Sales Customer Service

Call Center Leadership

Customer Care and Support Call Center Retention Leadership Online Sales Channels

Work for a progressive organization that enables me to use my strong leadership skills, solid computer competencies, and effective communication skills to develop a department that will exceed performance expectations

CORE COMPETENCIES

Knowledge of Key Drivers

Organizational Skills

Leadership Skills

Embraces Speed, Growth, & Change

Interpersonal Skills

Recruitment and Selection Strategies

Strong Business Acumen

Execute Product Positioning and Branding

EDUCATION

Brock University 1996-2001

Bachelor of Business Administration Degree - concentration in Human Resources Management

Certificate in Labor Studies

PROFESSIONAL EXPERIENCE

Charter- Spectrum (formally known as Time Warner Cable) - December 2016 - Present

December 2016 to Present

Inbound Sales Supervisor

As an Inbound Sales Supervisor at Charter-Spectrum, I lead my team to be more results-driven while continuing to provide a customer service approach. I also review telephone calls and sales activity reports to develop solutions related to increasing the skill sets of the Inbound Sales Representatives and to improve the productivity and customer service levels of the department.

Responsibilities

Manage teams up to 13 Inbound Sales Representatives

Monitor telephone calls to evaluate performance, analyze trends, provide constructive feedback, and recommend sales solutions to drive results

Ensures productivity and department service levels standards are met

Train, coach, monitor, and reward Inbound Sales Representatives on various Enterprise metrics to achieve projected sales goals

Accomplishments

Exceeded 2016 sales goals through effective leadership and agent’s development

Creates departmental reports and correspondence to exceed Enterprise direction

Partners with other Supervisors/Managers to maintain the highest level of sales results and customer experience

Time Warner Cable - November 2005 – December 2016

December 2012 to December 2016

Inbound Retention Supervisor

As an Inbound Retention Supervisor at Time Warner Cable, I led my team to be more results-driven. I was also responsible for developing my team to be more effective on the phone through identifying strengths and areas of opportunity.

Responsibilities

Manage teams up to 12 Inbound Retention Representatives

Identify deficiencies and sales opportunities to generate monthly reoccurring revenue

Ensure team is adhering to service level objectives to create a First Call Resolution culture for customers

Increase overall call quality to drive desired behavior in alignment with preserving revenue while utilizing the Retention Save funnel

PROFESSIONAL EXPERIENCE cont’d

Accomplishments

Nominated for MVP Excellence Award in 2013

Analyzed data to increase overall quality and work order accuracy

Consistently met and exceeded department targets through effective leadership and agent’s development

November 2005 to December 2012

Outbound Telesales Supervisor

During my 6.5 year tenure as an Outbound Telesales Supervisor at Time Warner Cable, I led the Migration, Maintenance, Retention and Online teams. I was also responsible for managing the relationship and performance of third party vendors.

Responsibilities

Managed teams up to 25 Sales Representatives

Identified deficiencies and sales opportunities and implemented strategies to generate incremental revenue by improving conversion rates

Increased overall quality and work order accuracy through analyzing data and implementing corrective techniques

Designed and implemented incentives to drive desired behavior in alignment with department’s sales and financial targets

Accomplishments

Winner’s Circle Award for Top Supervisor in 2010 - Third quarter

Winner’s Circle Award for most revenue in 2010 - Annual

Consistently met and exceeded sales targets through effective leadership and agent’s development

Bell Canada – March 2002 to April 2005

While at Bell Canada, I worked in Management roles as a Business Campaign Leader, List Implementation Manager and Marketing Manager for the Small Medium Businesses in Quebec and Ontario.

February 2004 to April 2005

SMB Marketing Manager for Bell Canada

Responsibilities

Grew customer footprint by partnering with Managers from the Offer Development Team, Customer Insight, and various distribution channels to see what entices customers to buy – Analyzed Data and held customer Focus Groups

Accomplishments

Increased revenue by launching new products in the Quebec and Ontario SMB Mass Market

Reduced customer churn though administering tests that examine the performance of offers vs the different customer profiles

December 2003 to February 2004

Business Campaign List Manager at Business Direct Marketing Centre (BDMC) for Bell Canada

Responsibilities

Increased list efficiencies through designing dialer leads that are aligned with sales initiatives and Marketing directives

Developed various calling strategies to expand the call center footprint and increased revenue through interacting with Program Management primes and Cross-Functional teams

Accomplishments

Provided leading edge Business to Business solutions to Ontario SME customers through monitoring and analyzing dialer strategies

Optimized the way customers’ needs are targeted through analyzing sales indexes

PROFESSIONAL EXPERIENCE cont’d

March 2002 to December 2003

Business Campaign Manager at Business Direct Marketing Centre (BDMC) for Bell Canada

Responsibilities

Responsible for supporting the Business Direct Marketing Centre by being the “gatekeeper” between Marketing and the sales channel

Participated on a committee that reports to the Vice President that address marketing strategies to increase sales, revenue, and growth

Accomplishments

Implemented new processes to provide end to end order fulfillment through improving order entry processes, commissions structure, and order codes on customer’s bill

TECHNOLOGY

Aspect systems – Enterprise Monitor and Unified Director, Witness, Support Center

Avaya CMS

Billing system – North East and Carolina ICOMs and CSG

Bit-Lever dashboard – Call tracker

Omega Scorecard

MS Office programs

Teledirect – Liberation 6000 Predictive Dialer

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