Customer Service Sales

Rhonda M. Echols-Forte

**** ***** ****** ***** 813-***-****

Brandon, FL 33510 ********@*******.***

Summary of Call Center Management Professional with 13 Years in Product Sales

& Service.

Qualifications Expertise in Strategic Planning, Forecasting / Budget Control and

Process Reengineering.

Education B.A., Political Science, Summa cum Laude; 3.9 GPA

Dillard University – New Orleans, LA

Dillard University four-year academic merit scholarship

Career History

CITIBANK, USA

Feb 2003

to present Vice President of Credit Sales – Tampa, FL (Oct 2010-present)

Products: Credit cards, personal loans, home equity loans, first mortgages,

overdraft protection and business/consumer lines of credit.

Drive credit sales & services through 350 multilingual Personal Bankers

at 3 call centers in FL, KY & TX.

Plan & control budget generating monthly revenue profits of $1.5M:

Develop and closely monitor sales projections and expense budget to meet

corporate revenue plan. Oversee pipeline fulfillment of all credit products.

Determine monthly commission scale for Personal Bankers: Collaborate

with Finance Team to forecast first-year revenues from each product.

Develop strategic plans to increase credit application volume,

approval rates & booking/funding rates: Collaborate with the Product

Team, Operations, Sales Support, Marketing Channel and Citi-Mortgage

Partners to ensure delivery of a world class sales and service experience.

Manage product-specific training programs to meet strategic plans: Create,

schedule and deliver classroom and online training for all credit products.

Ensure compliance with regulatory requirements to control risk exposure.

ACHIEVEMENTS

Increased sold & booked mortgages by 200% from 2011 to 2012.

Consistently exceeded sales goals for all credit products by 500+ units/month.

Decreased turnaround time by 50% for personal loans & lines of credit:

Identified bottlenecks and re-engineered credit approval processes. As a

result, booking rates increased and client satisfaction improved.

Decreased response time to client complaints from 7 days to 48 hours:

Created a system that notified responsible individuals and assigned

accountability for resolving each client issue.

Developed disaster relief loan product to benefit Hurricane Sandy victims:

Led a cross-departmental program to expedite loan approvals.

Assistant Vice President of Sales – Tampa, FL (2007-2010)

Products: Credit cards, personal loans, home equity loans, first mortgages,

overdraft protection and business/consumer lines of credit.

Managed inbound sales & service operations (30 Personal Bankers):

Responsible for generating revenue by converting customer service

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contacts into sales opportunities. Drove accountability through call

monitoring, training and coaching to improve individual performance.

ACHIEVEMENTS

Team consistently exceeded monthly sales goals while achieving

handle-time of 400 seconds.

Acted as Operations Manager in "stretch role": Served as International

Banking Contact, Compliance/Audit Point of Contact and Customer

Satisfaction Contact for One Stop Sales.

Rhonda M. Echols-Forte 813-***-****

********@*******.***

CITIBANK, USA – continued

Manager – Citi Cards & US Automobile Club Retention –

Tampa, FL (2004-2007)

Products: Citi-Card Identity Monitor, Watch Guard and Auto Club Roadside

Assistance.

Managed inbound member retention efforts (30 Customer Service/Sales/

Retention Associates): Responsible for minimizing revenues lost when

members called to cancel any card service. Hired, trained and coached

retention team members. Monitored calls and provided feedback. Created

motivational contests to improve retention rates and add-on sales.

Controlled operational costs: Tracked attendance, payroll and scheduling;

audited timesheets and handle-time records. Worked closely with scheduling

managers to ensure optimal head count.

ACHIEVEMENTS

Led team to exceed or meet 25% monthly retention rate goal on all products.

National Citi Star Award: For creating positive work environment and for

leading team to exceed all sales/retention metrics (Qtr 4, 2005).

Citigroup Sales Manager – Sears Credit – New Orleans, LA

(2003-2004)

Products: Sears credit card Account Care and Sears Choice Rewards.

Managed inbound sales & service operations (team of 30 associates).

Planned & led monthly motivational sales meetings for 12 teams:

Identified, rewarded and celebrated top performers in all metrics. Presented

goals for the following month.

ACHIEVEMENTS

Consistently exceeded all monthly sales goals for Sears products.

BELLSOUTH MOBILITY/ CINGULAR WIRELESS (now AT&T WIRELESS)

Jan 2000

to Feb 2003 Customer Operations Manager – New Orleans, LA

Products: Account insurance, equipment upgrades and multiple monthly service plans.

Transitioned a team of 30 Collections Assistants into Customer Service

Assistants: Trained team in technical product knowledge, identification

and troubleshooting of sales and billing issues.

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Managed newly created inbound customer service function: Responsible

for cost control, team productivity and improving overall customer service

efficiency by reducing call transfers.

ACHIEVEMENTS

Exceeded monthly goals for quality & compliance.

Computer Skills MS Word Excel PowerPoint Outlook

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