ELIZABETH A. GIANNELLI
ac8xps@r.postjobfree.com 631-***-****
Call Center Director, Customer Care & Sales
SUMMARY Highly-respected, confident and performance-driven Executive with more than twenty years of proven success in leadership, sales and customer service management. View as an overachiever and role model who consistently exceeded departmental targeted objectives by strategically leading management and staff of 150 employees. Recognized for running a “tight-ship” to maximize productivity, develop high-performing service-reps and improve company image. Possesses intuitive ability and superior interpersonal skills to effectively and diplomatically resolve employee and customer issues, as well as train staff in high caliber issue resolution. Acknowledged for meticulous organizational and reporting skills.
AREAS OF STRENGTH
Multi-Call Center Management Business Process Management Quality Assurance
Recruiting/Staffing /Training Relationship Management Operations/Change Mgmt
Productivity / Subscriber Growth Metrics/Reports/Data Analysis Budgeting / Forecasting
Customer Retention Change Management Exceeding Expectations
Domestic & International Travel Travel Consulting & Reservations Event Planning
TRAINING Building Skills for Leadership The Heart of Coaching Product Training
Loyal Customer Development Managing Workplace Emotions Upselling / Cross-selling
Computer Training Conflict Resolution Sexual Harassment Seven Habits of Highly Effective People Leading Successful Meetings Mgmt. Best Practices
PROFESSIONAL EXPERIENCE
LIZ GIANNELLI & MELODY NATIELLO DREAM VACATIONS 12/17-Current
Owner – Independent Travel Vacation Specialist
Evaluate, recommend and organize domestic and international travel plans for customers and businesses while providing excellent customer service
Liaised with resorts, cruise lines, hotels and air to determine availability and book passage for stays both domestic and international
Develop and maintain outstanding relationships with customers by exceeding their expectations for customer service while securing their travel arrangements
Organize, handle and work closely with vendor(s) on wedding destinations
Review and educate customers on excursions (land and shore) to ensure they have the vacation of a lifetime
Responsible for collecting and recording deposits and final payments in our booking system
Verify customer passports visas and state issued ID’s to ensure proper identification for passage to foreign countries are valid
Handle all marketing for the business - social media posts, direct mail, email, flyers, etc.
Maintain knowledge of evolving travel industry
AMENDOLA INDUSTRIES, INC, Amityville, NY
GM (General Manager) – Reported directly to the CEO 11/15 – 5/17
Responsibilities
Managed overall daily operation - Sales, Installations, Customer Service Repair, Retail and Call Center
Planned and coordinated all daily tasks and functions for team
Built company image by enforcing ethical business practices and professionalism
Ensured department managers are properly assessing, addressing and providing excellent customer service to client’s inquiries, complaints, escalations
Quality Assurance – reviewed all transactions for accuracy; follow up with customer to ensure managers provided exceptional customer experience
Trained and coached staff in phone etiquette to achieve high quality calls, optimum results
Handled all escalated issues
Controlled department costs
Recruited, hired, trained, developed, coached, counseled and motivated staff
Established and tracked monthly sales goals
Planned, analyzed, executed and forecasted methods to support targeted sales goals
Conducted weekly and monthly meetings with staff
CABLEVISION, Woodbury and Jericho, NY 7/82-11/14
Director – Inbound Sales-Residential Sales (2005-2014)
Director – Inbound Business Sales (2005-2013)
Manager –Inbound Sales / Customer Service– Residential Sales (1998-2005)
Supervisor – Inbound Sales / Customer Service– Residential Sales (1995-1998)
Sr. Coordinator/Assistant to Director of Sales – Residential Direct Sales (1983-1995)
Outbound / Retention Sales Representative – Direct Sales (1982-1983)
Operations
Directed daily operation of Residential Sales Call / Customer Care Center, oversaw 2 managers, 10 supervisors and 100+ inbound representatives
Responsible for Call Center budget, forecasting and productivity
Developed, launched and led 40-person Business to Business Call Center with accountability for substantial department budget, maintained department’s financial records; consistently monitored for quality assurance and analyzed traffic to ensure implementation of action plans
Motivated managers and teams to meet goals and retain customers through professional issue resolution
Ensured the timely flow of calls to ensure maximum productivity and to achieve targeted objectives
Adhered to company’s operating standards policies, best practices and procedures, ensuring Integrity of all transactions
Developed and implemented monthly incentives to drive business sales
Collaborated with C-level personnel, Marketing and Business Planning to ensure success of Inbound Department
Led two sales divisions / Call Center for eight years in Residential and B2B
Experienced using eWorkforce Management Software
Training and Development
Recruited, hired, trained, developed, coached, motivated and terminated staff
Trained and coached staff in phone etiquette and to achieve high quality calls and optimum results
Ensured Center is staffed to capacity during all hours of operation
Continually educated staff and monitor performance, ensuring professionalism and integrity, as well as increases in subscriber and cash-flow growth
Structured and maintained a positive environment, reducing negativity
Met weekly to discuss strategies to overcome obstacles that could hinder goal attainment
Trained managers and supervisors to mentor / coach teams, as well as build morale to develop top representatives
Cross-trained supervisors and managers
Conducted an in-depth 6-12month Certification process for management
Held weekly and monthly team meetings focusing on key improvement-related tops
Processing / Reporting
Evaluated metrics: track and enforce productivity and sales standards. Reviewed daily numbers: Average Handle Time (AHT), Abandoned Rate (ABND), Average Speed of Answer (ASA), Scheduled Adherence Customer Care Rate
Assessed, standardized, documented and implemented improvement to processes
Established and tracked monthly goals
Planned, analyzed, executed and forecasted methods to support targeted sales goals
Human Resources Functions
Performed HR functions regarding attendance, payroll and personal issues that arise
Worked closely with HR and resolved issues, compile related reports
Maintain department attrition rate of 1%
CAREER HIGHLIGHTS – Cablevision
Recognized for consistently meeting and/or exceeding targeted goals throughout career
President’s Club Winner, 2010
Top Center 2010 based on top sales performance
Customer Recognition Award 1997
Pride in Performance Award, 1996
Developed and launched Business Call Center in 2005 to 40 staff members
Recognized for turnaround of low performing reps through coaching and grooming, resulting in top performers
Co-wrote Customer Service Policies and Procedures Manual for 2 departments (Inbound)
Given promotions and increasing responsibility based on performance throughout career
Recognized by associates for “bringing out the best in staff”
Sought out by C-level associates for input and advices
EDUCATION Nassau Community College, Garden City, NY
Major: Business
COMPUTER SKILLS MS Office (Word; Excel; PowerPoint; Access) IDA, CVT, Salesforce.com, eWorkforce Management, Empower, ACT, MAS, Infusionsoft, MyCC Booking System, Carnival Cruising Power, Royal Caribbean -Espresso