Manager Sales

MICHELE D. MCLAURIN

**** ******* *****, ********, ** 93021

***/***-****, *******.********@*****.***

SUMMARY

Highly creative and results oriented BUSINESS OPERATION professional with extensive

experience in the telecommunications industry. Dynamic team-builder and coach with a proven

track record in leading productive teams in a deadline-driven, cost-constrained environment

while optimizing productivity and quality in achieving organizational goals. Excellent

organization and communication skills. Strong customer-orientation. Recipient of several

recognition awards for performance excellence.

PROFESSIONAL EXPERIENCE

BANK OF AMERICA, Simi Valley, CA 2011 – 2014

Foreclosure Specialist (January – January)

Vendor Oversight Specialist

Provide title curative resolutions in both Judicial and Non-Judicial States for the Western United

States such as: clearing prior liens, addressing legal descriptions, property vesting, manufactured

homes, subordination request, etc…

Partner with Bank of America’s Attorney’s to find resolution for: HOA properties,

property liens’, potential litigation matters, etc…

Partner with Foreclosure Finance with payments: tax payments, lien payments,

delinquent financial matters, etc…

Responsible for the approval or denial of Title Holds Approved, Holds Awaiting

Approval, Issues Approved, Issues awaiting approval...

Ensure that Fannie Mae, Freddie Mac, FHA, VA and Ginnie Mae invested loans meet

said requirements.

Communicate daily via email and intercom on all levels

Performed quality audits on MERS AOM, shipping, documentation and verified proper

Execution of MERS AOM

ROGERS ESTATE, Los Angeles, CA 2008 - 2013

Estate Administrator (Bonded)

Oversee all aspects of identification, collection and valuation of assets for the estate. Information

regarding debts, funeral expenses and other expenses; Income tax responsibilities, bequest,

partner with realtors to market real estate, distribution of estate, meet all deadlines.

ARVATO DIGITAL SERVICES, Valencia, CA 2007 – 2007

Southern California Market Manager (February – October)

Launched and oversaw business development for AT&T Wireless Technical Device Support

Centers; regional areas of responsibility were: Ventura County, Kern County, Los Angeles

County, Orange County, San Bernardino County, and San Diego County.

• Accountable for recruitment, staffing, training and development, organizational

effectiveness, employee communications, evaluating and promoting employees.

• Effectively mentored, coached and lead the Managers responsible for the daily operation

and logistics for all Technical Services and Customer Service to maintain the quality

rating of 99.5.

• Responsible for the completion of performance reviews and performance improvement

plans for all direct reports.

• Advised on Labor Relation issues, resolve grievances, responsible for Kronos issues for

payroll etc…

• Developed a plan to increase customer volume which resulted in a 60% increase.

• Managed a budget of 2.9 million for the Southern California Market successful staying

within guidelines.

• Addressed customer and client inquiries and provided escalations support to maintain

positive rapport.

• Implemented standards for monetary control, quality assurance, and communication and

safety concerns related to customer service.

• Exceeded expectation and developed the number 1 Technical Support Center for wireless

devices in less than 6 months.

• Responsible for concerns: benefit administration, salary compensation, etc…

VERIZON, INC., Thousand Oaks, CA 1996 – 2006

Call Center Manager/Coach-Business Leader (2003 – 2006)

Oversaw business development for sales solution center; annual sales $ 1.5 million. Managed up

to 23 direct reports.

• Developed a business plan for increasing DSL sales achieving 178% of plan for three

consecutive months.

• Implemented a promotion plan which produced net attainments of 138%, 178% and

194.2% respectively for three major classifications of products over a six month period.

• Drove business growth through aggressive sales initiatives resulting in an increase in

points per call with Digital Subscriber line sales from 1.13 to 2.14 over a six months

period.

• Assisted in developing the top rated Long Distance team across the nation, exceeding

sales objectives by 65% with a take rate of 25%.

• Produced the top DSL sales team for Long Distance calls, achieving a margin of 30%

above expectations.

• Ranked first among coaches per 100 calls for long distance penetration.

Knowledge of Microsoft: Excel, PowerPoint, Outlook and Word, Lotus Notes, etc…

Chosen 2004 Diamond Club Recipient.

Consultant (1996 – 2003)

Provided management support, filling in for business unit managers during their absence. Cost

centers included Billing, Training, and Customer Relations.

• Developed and facilitated communications training for new associates, thereby enabling

them to more effectively resolve customer concerns.

• Awarded trip to New York, New York by center’s Director for placing an emphasis on

diversity in the workplace.

• Served as Liaison for employee sales activities involving CPE equipment for California

Sales Solution.

• Recipient of Gold Ounce of Quality award for excellence in providing quality customer

service.

CHARMING SHOPPES INC., Ridgecrest, California 1994 – 1996

Store Manager

Managed operations and sales activities for a retail business unit covering 16,000 sq. feet and

producing annual revenues >$850, 000. Employed up to 14 staff members to include 2 assistant

managers, 10 sales associates and 2 maintenance personnel. Maintained P&L responsibility in

addition to administration, sales and marketing, merchandising, and accounting functions.

Recognized for achieving less than 1% Loss Prevention.

EDUCATION/TRAINING

B.S. Degree, Information Systems, Jackson State University, Jackson, Mississippi

Company Sponsored Training:

Fiber to the Prime; vRepair, ivapp; CAD; Procedures for Interviewing Applicants; Digital

Subscriber Line Service; Management Certification; Supervisory Courses; Understanding Union

Issues(s); Diversity Training, Sexual

Harassment Training; Corporate Compliance; Attendance Synopsis

KEYWORDS

Business Developer, Sales Manager, Business Development Manager, National Sales Manager,

District Manager, Regional Sales Manager, Customer Business Management, Customer

Relations Manager, Assist Quality Manager, Calibration Auditor, Area Sales Manager, Corporate

Sales Manager, National Account Sales Manager, Territory Sales Manager, Training Manager

technical support, telecommunications, call center, team player, leadership team, benching,

crisis communication, employee relations, OSHA Safety Manager, FMLA, customer retention,

customer service issue resolution, active listener, relationship builder, HR, customer focused,

customer oriented, mentor, coach, charismatic, communicator, strategic, public speaker,

motivating, multi-tasking, property title, foreclosure, vendor/attorney oversight, manage process,

team builder, goal oriented, share-point.

Contact this candidate