call center manager, healthcare, finacial, lead generation, sales pro
Resume:
Nancy Blagg
Elmhurst, Illinois 60126
*********@***.***
PROFESSIONAL SUMMARY
Versatile and experienced Call Center Professional with 15 years of proven management
experience. Demonstrate strengths in employee hiring, training, staff motivation, consultative
inside sales skills and day to day operations management.
EXPERIERENCE
Orsini Healthcare Elk Grove Village, Illinois
Call center manager (Diabetic) Aug. 2010 – March, 2015
• Grew benefits verification department generating $50,000 up to 1,000,000 dollars in a ten
month period.
• Planned, staffed and organized 15 seat in- house call center. Focus on growing our
diabetic business increasing revenue from $100,000 to $500,000 in first 14 month of
operation.
• Responsibilities’ include call center recruitment, employee training, employee development
and performance management of all customer service and pharmaceutical inside sales
projects. Meeting P&L requirements.
• Developed customer service team handling diabetic, oral patients and specialty inquires.
Inbound daily volume 200 – 300.
• Ranked number one in our department for employee satisfaction. (May 2014)
TTC Marketing Solutions Chicago, Illinois
Call Center Account Manager (Outbound/Inbound) Nov.2006 – Dec. 2009
• Reviewed, monitored and documented all call center assigned programs.
• Created outbound/ inbound sales programs generating $50,000 in weekly revenue.
• Provided and documented system test procedures for all new sales outbound and inbound
telemarketing projects, resulting in 10% decrease in training costs.
• Managed team goals through employee training, monitoring and determining individual
goals in line with client and company revenue.
• Provided daily communication with assigned clients, implemented project improvements,
scripting changes and monitoring results.
CHC Consulting International Falls, Mn.
Director of Teleservices Oct. 2004 – July 2005
• Managed daily operation of 100+ employees, including 5 management members.
• Engaged in team building activities by setting goals, client program knowledge and
empowering team members.
• Successfully expanded calling center by 40% to accommodate new clients through
enhanced recruiting and training process.
Nancy Blagg
CHC Consulting (cont).
• Successfully expanded calling center by 40% to accommodate new clients through
enhanced recruiting and training process.
• Mentored supervisory/ training staff in consultative sales, coaching and on-going sales
training for site assigned projects. Projects included political, Telco and business to
business projects.
• Conducted weekly sales calibration session for ongoing project profitability and success.
ACI Telecentrics Minneapolis, Mn.
Performance Manager June 2003 – Sept. 2004
• Accountable for 6 calling centers program training and performance management.
• Supervisory development and predictive dialer management
• Assisted in opening of two Canadian call centers. Traveled often to ensure client goals and
company goals were achieved.
• Engaged all offsite management staff in daily sales/ quality monitoring for designated
clients. On site as needed.
Education
College of Du Page
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