Sales Manager

Brenda J. White

**** ******** ****** 520-***-**** Mobile

Las Vegas, NV 89122 ************@***.***

OBJECTIVE

To contribute strong management skills, sales and customer service

experience to your organization as Call Center Associate.

QUALIFICATIONS

. Comprehensive 25+ years of public contact and consumer relations, 18

years in Sales/Service, 15 years of Management experience, 11 years in

Call Center Environment, 7 years Recruiting/Interviewing/Hiring

applicants, 11 years Collections-Accounts Payable and Accounts

Receivables, 13 years Payroll, 5 years Major Airline Carrier and 8

months Core Trainer experience.

. MS Word, Excel, Power Point, Outlook, Kronos Payroll, AS 400, People

Soft, Learning Management System, System 1 - Airline Ticketing System,

Customer Management System, Total Systems, Lotus notes, Lotus 1-2-3,

Access, Advisor, RTA, Etalk, Avaya, Nextel and Meridian phone systems.

Typing 45 wpm and ten key by touch.

. Flexible, approachable, able to think outside the box, highly capable

in motivating and developing team members; a diverse background

working with internal and external customers.

PROFESSIONAL EXPERIENCE

CITIGROUP

TUCSON, AZ

COLLECTOR III

DECEMBER 10 - MARCH 11

. Contacted clients to secure payments and/or setup payment arrangements

on consumer accounts on outbound dialer at 5.5 contacts per hr against

goal of 5.0 per hr.

. Work with clients on a one on one basis to understand their current

financial situation and provide options that will would assist the

clients in bringing their consumer accounts current.

. Calls were on an Outbound Dialer, achieved above dollars collected for

the program for January and February 2011.

COLLECTION UNIT MANAGER SR.

NOVEMBER 09 - NOVEMBER 10

. Coach a team of 17-25 associates that used both Inbound/Outbound

dialers to contact clients to secure payment and/or setup payment

programs for accounts that are 31- 120 days delinquent.

. Developed Monthly Incentive Contests to drive associates results in

Sales, Average Handle Time and Quality for my team and competitions

with other peer groups in the same program.

. Team received Rock Star Status based on team performance for dollars

collected for January, February and March 2010 out of 4 teams. The

Tucson program was very successful with our business results, that the

Tucson was able to bring in two new businesses to the site.

. Received Star Player Award for performance excellence January and

August 2010.

. Process team's Attendance, Payroll, Vacation Request against

Forecasted calls for the program, Corrective Counseling and Action

Plans as needed.

. Assisted Training Department in cross training associates to the new

programs and supported new teams to the floor with questions,

escalated calls or management needed requests.

CONVERGYS

TUCSON, AZ

CORE TRAINER

SEPTEMBER 08 - OCTOBER 09

. Combine Training and Operation background to improve the students'

performance in the 1st 30 days on the production floor by setting

expectations and goals for AHT, AHD and Quality during training.

. When not in class stayed current with the product knowledge for each

program by taking live calls, attending team meetings, completing side

by side observations with associates and monitor/deliver quality

monitors to associates and their mangers.

. Complete all daily administrative deliverables to include Attendance,

Payroll and Counseling for behavioral or attendance issues.

. Major contributor to changes in training program by including student

y-jacking, role playing and demonstrating skills with students to help

building confidence in the program. Provide feedback during

conference calls on Action Plans for AHT and Quality, update on

Continued Education training for the program and Calibration calls

with the client.

. Developed the training drive online, which all trainers and Training

Development Manager's could assess that included the training

material, job aids, up training material, daily-weekly-monthly

deliverables. This made the training available in all classrooms and

one local area to go for the programs deliverables to increase

organization and productive of the training team.

. Won Tucson's Site Trainer for May 2009. I was point of contact for

the Philippines training team with a new project by providing

resources and answering questions thru IM's that allowed immediate

feedback in their classroom environment.

SEARS HOLDING CORP TUCSON, AZ

TEAM MANAGER MARCH 07 - AUGUST 08

. For first 60 days with the company, monitored all associates in the

Dot.com business and improved the quality of the customer experience

by implementing a call flow for associates to follow. This process

helped to decrease AHT, improved Sales, improved the overall customer

call experience and Quality. Mentor peers on the project regarding

Quality, Sales and AHT by listening to calls, providing feedback to

the associates, team members and center manager on the customer's call

experience.

. Monitor and coach 22 agents on the client's website, to assist

customers with the online purchase and order status for delivery. Use

feedback to work one on one with agents to gain understanding of the

KPI's and set up follow up meetings to review calls and reports to

gauge performance.

. Effective in training customer sales personnel in achieving top

monthly sales for the department. The last 8 months my team's monthly

sales average is $605,920.70. Used Incentive Sales Contests on a

monthly basis and enlisted the team members to create, develop and

keep up on the contest to develop them in the goals to be promoted in

the business. Three team members were promoted, two promoted to Team

Managers and 1 in Workforce management.

. Conduct team meetings and incentive programs to drive results in

Sales, AHT and Quality. Team ranked #1 in the Dot Com business 8 out

of 10 months in the Tucson Call Center. Process team's Attendance,

Payroll and Corrective Action Plans as needed.

. Team Manager of the year for 2007 for the Sears.com Program for the

site.

. Created and produced a flyer called "Hot News Updates" for my team.

Was asked to send it out to as a communication update to include 3

other sites. Major contributor in trouble shooting website issues or

directing customer concerns to the correct departments to improve the

website or items delivered to customers.

AFNI, Inc. TUCSON, AZ

PROJECT LEAD JULY 04 - JANUARY 07

. Coach and motivate a team of 8-10 Project Coaches to achieve company

operational functions and individual/team goal attainment for 150+

associates.

. Coordinate and monitor team's daily workflow to ensure all operational

functions are performed efficiently and in a timely manner in order to

meet quality and performance objectives with client and operational

standards. Improved the quality of the Project Coaches delivery with

their associates by doing side by side's with the agent and the

Project Coach. Provided 1:1 with the Coach with the feedback of the

coaching session on the floor, improved quality with the teams as

associates received feedback weekly and coaches were able to develop

creative coaching styles to add to their sessions.

. Established a team of associates to take escalated calls to reduce the

Average Handle Time in the program; increasing the amount of calls the

associates could take in the day by releasing the calls to senior

agents to resolve customer issues/complaints for First Call

Resolution. This process was adapted in other sites working the same

program. The Coaches received monthly reports of those associates on

the team that needed extra training on handling escalated call or

other training needs as their calls and resolution were recorded by

the senior associates.

. Program generated an average of $500,000 in positive revenue monthly,

was the top ranked program at the site and was recognized by the

Partnership Group as one of the Top Performers for the program.

PROJECT COACH AUGUST 03 - JULY 04

. Monitor and coach agents on the client's website, to assist customers

to register and navigate their accounts online. Proactive one-on-

one's to include the agent's stats and areas requiring development.

. Conduct team meetings to provide recurrent and Up training on the

floor.

. Develop my team to advance within the company with the understanding

of the expectations and professional demeanor by mentoring, coaching,

giving feedback, driving results and managing escalated calls.

. Provide Management with accurate information concerning the strengths

and weaknesses of agents.

. Process team's Attendance, Payroll, Vacation requests and Corrective

Action with Action Plans with the agents.

. Mentor new Project Coaches on the project with processes and

procedures for daily activities and job expectations.

. Promoted to Project Leader after 8 months of Top 3 teams on the

production floor in meeting KPI's and client goals.

PARK PLACE ENTERTAINMENT

LAS VEGAS, NV

FRONT DESK CLERK

MARCH 03 - MAY 03

. Check in hotel guests at the Front Desk, review room reservation, up

sell room accommodation ant take payments. Provide check out billing

for guests and review with the guest any charges or billing question

upon checkout.

. Provide information to guests about the property and amenities that

are available at the hotel/casino.

. Handle escalated issues that came to the Front Desk by working with

the guest and within company policies to resolve their compliant.

. Prepare cash turn-in sheet and balance posting at end of shift.

. Balance posting at the end of the shift.

WILLIAMS-SONOMA, INC.

LAS VEGAS, NV

CUST SALES/SUPPORT SUPERVISOR NOVEMBER 01 - SEPTEMBER 02

. Increase workflow in the Support Department to include accountability

and communications with the Support Team.

. Monitor recorded calls and provide feedback to the sales associates on

a weekly basis to set goals for improvement. Team scores were 1st or

2nd monthly in the call center overall monitor scores.

. Produce spreadsheets, telephones logs, as well as a team newsletter to

increase team knowledge on products, increase upsells productivity and

acknowledge associates achievements.

. Resolve associates issues with attendance, payroll, product knowledge,

provide one-on-one coaching to increase PC knowledge, counseling and

monthly evaluations of associates performance levels.

PROVIDIAN FINANCIAL CORPORATION

LAS VEGAS, NV

CUSTOMER SERVICE/SALES UNIT MANAGER

MAY 00 - FEB 01

. Recruit and Interview new hires to fill new credit card call center up

to 1200+ associates. May 00 to Nov 00

. Track interviews and job offers to new associates in the HR

department.

. Assist in employee training and development, motivating associates to

achieve/exceed monthly goals in Sales/Service environment.

. Monitor and coach associates to take inbound calls regarding clients'

credit card accounts. Provide feedback on recorded quality calls,

review processes and set goals thru feedback sessions with associates

to improved performance. Set up follow up dates for feedback on

associate's performance on weekly and monthly basis. Set up incentive

contests monthly for the team to improve performance and drive result

for the program.

. Process team's Attendance, Payroll, Vacation requests and Corrective

Action with Action Plans with the agents. Provide Management with

weekly and monthly Deliverables regarding team's Attendance and

Performance with Action Plan.

CANYON RANCH SPACLUB

LAS VEGAS, NV

PROGRAM COORDINATOR

SEPTEMBER 99 - MAY 00

. Greeted new guest's and provided tours and promotional packages on

body treatments, skin care, hair solon as well as health and wellness.

. At the Front Desk, checked in guests, set up appointments, up sell

package services to and receive payments for services rendered.

. Assisted in establishing successful structure for a new call center

for the SpaClub services.

AMERICA WEST AIRLINES

LAS VEGAS, NV

SSR/PAX PLANNER/FIELD STATON SUPERVISOR

OCTOBER 94 - APRIL 00

. Supervised Night Flight Operation of ticket counter, gates, and

cargo/ramp agents.

. Scheduled work shifts for employees and vacation relief.

. Mentor and assist in new hire training as well as complete

observations on employees for monthly progress reports.

. Resolved misconnected/volunteered passengers for flights. Make hotel

accommodations for passengers needing overnight stays with ground

transportation.

. Resolved escalated passenger complaints.

EDUCATION

Pima Community College, Tucson AZ 1981-1989 General Studies - 37 credit

hours

. AZ Certificate, Emergency Medical Technician 1981-1983

Thomas Nelson Community College, Hampton VA 1992 - 3 credit hours

Community College of Southern Nevada, Las Vegas NV 1993 - 3 credit hours

Rio Salado Community College, Phoenix AZ 1994 - 11 credit hours

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