Manager Sales
Resume:
Douglas Slattery
Forest Hills, N.Y 11375
**********@*****.***
SALES/MARKETING MANAGER
BI Worldwide (FIOS Contractor) Minneapolis, MN 2017
Promoted Premium Product Marketing at 2 FIOS call centers: Garden City and Brooklyn, NY.
Provided continuous training on content, sales and retention techniques via multiple technologies.
Created and implemented weekly incentives; transitioned to national sales team incentives.
CONCIERGE
United States Tennis Association (2017 U.S. Open) Flushing, NY 2017
Met/Greeted VIPs and Press at Louie Armstrong Stadiums Press Gate.
CALL CENTER MANAGER
Face 2 Face Sales Solutions (Verizon Contractor) New York, NY 2016
Oversaw a small business-to-business sales team.
Opinion Research Corporation New York, NY 2015
Managed a political research project in a 200 seat call center.
B.P.I. International Hicksville, NY 2015
●Distributed and collated regional restaurant data for market research study in 20 seat call center.
CABLEVISION New York, NY 2004 - 2013
Call Center Manager
Demonstrated an animated/positive personality bringing information to life by building relationships and interactions
●Managed inbound/outbound service center with client base of 3 million and supervised 6 supervisors and 100 CSR’s.
●Insured staff development by overseeing their monitoring, coaching and mentoring leading to a customer satisfaction rate of over 94% per post-contact survey.
●Exceeded quality assurance expectations by consistently achieving 92% and provided monthly reports to senior management to verify compliance with franchise requirements; speed of answer, efficiency, churn and resolution.
●Encouraged career progression with effective training creation; (credit processing) and balanced performance appraisals.
●Developed and mentored supervisors and team leads through coaching to obtain one call resolution to maintain an optimum level of customer care.
●Conducted supervisory interviews and finalized new hire decisions and responsible for disciplinary action up to and including termination.
●Resolved C.E.O., Presidential and regulatory escalated complaints; coordinated and followed-up with other departments to insure customer satisfaction.
RCN CORPORATION 2002 – 2004 NY Regional Training Manager
●Managed the Training of Sales, Service Delivery at multiple sites in the NY Metro area.
●Designed, implemented and analyzed training programs by developing employee database that tracked course completion for Career Progression Initiative.
●Directed a D.V.R. launch, G.R.E.A.T. direct sales training, collaborated with HBO vendor for Field Technician Incentives and resulted in an (R.O.I.) revenue increase of 5%
●Training sales techniques and overcoming objections.
TIME WARNER CABLE New York, NY 1986 - 2001
Quality Assurance Manager
●Managed monitoring/development program for two Call Centers with more than 600 employees serving a customer base of over 1 million.
●Recruited, interviewed, hired, trained, scheduled, evaluated, promoted and disciplined Customer Service staff.
●Developed up-sell and training incentive program that increased premium revenue by 3% and attendance by 2000 hours.
●Introduced new procedures outlined in the Departmental Policy Handbook; Annual Performance Evaluations, Quality Assurance Guidelines and Emergency Escalation Procedures.
●Conducted timely telephone audits to monitor performance levels and evaluate training needs.
●One-On-One agent training, side by side observations and role playing.
EDUCATION
Master of Arts in Media Studies, New School University, New York, N.Y.
Bachelors of Arts, College of New Rochelle, New Rochelle, N.Y.
CERTIFICATIONS
Langevin Training Manager, Predictive Index, AMA, Cornell University
SKILLS
Microsoft Office Suite (10),Workforce Management, Google, Verint,, Zen Desk, Salesforce, Vonage.
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