Customer Service Sales

JEFFREY UNGERSON

* ****** ******, **** *****, NY 11561 516-***-**** - 516-***-**** email: *******.********@*****.***

Professional Summary

Call Center Management/Sales Operations/Sales Management Position with a company intent on expanding its

market share in the Business Sector. 15 years of outbound/inbound call center sales experience. 12 years hands

on experience in developing effective inside sales models. Ability to train individuals and groups intensively on

sales and customer service techniques specifically developed for today's market. Proficient in statistical analysis

of call center data as it applies to forecasting, targeted metrics, sales performance, and team performance.

Areas of Expertise

Training and development Complex problem solving skills

● ●

Top-rated sales performer Strategic planning

● ●

Negotiation skills Employee coaching

● ●

● Proficiency with web-based reporting

tools

Work Experience

Call Center Manager

November 2013 to April 2015

Newtek Business Services – NY, NY

Business Services to Small and Mid-Size Companies

Inside sales. Sales Operations. Managed outbound call campaigns and supervised customer service department

in call center environment. Responsible for creating out bound call campaigns. Supervised all aspects of

inside sales and customer service activities. Created training modules, and sales scripts. Established

production metrics. Performed statistical analysis of sales within call center context as applied to volume of

inbound calls versus successful sales. Responsible for hiring, training, coaching, goal setting, reporting, and

adherence to production metrics.

Inside Sales and Retention Manager

February 2013 to June 2013

Value Line Publishing - New York, NY

Publishing

Tasked with creating an outbound telemarketing department to increase subscription sales of the company’s

products. Mananged customer service department. Responsibilities included hiring, training, coaching, goal

setting, reporting, and adherence to production metrics. Also created training modules, scripting of word tracks

and the establishment of production metrics. Performed statistical analysis of sales within call center context as

applied to volume of outbound calls versus successful sales. Increased magazine subscription sales by $300,000

over a 90 day period.

Corporate Trainer/Inside Sales Specialist/Call Center Consultant

October 2011 to December 2012

Consultant to Reverse Mortgage Companies for creation of training methodologies, sales scripts,

and production standards for inbound customer service operations and outbound call center operations. Including

establishment of production models structured to meet and exceed sales goals within specified metric systems.

Investment Counselor

November 2010 to September 2011

David Lerner Associates – Syosset, NY

Investment and Securities Sales

Outside sales of securities through various marketing efforts including but not limited to Networking Events,

Cold Calling, Self Generated Seminars, and Public Speaking Events.

Call Center/Sales Manager

July 2005 to October 2010

World Alliance Financial formerly Mortgage Warehouse – Melville, NY

Banking

Managed a team of 15-25 Forward/Reverse Mortgage Originators in a call center environment. Responsible

for creating training modules, the scripting of word tracks and the establishment of production metrics.

Statistical analysis of sales within call center context as applied to volume of inbound calls versus successful

sales. Responsible for hiring, training, coaching, goal setting, reporting, and adherence to production metrics.

Call Center Manager/Team Leader/Loan Officer

April 2001 to June 2005

American Home Mortgage – Melville, NY

Banking

Managed a team of 12 loan officers...responsible for training, coaching, sales scripting and reporting on

production goals to management and originating my own business. Originated between 25 and 50 loans monthly.

Education

Brooklyn College

Speech and Theatre

BA

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