Customer Service Sales Representative

RANKIN VENTURA

Email: *********@********.***

Address: **-** ***** **

City: CORONA

State: NY

Zip: 11368

Country: USA

Phone: 347-***-****

Skill Level: Management

Salary Range: $50,000

Primary Skills/Experience:

IVR/ACD phone systems

Educational Background:

Bachelors Degree, Industrial Engineer

TECHNOLOGICAL UNIVERSITY OF SANTIAGO, 01/2004 - 11/2008

Santiago, DR, Dominican Republic

Not Selected,, Not Selected

Job History / Details:

EFFECTIVE BUSINESS DEVELOPMENT/CONTACT CENTER MANAGEMENT

SUMMARY

Results-driven, highly organized and hands on professional with significant experience and commitment to excellence in the contact center business.

Accomplished in automated call distribution (ACD) and interactive voice response (IVR) systems, program management and operational streamlining, leveraging core strengths and working diligently to ensure peak operational performance.

Experienced in outsourcing call centers as a supervisor, manager, customer service representative (CSR), sales representative, as a quality auditor (QA) for inbound and outbound projects.

Major strengths include strong leadership, excellent communication skills, competent, team player and attention to detail. Dutiful respect for compliance in all regulated environment and a clear vision to accomplish the company goals.

EXPERIENCE

Contact Center Sales Manager - 2011 to 2012

PLAZA MOTORS OF BROOKLYN INC, Brooklyn, NY

BDC/Internet Sales Manager; Oversee daily operations of BDC department, recruit and train representatives, review performance and develop improvement actions, generate campaigns via CRM tool and allocate to do's on a daily basis, run daily/weekly/monthly reports to pre-determined metrics and track results, review calls and provide coaching sessions in order to develop BDC Reps, assign web leads, confirm sales appointments and ensure that unsold follow-ups are being handled effectively, enforce call guides and email templates/communication.

Operations Call Center Supervisor - 2009 to 2011

VANTAGE MANAGEMENT SERVICES LLC, Long Island City, NY

IVR, telephone networks and ACD system admin, technical support, helpdesk, call center manager/supervisor; managed and directed all aspects of incoming call center operations; implementing call center policies and procedures for both billing and property management divisions. Developed and monitored quotas for service volume and timeliness. Monitored call center agents performance in order to ensure quality. Data entry clerk when necessary.

Lead Generator/Telemarketer - 2008 to 2009

OUTSOURCING SOLUTIONS, Santiago, DR

Lead generator, sales representative, telemarketer for a baby product website.

Quality Assurance Auditor/Supervisor - 2006 to 2008

UNITED NEARSHORE OPERATIONS, Santiago, DR

Quality auditor/Supervisor: Audit/listen calls on a daily basis, evaluate and provide proper feedback in order to improve customer service representative's performance and comply with company guidelines. Oversee performance, schedule adherence and development of 40+ agents.

Customer Service/Sales Representative - 2001 to 2005

INFOTEL, Santiago, DR

Customer service representative, telemarketer and team leader for an international phone company and rebate company. Answered calls on a daily basis while providing excellent customer service and satisfying customer's needs by being empathetic, sincere and sounding enthusiastic and upbeat throughout the calls. Also coached, trained fellow co-workers and assisted with data entry tasks.

EDUCATION

B.S., Industrial Engineering, Minor: Mathematics - 2008

TECHNOLOGICAL UNIVERSITY OF SANTIAGO, Santiago, DR

GPA: 3.6, Major GPA: 3.5. Obtained USA degree equivalency through World Education Services (WES) in 2009

SKILLS

* Microsoft Windows, Office, Outlook, Word, Excel, PowerPoint

* Dealer Socket, Yardi Systems Inc, Mitel IVR and IP phone systems, PrairieFyre software, Oaysis Management Studio (tracer), Angel.com contact center client;

* Bilingual English and Spanish (Read/write/speak fluently)

* References furnished upon request.

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