Sales Customer Service
Resume:
W IL L IE MEREL
*** ******* ****** *** *******, CA 90031
w **********@*****.***
CAREER H IG H L IG H TS :
Increased sales conversion rate by double during my first two months at Lunada
B iomedical
Invented a sales process known as “The Discovery Burger” (a probing based method of
selling)
Employee of the year 2006
March 2012 awarded with most creative solution based t raining
10 plus years of call center experience
Proven t rack record of increasing sales within multiple partner sites
Consistently identified as a leader in every position held
Met and exceeded goals every month in 2011 by more than 50%
5 plus years of management and leadership experience
Developed and implemented sales and t raining procedures in multiple call centers
nationwide
EXPER IENCE:
Telemarketing Sales Manager (vendor call centers)
Lunada Biomedical-March 2013-May 2013
• Was the head of the sales department and reported directly to the CEO
• I was able to restructure the product t raining and development for all vendor call
centers
• Oversaw and supported 5 vendor call centers across the nation
• Managed KPI’s for all centers and held them accountable for reaching their targeted
goals
• Revised sales script and star ted the t ransition from a scripted sale to a solutions
based type of selling
• Created and fully integrated new QA procedures to be adhered to by all call centers
• Led all centers to best performance in company history in March and April 2013
• Actively sought and brought on new vendor call centers
• Created growth plan for department and all vendor call centers
• Maintained established relationships with high level directors, managers, and CEO’s
of all partner sites
Ter ritory Sales Manager (D IRECTV-For Business) August 2010-March 2013
Integrated Marketing Services
• Support 8 commercial call centers for Verizon, Century L ink, and AT&T within a
3 s tate region to increase sales, drive activation rate, decrease churn, and
i mprove customer experience
• Use direct t raining, observation, and side-by-side call monitoring to maximize
sales output and reach key performance indicators
• Use personal initiative to create and implement motivational contests, goals,
challenges and incentives to fur ther improve sales or in response to low
performance as you encounter challenges.
• Through analysis of visits and sales, make suggestions and presentations to
suggest methods of increasing sales for the client.
• Brought region numbers from a 60% activation rate to an 80%+ activation rate
w ithin a two year period.
• Buil t and established relationships with Directors and call center managers to
help promote DIRECTV within the region.
• Part of a team that decreased the national churn rate from 12% to 2.89% within
t he year of 2011
• Travel regionally and nationally to maintain the relationship between our client
and their partners.
D I RECTV Customer Service/ Retention Supervisor (inbound call center) October
2009 -August 2010
VXI Global Solutions Inc.
• Supervised group of 16+ reps to record breaking retention rates.
• Team consistently held a 80% retention rate for Q2 in 2010 leading the nation
• Monitored quality assurance and held highest mark for QA score within
D IRECTV for Q1, Q2 in 2010.
• Implemented a value based approach for my reps to ensure first call resolution
w ith each call that came in to the center.
• Handled escalations with the highest level of customer service while insuring
t hat the call didn’t need to be escalated beyond my conversation.
• Challenged my reps every month with realistic goals while staying in compliance
w ith the direction of the call center director.
• Ini tiate and coordinate activities and incentives to generate and maintain
motivation and enthusiasm.
Motivate staff and actively participate in continuous improvement efforts
t hrough coaching, facilitating, and team building.
M ortgage/Asset Team Lead (inbound call center) August 2007- July 2009
I NG Direct
• Attained and maintained a portfolio of over 11Million asset based accounts.
• Buil t a mortgage portfolio of multiple loans consisting mostly of 5/1 and 7/1
ARMS
• Used solutions based selling to upsell mortgages, checking and savings accounts,
retirement plans and a broad variety of liability products offered by the bank.
C all Center Supervisor (Outbound) May 2003- May 2007
School Loans Corp.
• Managed an outbound team of 8-10 reps
• As supervisor I served in a dual role as lead t rainer
• Team was number one for the month of April 2006 with a close rate of over 70%
• Buil t and developed all t raining material for new hires and management
• Worked closely with call center manager and director and was the number one
point of contact when call center manager was not in the office
• Consistently relied upon by director and call center manager to mentor and t rain
new supervisors
• Was a crucial part of the hi ring process by serving as the lead interviewer for all
r epresentative positions
HONOR & AWARDS:
P residential Award for Community Service May 2004
For volunteer work at Inside Out Community Ar ts
S KIL LS:
B ilingual Fluent in Spanish reading and wri ting
E xperience in Excel, M icrosoft Word, PowerPoint
E ducation:
M t St. Mary’s College-Los Angeles
Bachelor of Ar ts in Business Management
E xpected graduation date fall 2015
Contact this candidate