Develop work procedures, prepares work schedules, and expedites workflow.
* Work closely with other departments including Sales, Purchasing, Finance and Warehouse Operations
to resolve customer questions and concerns.
* Coordinate communication and activities between Customer Service and the field sales force to
resolve order and customer problems.
*Working one-on-one with employees and utilizing call monitoring technology, evaluate CSR order
taking effectiveness and customer service skills and performance.
Telerecruitment Supervisor
American Red Cross Blood Services
October 2004 to July 2005
*Managed inbound/outbound call center responsible for blood donor recruitment in northwest Ohio.
Supervise staff of 26 recruiters/customer service representatives to ensure blood supply for 23 hospitals
in Ohio and Michigan.
*Attained 110% of goal and increased efficiency by roughly 20% in first 6 months.
Call Center Manager
Dispatch Consumer Services
Promoted November 1997 to October 2004
*Managed telephony systems, supervisory, administrative and sales staff for major newspaper
subscription sales promotions and business to business database-building marketing initiative for major
pharmaceutical company.
*Increased order production by 13% after regulations that reduced efficiency took effect with creative
measures temporarily avoiding need for system upgrade.
*Oversaw sales and service operation that produced orders 50% over industry average per hour.
*Tracked compliance with state and federal regulations.
Recruiting and Training Supervisor
Dispatch Consumer Services
Promoted September 1996 to November 1997
*Reduced sales associate turnover from 400% to below industry standard in call center environment;
handled recruiting, interviewing and hiring for 40-employee call center.
*Created orientation process, training manual and behavioral-based interview process.
*Coordinated scheduling of personnel, incentive programs and handled all disciplinary correspondence.
Shift Supervisor
Dispatch Consumer Services
Promoted May 1996 to September 1996
*Supervised fifteen sales people; surpassed quotas through ongoing training and daily motivation.
Verifier/Telephone Sales Representative
Dispatch Consumer Services, affiliate of The Columbus Dispatch
Lewis Center, Ohio
October 1994 to May 1996
*Verified orders with customers to assure accuracy. Routinely surpassed quotas.
Sports Clerk
The Columbus Dispatch
Columbus, Ohio
November 1994 to September 1997
*Gathered information on deadline for high school and college events for box scores and summaries;
wrote feature articles and game stories as assigned.
Staff Writer
The Northwest Signal
Napoleon, Ohio
November 1993 to October 1994
*Covered assigned beats wrote feature articles and designed pages.
Training and affiliations
Member, Direct Marketing Associations Teleservices Council
DDI Interactive Management Training
How to Supervise People, Fred Pryor Seminars
Management Certificate: A Survey of MBA Topics at Ohio State University
Education
Bowling Green State University
Bachelor of Science in Journalism, Specialization in Magazine Journalism and Public Relations
Minor: Business/Marketing
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