Sales Customer Care

**** ******** ***

Roslyn, PA *****

Phone Number: 610-***-****

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

Teresa A. White

Objective

VP/General Manager of Operational Business Unit, to include Staffing and Recruitment, Customer Care, Contact Center Operations, Sales Acquisition, Client Account Management, Retention, and Executive oversight of team performance. Provide executive level strategy for client growth, sales and marketing. Integral member of company executive team, collaborating with other company officers to meet organization revenue and fiscal goals. Increase market share, compile competitive information, develop analysis, and develop successful product initiatives. Hunter of high value clients, cultivate and grow executive level client relationships.

Summary

Driven, results-oriented, Operations, Client Relationship and Sales Management Executive, with more than 20 years direct and BPO industry experience. Executive level operational expertise. Successful achievement of individual, team, and company goals and objectives. Budget, Forecasting, full P& L responsibility

Excellent interpersonal, analytical and time management skills

Exceptional client contact experience

On-time, on-budget management while providing value-add recommendations for operational efficiencies and process improvements, as well as cost containment

Demonstrated leadership, initiative and professional behavior

Ability to manage mid-level and senior teams effectively

Dynamic communicator and liaison, with a consistent track record for success in the design and implementation of organization-wide programs, customer care and sales campaigns resulting in customer retention, acquisition, increased revenue and productivity, strategic growth, and organizational effectiveness.

Strong call center and operations background, experienced with inbound/outbound, consumer and b2b programs, service and sales. Pharma, Consumer Products, Health Plans, Energy, Telecommunications, Publishing, Travel, Apparel, Gift, Education, Financial, Learning and Development, and other program/industry experience.

Self-motivated, focused, and able to effectively lead a team to exceed client and company expectations and program goals.

Superior skills in project management. Successful management of project through identification of appropriate resources and coordination of tasks among cross-functional teams.

Experienced liaison for IVR architecture and Telecom routing, working closely with programming and IT teams for design and implementation of new initiatives and enhancements.

Experience working with Content and Creative teams, developers, writers, editors, project management teams.

Experience with Learning Management Systems, CRM, Applicant and Talent Management Systems, Applicant Tracking systems, all contact center technology systems.

Proactive, highly motivated individual with strong management and presentation skill sets

Experience

Business Unit, Administrator – Nursing

2018 to Present – Delta T Group, Corporate office, Pennsylvania Markets

Delta-T Group services clients nationwide with established affiliate offices in 11 states. We arrange services, staffing and workforce solutions for small and large social and human service organization; all levels of state and local government agencies (aging, family, children services); behavioral health agencies; children’s and adult IDD population residential populations; as well as, public and charter schools.

As Administrator, Nursing Business Unit, I am responsible to:

Direct the business unit in the achievement of all fiscal and budget goals, P&L, forecasting, fulfillment of client staffing needs, sales and business development activities, recruitment activities, expansion of Delta T within assigned geographic location.

Oversee business unit comprised of Key Account Managers, Staffing Coordinators, Recruiters, Sales personnel, Billing personnel and Credentialing team.

Provide leadership to the business unit, develop and mentor staff for company and personal development purposes. Develop bench strength of personnel, creating career pathing for team members.

Develop process and procedural improvement plans for operational efficiency. Train and coach staff on sales, recruitment, and staffing best practices.

Increase market share within the region, penetrate accounts, organic growth of existing accounts, prospecting for new accounts.

Develop and execute recruitment strategy to assure the best talent available for our clients as needed.

Attend trade and industry conferences, maintain image of organization, network for purpose of business and talent development.

Work across departments to provide increased operational efficiency.

Work with Quality Assurance and Training teams to identify areas of opportunity for improvement and development within teams.

Work with Accounting teams on items impacting billing and invoice processing for our clients.

Senior Branch Manager - PA/NJ Markets

2015 to 2018 – Adecco Staffing, Philadelphia/South Jersey

Adecco is the world's leading provider of HR solutions. With close to 33,000 FTE employees and over 5,500

branches, in over 60 countries and territories around the world, we offer a wide variety of services, connecting close to 700,000 associates with over 100,000 clients every day.

The services we offer fall into the broad categories of temporary staffing, permanent placement, career transition and talent development, as well as outsourcing and consulting.

As Senior Branch Manager, it is my responsibility to:

Plan, direct and control all phases of a successful operation across multiple Adecco branch offices, within the NJ and PA markets.

assist with the preparation and achievement of an annual business plan and develop my staff members so that each member of the staff is fully trained and utilized to the optimum level.

perform activities to increase gross margin dollars as well as develop and maintain a high-level Adecco name awareness through the use of advertising and public relations. I have full P&L ownership for my branch operations.

Director of Sales Operations

2014 to 2015, The Edcomm Group, Fort Washington, PA

The Edcomm Group, a SAAS company, provider of Learning Management System and custom content to the financial, healthcare, pharmaceutical, and many other industries.

Report to CEO, effectively manage company sales effort. Develop marketing and sales strategy.

Collaborate with COO to develop operating strategies to increase revenues and industry exposure.

Work with CCC(Chief Compliance Counsel) to assure products are within compliance and develop new product

Work with Sr. Director of Content and Creative teams to assure projects implemented on-time and within specifications. Provide feedback and competitive information to strengthen product and quality projects.

Direct management and oversight of organization executive sales team and inside sales team.

Management of Account Management team sales efforts, upgrades and renewals.

Management of Edcomm Recruitment Division

Management of Admin and Sales Admin teams

Recruitment of Direct Sales Team members.

Training and on-boarding of new team members

Establishment of Team KPIs including:

oSales Quotas

oActivity Quotas

oNumber of Demos secured

Developing and enforcement of Sales Operations Best Practices and Standards

Develop Lead Generation strategy

Develop Call Monitoring Process

Develop Win-Back program

Responsible for work force management and staff scheduling

Train team members to conduct system demos with webex and goto meeting

Created system demo certification process

Acting as point of escalation for more complex/high value Sales Calls

Source RFP opportunities

Writing and response to RFPs

Outreach communications, prospect high value clients

Creation and enforcement of effective telephone scripts, voice mail scripts, email scripts

Counseling Sales Team members when needed to get them back on a productive track

Ongoing training

Full documentation of all activities in the corporate CRM

Design of the CRM best practices to maximize its impact and efficiencies

Generate business as an individual contributor, targeting new verticals for the company

Coordinate with content and creative teams in regards to new learning and development products.

Management of the Receptionist/Sales Administrative team.

Management of the Edcomm Recruitment Division, responsible for generation of contracts and placement

Management of the Edcomm Account Management Team Sales efforts. Responsible for renewals and upgrade revenue and retention rates.

Responsible for competitive intelligence and structure of products

Develop new marketing campaigns, utilize constant contact, write copy, manage source lists

Responsible for development of marketing, website, product initiatives strategy and execution

Networking, Trade Shows, Conference attendance within industry and other target verticals

Develop Referral program

Develop Indirect Channel Program

Sr. Sales Development and Relationship Manager

2013 - 2014, Holy Redeemer Health System, Phila, PA

Responsible for management across functional teams to assure the living experience is first-rate.

Manage office operations. Train new Sales personnel. Work within team environment to increase sales and occupancy rates

Coordinate with Administration, Activities, Architects, Building Maintenance, Dietary, Facilities, Housekeeping, Landscape, Marketing, Nursing and Healthcare personnel, Rehab personnel and other internal partners

Responsible for sales and increased occupancy and retention rates within senior living community.

Build brand recognition and assure HRHS is the community of choice among seniors.

Build and maintain relationships with seniors and their families, referral partners, industry organizations in order to increase sales and improve satisfaction of current residents.

Responsible for planning and management of prospect events, open house events, CEU seminars and referral partner events.

Be an advocate for seniors and provide compassionate care with every interaction.

Perform financial analysis review before acceptance into community. Assist with resource identification for families.

Maintain sales database and records of all contracts and agreements. Assure continuity of CRM and all activities.

Assure ISO and HIPPA compliance.

Work with social and behavioral health teams for overall well-being of the residents

National Sales Manager - Business Development

2011- 2013, AnswerNet, Willow Grove, PA

AnswerNet is a call center/outsource provider. As National Sales Manager, I am responsible for the development and performance of all sales team activities in assigned market. Staffs and directs a sales team and provides leadership towards the achievement of maximum profitability and growth in line with company vision and values. Establishes plans and strategies to expand the customer base in the marketing area and contributes to the development of training and educational programs for clients and Account Executives.

Develops a business plan and sales strategy for the market that ensures attainment of company sales goals and profitability.

Responsible for the performance and development of the Account Executives.

Prepares action plans by individuals as well as by team for effective search of sales leads and prospects.

Initiates and coordinates development of action plans to penetrate new markets.

Assists in the development and implementation of marketing plans as needed.

Conducts one-on-one review with all Account Executives to build more effective communications, to understand training and development needs, and to provide insight for the improvement of Account Executive’s sales and activity performance.

Provides timely feedback to senior management regarding performance.

Provides timely, accurate, competitive pricing on all completed prospect applications submitted for pricing and approval, while striving to maintain maximum profit margin.

Maintains accurate records of all pricings, sales, and activity reports submitted by Account Executives.

Creates and conducts proposal presentations and RFP responses.

Assists Account Executives in preparation of proposals and presentations.

Controls expenses to meet budget guidelines.

Adheres to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.

Recruits, tests, and hires Account Executives based on criteria agreed upon by senior management.

Insures that all Account Executives meet or exceed all activity standards for prospecting calls, appointments, presentations, proposals and closes.

Delegates authority and responsibility with accountability and follow-up.

Sets examples for Account Executives in areas of personal character, commitment, organizational and selling skills, and work habits.

Conducts regular coaching and counseling with Account Executives to build motivation and selling skills.

Maintains contact with all clients in the market area to ensure high levels of client satisfaction.

Demonstrates ability to interact and cooperate with all company employees.

Attend industry tradeshows, conferences

Member of SOCAP International

Sr. Account Manager - Global Leader, Publication Planning Team

2010 - 2011, CPS, LLC, Horsham, PA

Business Development. Source pharma clients for scientific pub planning contracts

Responsible for management of existing major pharma accounts in regards to scientific publication plan.

Responsible for organic development and growth of major pharmaceutical clients.

Assure new clients are on-boarded and strategic publication plan designed, developed and executed according to planned goals and objectives, on-time and within budget.

Provide direction for project managers, medical writers, and editors in regards to publication plan objective, goals and timeline for major pharma accounts

Facilitated weekly planning meetings with pharma medical affairs teams, marketing and pub plan teams, both for the US and Global teams.

Attended industry conferences

Member of ISMPP

Director – Client Services/Customer Care and Sales

Business Unit Owner – Global, Multi-center, multi-channel contact center.

1999–2010, ICT Group, Inc., Newtown, PA

Responsible for the overall management of the business unit, (150 staff) to include the areas of Recruitment and Training, Quality Assurance, Call Center Operations and Client Services.

Oversee Executive level client relationship, assuring all service standards are maintained as contract demands.

Responsible for the management and coordination of tasks assigned to groups within the organization to include Client Services, Operations, Systems, Quality Assurance, Training, IT, Telecom, IVR and Finance

Define strategic objectives for the business unit

Responsible for the oversight of the area managers (4) and support staff (15), assuring client expectations achieved.

Responsible for planning, implementation and execution of strategic goals

Assure execution of all implementations

Responsible for forecasting, client invoicing and budget

Full P&L responsibility

Trend analysis and strategic recommendations

Support business development and sales efforts by identifying and expanding service offerings within the business unit

Lead client meetings and prepare quarterly reviews

Assure audit preparedness and mitigate risks.

Partner with client to assure calibrated program view. Grow the client relationship

Asst. Director – Client Services/Customer Care and Sales

Directly responsible for planning and execution of Global outsourced, inbound service /outbound sales and marketing programs.

Work with External Channel managers on requirement gathering and development of program

Single point of contact with internal partners for design, IT development, and implementation of all aspects and phases of program.

Daily contact with peers in senior management of internal departments such as, Network Services, IT, Telcom, Finance, Training, Quality, HR and Operations.

Monitor call center performance and provide training material and guidance to reach program success

Coordination, transmission, and delivery of daily sales/service transactions from IT to clients

Provide daily contact and program performance reports to clients

Conduct program performance analysis and provide program enhancement recommendations to client

Provide monthly program revenue forecast

Responsible for revenue growth of client accounts and overall satisfaction of client relationship

Responsible for new lead generation and acquiring of high revenue accounts and programs.

Responsible for execution of strategic planning objectives, accountable to the VP and General Manager of Client Services Division.

Partnered with Sales organization to develop RFP's. Attend client and prospect meetings to further client relationships and sell service offerings.

Prepare and support quarterly client business reviews.

Assure successful audit of all processes and functions, for both internal and external auditors

Assure contract requirements are achieved. Mitigate any risk.

Senior Manager, Customer Care and Sales Business Unit

1997 - 1999, PAGENET ; King of Prussia, PA

Responsibilities included management of inbound and outbound telemarketing and customer care centers, inside sales department, major account call center, retail counter.

Reported to VP and General Manager, accountable for execution of corporate strategic plan for all Customer Care functions

Single point of contact for all Customer Care Management functions for leader in the Paging industry.

Responsible for account growth and acquired market share of paging sales and accessories

Managed middle management and line managers, as well as all call center and front counter/admin personnel.

Achieved highest outbound Telemarketing revenue and growth in the history of the Philadelphia office.

Achieved highest number of pagers in service, best client retention rate and most improved inbound/outbound metrics for the organization

Responsible for budget and P&L management.

Responsible for recruitment and training of all inside sales and service staff.

Created commission structure to boost sales and lead generation for inside sales team and outbound telemarketing department.

Direct management of Care center to include Training, Quality Assurance, Operations and Billing departments. Monitored daily call volume through ACD system, making necessary staffing adjustments.

Responsible for forecasting and work force management to assure metrics achieved.

Ensure telephone standards were met regarding abandon rates, queue time and overflow of ACD group call

Sr. Telemarketing Manager and Customer Care Manager

1994-1997, Hen-Feathers Corp.; King of Prussia, PA

Reported to the Vice President of Marketing. Daily management of customer care function for Inbound/Outbound clients, from initial call to request fulfillment.

Responsible for the recruitment and interview process of prospective employees, hiring, training, and evaluation of progress after hire.

Created Sales Training and Customer Service Best Practices training

Monitored Outbound Sales Agents to assure daily goals achieved and revenue projections met.

Monitored daily inbound call volume through ACD system, making necessary staffing adjustments.

Responsible for forecasting and work force management to assure metrics achieved.

Ensure telephone standards were met regarding abandon rates, queue time and overflow of ACD group calls

Interfaced with all internal/external partners to assure customer satisfaction, increase revenue and improve customer retention. Liaison with design, production, manufacturing, credit, warehouse, quality assurance departments.

Monitored, reviewed and evaluated the performance of the inbound Customer Service Representatives. .

Conducted semi-annual performance appraisals

Provided marketing and trend analysis for product life cycle purposes.

Worked with design on new product launches, providing customer insight

Worked with design, warehouse and quality assurance regarding product defect issues, providing QA data and statistical analysis.

Attended trade shows and conventions for new product launches and markets, representing brand/line.

Developed customer survey regarding product quality and line loyalty. Increased re-order sales and win-back of retailers.

OTHER

2011 to present - Business Consultant – Customer Service and Sales Contact Center Consultant

2013 to present – SOCAP Member Philadelphia Chapter

2013 to 2015 Board Member – SOCAP Philadelphia Chapter

2014 - 2015 - Vice President – SOCAP Philadelphia Chapter

Education

Penn State University

Marketing Management

American Institute for Paralegal Studies

Paralegal

Temple University

Journalism, English

Professional Seminars

Frontline Leadership Series

Zig Ziglar Seminars-various topics

Dale Carnegie Traits of Success series

Saundra Steen Professional Coaching and Training

Interview and Hiring for Success

Customer Service Management

Customer Relationship Management

Inbound/Outbound Marketing Mgmt. Seminars

Motivation and Leadership

Call Center Management

Project Management Skills

Six Sigma Red Belt

Professional Associations

SOCAP – Society of Consumer Affairs Professionals - Philadelphia Chapter

Vice President of Membership 2014-2015

Secretary 2013-2014

Alumni Membership - Lifetime

References

Available upon Request

Refer to linkedin profile:

https://www.linkedin.com/in/terry-white-21b0451a

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