Sales Customer Service

Objective

To obtain a position where I can contribute my experience in sales and

customer service to the continual growth of the company

Professional Experience

Call Center Supervisor Danmer Custom Shutters September 2012 - Present

. Responsible for coaching and developing 8+ agents through observation,

metric analysis and weekly, monthly & quarterly reviews

. Curates and distributes web generated and demonstrator generated leads

. Responsible for improving evening & weekend shifts through staffing and

one-on-one weekly agent development meetings

. Communicates on a daily and weekly basis with Senior Management

concerning center performance

. Communicates, coordinates and provides statistical data to Design

Managers to improve regional coverage for the state of California

. Implemented an alternative method of communicating with customers through

web based presentation platform; Prezi.

. Researched, compiled and provided detailed statistical analysis of

demonstrator performance per home show and region in efforts to improve

ROI on state fairs and festival events

. Compiled regional report for Senior Management analyzing past performance

per zip code in efforts to capitalize on opportunities

. Improved training procedure by constructing a more interactive and

engaging training module

. Reconstructed employee review format to allow for a more comprehensive

examination

Assistant Manager of Center Operations Dial America Marketing

January 2012 - August 2012

Responsible for supervising, developing and motivating a diverse management

staff and 70+ sales representatives

Communicated with Sirius corporate offices, account executives and the

Director of Contact Center Operations on a daily, weekly, monthly and

quarterly basis concerning program productivity and quality

Tracked, analyzed, and interpreted program statistics to prepare detailed

reports and agendas to relay to client

Prepared instructional guides, weekly reports and training sessions for

staff and agents communicating company and program advancements

Communicated daily with scheduler concerning agent availability to ensure

adequate staffing throughout shifts

Responsible for completing and delivering weekly agent payroll

. Met with RSS to discuss recruitment and retention strategies and

promotions

Sales Representative Manager/Trainer Dial America Marketing July

2010 - December 2011

. Performed managerial duties including supervising a shift of 30+ reps,

prioritizing calling plan, handling rep schedules, monitor rep

productivity, resolving customer complaints, assisting sales

representatives in securing transactions and motivating sales floor.

. Reported conversion performance to corporate departments to measure

progression on daily, weekly, monthly and quarterly basis.

. Responsible for quality control. Made adjustments as necessary during

shift to produce sales within company expectations.

. Conducted interviews with applicants to ensure that we hired the most

qualified individuals

. Responsible for training new representatives with thorough knowledge on

how to sale Sirius subscriptions, could effectively communicate special

offers, develop strong closing skills, and could overcome customer

objections and rebuttal appropriately

. Created training documents for newer hires and fellow trainers outlining

company expectations

. Awarded Trainer of the Quarter 2011 for highest percentage of retained

trainees and highest conversion out of training.

Education

University of Tennessee 2005-2009

Bachelors of Science, Communication

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