Sales Representative

Ellen D. Fay ********@**.**.***

*** ****** ****, ******, ** 27705 919-***-****

SUMMARY OF QUALIFICATIONS

. Professional who develops best practices by reviewing procedures and

norms to help increase performance.

. 20+ years of business experience with the ability to create unique and

innovative solutions which generate stronger results for the company.

. Subject matter expert and trainer for outsourcing efforts including

domestic and international travel.

EMPLOYMENT HISTORY

SRA Inc, Durham, NC 2010 - 2012

Research Telephone Center Manager

Start-up research call center for an established company. Responsible for

developing all policies and procedures for the center. Managed a staff of

150 interviewers, supervisors and hotline staff.

. Oversee all telephone operations.

. Completed 16,000 surveys in 6 months. Average length of survey was

just over 1 hour.

. Designed all training materials and trained all staff for a very large

and complex study with NIEHS, NIH

. Managed staffing budget of $1.4 million annually.

. Work with principal investigators and assignment leaders to develop

appropriate data collection methodologies

. Address sampling and analysis problems

. Direct staff in proper interviewing techniques.

Research Triangle Institute, RTP, NC 2006-2009

Senior Project Supervisor, Call Center Services

Managed RDD, longitudinal and direct dial projects for health, education

and governmental research studies. Studies conducted using a variety of

methods including CATI and CAPI.

. Redesigned the General Training curriculum for new telephone

interviewers into on on-line class.

. Managed a unique $3.5 million study for the Department of Defense.

. Designed training materials and trained call center staff for new

research studies.

. Tested electronic instruments to identify any problems as well as

recommended changes and enhancements to the instrument for research

studies.

. Monitored interviewers, reviewed queues, identified problems and

recommended solutions throughout the data collection period.

InfoNxx, Greensboro, NC 2005-2006

Quality Manager

Managed a team of Quality Specialists on a daily basis. Focus on driving

quality throughout the company and building bridges across the organization

to enhance overall standing within the company.

. Developed programs to ensure the company meets quality standards set

by vendors.

. Enhanced processes to increase efficiencies resulting in 6% overall

improvement across the board

. Lead quality initiatives across the organization which aided in the

number one rating from Paisley on their bi-annual survey of all like

companies.

. Responsible for raising the North Carolina call center to the number

one position for 2 consecutive months.

Dun & Bradstreet, Greensboro, NC 2003-2005

Call Center Manager, North America Data and Operations

Managed a staff of up to 30 outbound telephone associates on a daily basis.

Focused on setting team goals, monitoring performance, driving results and

developing associates.

. Managed the outsourcing efforts for the Greensboro office including

taking on the role of the subject matter expert for two unique

functions, trainer, and transition coordinator which required both

domestic and international travel.

o Identified cultural challenges in India and offered simple

solutions to illustrate the insight needed for a successful

transition.

o Created process flow documentation to supplement training.

. Identified two high potential individuals and provided on-the-job

mentoring which resulted in promotions to team leader positions.

. Developed sales tip sheets for the non-sales team members which was

subsequently used by the sales professionals and posted on the

company's intranet.

Harte-Hanks Corporation (Contractor at Cisco Systems, Durham, NC) 2002

Call Center Manager, Sales Development

Set up an outbound call center of 40 Sales Development Associates focusing

on generating qualified leads in the SMB marketplace.

. Responsible for setting the standards, developing reports and managing

the team

. Created sales incentive programs to drive performance.

. Coordinated with Harte-Hanks management to drive contract related

issues and grow the contract.

. Identified individual's strengths and personality traits to position

individuals properly in sales territories.

Staples Corporation, Framingham, MA 1998-2001

Process Improvement Analyst, Contract Customer Care Management

As a member of the Operations Department, identified areas where changes in

policy would increase efficiency and effectiveness. Worked with cross

functional team members to perform needs analysis and to create the new

process flows.

. Identified gaps in information and coordinated solutions with a cross

functional team resulting in up-to-date information for customer

service to share with customers.

. Represented customer service and operations in cross functional teams

that resolved issues such as package tracking, systemic drop ship

returns, and direct/dot com consolidation resulting in successfully

breaking down channel barriers.

o Created process flow diagrams as well as training documentation for

implementation.

Teleservices Supervisor

Supervised a staff of 26 outbound telephone associates who focused on

generating new business for the company.

. Developed training materials to teach associates how to sell and retain

customers.

. Evaluated and selected software applications to be used for tracking

calls

. Promoted to Analyst within 24 months.

Additional Relevant Experience

Digital Equipment Corporation, Littleton, MA 1996 - 1998

Corporate/Global Sales Representative/Team Lead - Teleservices

. Team sales with an $72M annual goal. Consistently exceeded annual goal.

Interleaf, Inc., Waltham, MA. 1991 - 1996

Senior Telesales Representative

. Achieved Golden Leaf Club (over 125% of goal) in 1992, 1993 and 1994.

Computer Associates (formerly Access Technology), Natick, MA . 1989 -

1991,

Account Manager New Products Group - Inside Sales

. Achieved top award for Unix sales for FY 1991. Achieved 148% of annual

target for FY 1990.

Lotus Development Corporation, Cambridge, MA. 1987 - 1989

Field Sales Representative:

. Managed vendor relationships.

Telesales (promoted to Field Sales after one year)

. Outbound telesales representative focused on the educational marketplace.

.

EMC Corporation, Natick, MA. 1985 - 1987

Field Sales Representative.

. Sold add-on main memory for mainframe computers. Opened new field sales

office in Denver, CO.

Education:

University of Colorado, BS Degree

Leslie College, 18 hours completed towards an MBA

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