Sales Manager

Carly Seiffert

PROG MGR II

**** ***** ** - ******** ****, KS 66212 acdymg@r.postjobfree.com - (913)

***-****

A dedicated employee with over 14 years of experience in the

Telecommunication Industry. I have proved my abilities in the areas of

communication, leadership, team work, system testing, root cause analyst,

marketing and training. Resourceful Program Manager who consistently meets

and exceeds productivity and quality goals to deliver the best customer

focused solutions.

HIGHLIGHTS

Call Center Management Strong problem solving ability Dedicated to process

improvement Troubleshooting skills Telecommunications knowledge Training

manual contributor Conflict resolution proficiency Employee relations

specialist

WORK EXPERIENCE

PROG MGR II

PROJ - September 2008 to October 2013

Sprint - Lenexa, K S

End to end research and resolution of all escalations that have Telesales

and Operations

touch points received by Sprint Executives and all support departments to

assist with customer satisfaction. Implementation of process improvements

and agent accountability as needed based on findings to improve overall

customer experience.

Root Cause Analysis & Trend Studies: Researching audios, documenting

results and completing close the loop analysis to uncover core issues

resulting in agent education and

accountability while implementing changes in process as needed.

Coordinate with Training, Systems, Communication, Quality, Marketing, Fraud

& Program

Implementation based upon findings.

Focus on biggest areas of opportunity to alleviate issues that will make

biggest impact to overall results in an effort to prevent recurrence.

Work with Vendors and Vendor Managers to provide coaching, process

improvements and help meeting sales goals.

Operations Manager Care

Sprint - Lenexa - January 2008 to September 2008

K S

Managed a team of 15 agents who were responsible for live email production,

which then

held them accountable for first call resolution and issue resolve. Managed

to the quality of the customer's experience. Handled customer escalations

in a timely fashion. Helped

introduce sales in to customer experience. Responsible for managing 8

Customer Care

Supervisors and held them accountable for their agents performance results.

Lenexa, K S

Telesales Supervisor

Sprint - Lenexa - January 2004 to January 2008

K S

Provided sales and leadership skills to sales team. Managed quality of

customer experience by working with the quality department monitoring

agents to give positive and constructive feedback to increase performance.

Handled customer escalations with

successful results. Motivated team members to over achievement awards

Managed new hires, duties: setting goals to build high performing agents

and participating in the hiring process, developing sales curriculum to

raise sales production. Responsible for training Sprint Supervisor's on the

marketing launches and operations' changes, during a center

wide roll out. Was the SME for my peers so I was able to step into the

manager's role, when needed.

Test Agent

Alpha Beta - January 2001 to January 2004

Sprint - Lenexa, K S

Executed and modified test cases to ensure proper testing occurred in the

system development stage, tested for errors in production and training

environments, attended

daily conference calls to update developers and managers regarding the

status of open and closed severity tickets Was the primary tester

responsible for all the new role outs.

Telemarketing Sales Representative

Sprint - Lenexa - January 1999 to January 2001

K S

Was a top performer month after month, driving high revenue for the

company. Had impeccable sales skills as well as quality skills in both

inbound and outbound environments. Perfected my leadership skills amongst

my peers. Loved providing solutions the customers needed for their overall

satisfaction. Always researched sales objectives, for self improvement.

EDUCATION

n/a - working on completion in Business Management

National American University - Overland Park, KS

2014 to 2016

SKILLS

Natural leader and decision maker . Matchless work ethic . Consistent top

performer . Strategic thinker . Communicates effectively at all levels .

Able to adapt and contribute quickly to a variety of organizations .

Simplifies complex problems . Excellent at Project Management.

LINKS http://indeed.com/me/Carly_Seiffert http://www.beyond.com/CSeiffert

http://www.linkedin.com/pub/carly-seiffert/3/111/788/

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