Sales Manager

Kelly Lain

**** *. ****** ***** ****. Pasadena, CA. 91107

Phone: 626-***-**** - e-Mail: *********@*****.***

Professional Customer Service Manager with experience in both large and small contact center settings. With a successful history of high customer satisfaction, improving sales and retention, while focusing on continual improvement of contact center operations to grow brand loyalty.

Professional History

Paleta Farm to Table Meal Service - 2014 to 2014

Client Service Manager - Responsible for retaining high value clients, growing revenue and improving service levels.

Focused on strategy, performance standards, recruiting practices, training and motivation of contact center staff to increase customer loyalty and market penetration.

Implemented new outbound sales strategy in an effort to meet revenue goals and retain clients. New process resulted in 15% increase in clients renewing their subscription purchase.

Dinair Airbrush Makeup Systems - 2013 to 2014

Consultant – Analyzed the state of the current call center and identified strategies to optimize the customer experience, revenue generation and overall call center effectiveness.

Identified a new telecom platform for use in the call center allowing sales agents spend the majority of their workday making calls to prospective and existing customers. This resulted in greater revenue per sale; an overall increase of 5% in the size and value of the order.

Implemented online training platform (Moodle) for use both in the call center and for use for customers to master products and techniques.

Breville USA - 2010 to 2013

Consumer Service Manager - Responsible for the performance of a department charged with delivering an extraordinary experience for consumers of a luxury brand by advocating an environment that fosters employee development, strong ties to the company brand, and a focus on continuous improvement.

Reduced e-commerce fraud by 95%. Implemented tools, processes and procedures to isolate and flag potential fraudulent transactions while allowing legitimate transactions to successfully process.

Improved the customer experience by improving email and social media response times as consumer use of social media channel increased 75%.

Established, communicated and drove department goals and objectives that support corporate growth, brand loyalty and customer satisfaction initiatives.

Managed all aspects of contact center staffing.

Focused on strategy, performance standards, recruiting practices, training and motivation of contact center staff to increase customer loyalty and market penetration.

Redesigned our hosted IVR solution; call trees, routing rules, workgroups, queue prioritization.

Designed and implemented call quality program which includes call monitoring, hosting call calibration sessions, and strategy sessions to ensure areas of opportunity are addressed.

Partner with Brand Management, Marketing, and Sales to ensure strong communication exists between the groups. Agents are kept aware of new product launches, promotions, and events while Marketing, Sales and Brand Management are provided feedback collected from the contact center on the specific initiative.

Responsible for successfully resolving all personal injury and damage claims to the satisfaction of the consumer while balancing the impact to the business.

Reduced call handle times by 20% over a 3-month period.

YouBet.com - 2008 to 2010

Player Services, Operations Manager - Responsible for retaining high value clients, growing revenue, improving service levels across all support channels and approving new member applications in compliance with US Gaming regulations.

Prepared, analyze, prepared and communicated department activity reports weekly to the executive team. Maintained a strong focus on customer service effectiveness, efficiency, and productivity of the contact center, reducing the abandon rate to 2%.

Improved the member experience by reducing call times, improving email response, and adding chat as an additional contact method.

Developed, launched and championed quality assurance standards and evaluation tools that supported business objectives to improve the member experience and VIP member retention.

Implemented and managed outbound sales calling campaigns.

AutoTrader.com - 2007 to 2008

Private Seller Support Manager - Responsible for understanding and championing the vision of the AutoTrader.com Private Seller Organization by implementing a plan and strategy to ensure the contact center team met or exceeded goals.

Reduced the contact center abandon rate from 17% to 1% by analyzing and addressing gaps in coaching, QA, staffing and call routing.

Focused on strategy, performance standards, training and motivation of contact center staff to increase customer loyalty and revenue generation.

Collaborated on the roll out of “Connect with the Customer”; a training program designed to prepare traditional support agents to comfortably sell and overcome objections on support calls while contributing to the organizations goal of improving the customer experience and increasing revenue generated from existing customers through the support channel.

Participated in a number of committees designed to improve contact center tools specifically targeting e-commerce fraud and improving the customer experience.

Hands-on involvement developing the strategy and procedures used to beta test new products/services in the contact center.

Identified and implemented outbound calling as a key component of the Trade in Marketplace program.

EarthLink - 2006 to 2007

Senior Manager Sales Strategy - Responsible for coordinating CRM projects focused on improving sales and support tools in addition to implementing strategies intended to mitigate risk and facilitate revenue generation and customer retention through contact centers.

Project Coordinator for SAP CRM implementation and retention tools.

Increased dedicated Voice teams GCR to 41% through coaching, training, development and changes to incentive programs.

Managed vendor performance of off shore contact centers, specifically targeting units sold, up sell, service order cancellations, improving customer satisfaction and loyalty.

Superpages.com - 2004 to 2006

Campaign Manager - Developed and grew a client bases focused on improving the performance of local search campaigns through consultation and in -depth advertising performance analysis.

Optimized Pay -Per-Click and Pay -For-Call advertising campaigns for small to medium sized businesses, Search Engine Marketers, and Advertising Agencies.

Managed advertising budgets in excess of $8,000,000 annually for assigned account base.

Made outbound calls to existing customer base to improve the clients ROI and ad exposure on Superpages.com.

Yahoo - 2004 to 2004

Sales Rep – Grew client base by selling pay per click advertising to small businesses and agencies.

Made both in and outbound calls to potential advertisers to fund pay per click accounts. Exceeded monthly sales goal every month.

Awarded top sales award three months in a row.

EarthLink - 1998 to 2004

Sales Operations Manager - Responsible for developing and implementing strategies to support the contact centers efforts to exceed monthly revenue, up sell and subscriber acquisition goals.

Ranked # 1 in the enterprise by achieving 252% of quarterly revenue goal by focusing on the individual skills of each team member, providing extensive sales training and implementation of incentive programs.

Developed and launched programs to improve up sell performance that resulted in a 266% up sell increase over a 2-month period.

Reinforced consultative selling skills with the contact center team in an effort to close qualified sales and reduce the propensity of the customer to churn as a result of purchasing the wrong product.

Implemented a focus on quality and efficiency in the contact center. Each shift manager owned a portion of the project; which included motivation, coaching, and training. Over a 3 month period QA scores increased and the average agent talk time was reduced by 3 minutes.

Managed the implementation of a contact center rewards and recognition program.

Professional Development

Cerro Coso Community College –Digital Media Arts

Professional Development Fast Track in Project Management - Systemation

Performance Management - Ken Blanchard Companies

CRM Customizing Fundamentals, Sales, and Interaction Center WebClient - SAP USA

Google AdWords Professional

Knowledge Based Systems

Salesforce, SAP, Genesis, CCA, PeopleSoft, Interactive Intelligence, Project Management, Performance Management, Training, Google, Sales Strategies, Revenue Generation

Contact this candidate