Sales Management

Dalfanee Leach-Keyes

**** ***** ******* ** *******, NC 27616

919-***-****(cell)

abh701@r.postjobfree.com

Work Experience

Work place Options, NC EAP Clinician/Case Manager-Counselor

. Perform telephonic EAP clinical assessment and complete intake

summary.

. Case management/ more than 45 cases a day.

. Work-life referrals and short term counseling-collecting sufficient

data to make appropriate referrals and decisions regarding alternate

levels of care.

. Counsel clients that are seeking professional counseling services.

. Perform follow-up calls with client and the provider before closing

case.

Value Options, NC 3/08-09/10 Team Lead

Clinical Support

. Generate reports daily for upper management (Director & Manager)

. Coach 17 data management and medical records employees.

. Review documents and assist providers in completing documents

correctly.

. Process client medical record for services and billing approval for

CSS, MH, DD, and SA; Inpatient and discharge experience. Quality

assurance.

. Cover production reports and performance reviews with employees.

. Train employees on new processes and/or any updates.

Time Warner, NC 10/07-03/08

Team Lead

. Train new employees on how to up sell customers as well as provide

feed back that increase sells by 30%.

. Ensure that adequate phone coverage is in place and associates are

adhering to breaks and lunch schedules in a call center.

. Trouble shooting Cisco equipment and handle escalations in a timely

manner.

. Coach and monitor 12 team members that improve quality by 25%.

. Follow-up with irate customers to resolve service or billing issues.

. Cover performance reviews with team members.

. Experience with provisioning VoIP, Cable, and HSD services.

Verizon, Tampa FL 05/07-10/07 Coordinator-Sales

Support

. Provide sales support by negotiating, writing and reviewing contracts

and following up with end-users.

. Use multiple systems to research and evaluate billing for end-users

account.

. Determine what services customer would best benefit from and provide

pricing.

. Track calls and order/data entry in a database and maintain files.

. Experience provisioning PBX, Trunk, Centrex, DSL, Pots, ISDN, T1 and

Fios business customers.

. MS Office-Word, Excel, PowerPoint, Lotus Notes, Access, Internet

Explorer and PeopleSoft.

Verizon, Durham NC 09/97-09/07 Coordinator-Project

Management

. Collaborated with team via meetings, conference call and IM/chat.

. Draft and distribute meeting agenda and minutes.

. Take calls from irate customers with service and billing issues.

. Created 3 spreadsheets or charts daily to track the progress of

projects for upper management.

. Updated management on timelines and changes in the project.

. Email daily reports to upper management. Email new processes out to

over 100 employees.

. Prepare PowerPoint presentation and training documents for training

class.

Zacson, Morrisville, NC 09/96-09/97

Team Lead

. Served as team lead for 10 representatives. Charted daily attendance,

sales and ensure there is adequate phone coverage for a team of 10

associates.

. Monitored team members and prove feedback that resulted in a 30%

increase in sales. Provided motivation to ensure associate met minimum

daily sales quota.

. Reviewed and calculated team sales and turn into HR for payroll

processing.

. Handled escalations and irate customers that result in 95% customer

satisfaction.

Education

University of Phoenix- Raleigh, NC Masters in Psychology

University of Phoenix- Raleigh, NC B.A in Business

Administration/GPA 3.3

University of Phoenix- Raleigh NC Associates/General Studies/

GPA 3.49

Wake Technical College-Raleigh, NC Project Management

Certification Prep

UNC/Barnett-Chapel Hill, NC Clinical Research

Associate Skills

NC State University- Raleigh, NC Webpage Design

Bladen Community College-Dublin, NC Nursing Assistant I

Other Training

HIPAA

Oracle

SAP

PeopleSoft

Network+

Project Management Essentials: Controlling and Closing a Project

Project Management Fundamentals

Communicating effectively with difficult co-workers

Connecting through integrity

Dealing with conflict in the workplace

Leadership in Management Simulation

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