C HRISTINE B EADLING **** E Ivanhoe St, Gilbert, AZ 85295

480-***-**** mailto:acwtzs@r.postjobfree.com

LinkedIn Profile

MANAGEMENT & M OTIVATION L EADER : Teamwork Leadership Customer Relationships

Pioneering sales and industry knowledge to maximize customer experience.

Dynamic, passionate and highly motivational leader who has 16 years Call Center Management experience (including virtually) in

Sales, Digital Marketing, Technology and Financial industries. Strategic and relationship oriented professional with an

entrepreneurial spirit and a natural ability to maximize performance through high levels of collaboration.

I have an Infectious enthusiasm dedicated to WOW customers and inspire individuals to go beyond preconceived limits in high

stress, fast paced positions. Expert at team-building, coaching, problem-solving, communicating, and managing, to achieve

customer satisfaction.

I achieve extensive success in advancing organizational objectives by working productively with senior management and corporate

leaders within organizations. Proven ability to introduce new ways of thinking, and participate in solving complicated issues with

truly effective and creative solutions, to better meet and exceed customer expectations.

Record of Success:

LEADER / MENTOR: Recognized for developing talent and creating unprecedented results by combining Virtual and

hands-on coaching tailored to the individual. Workforce leader with the ability to identify team needs and adapt. Have a

knack for hiring coachable and talented top performers.

EFFECTIVE COMMUNICATOR: Foster open communication, honest, approachable, clearly express ideas and concepts

orally and in writing and impeccable listening skills.

CUSTOMER CENTRIC: High results in customer experience feedback. Strong focus on quality and customer experience.

Focus on growth, future success, and motivating and inspiring others through a passion for the company mission.

RESULTS DRIVEN: Recognized for taking underperforming portfolios and turning them into profit. Repeatedly rebuilt

teams through creating high-impact incentives, virtual/domestic strategy meetings and individualized coaching. Record of

exceeding monthly goals consistently.

E XPERIENCE & A CCOMPLISHMENTS

GROUPON 10/ 2015 4/2016

DIVISIONAL SALES MANAGER

A leader of a team of New Business Development Representatives who work with small to medium size businesses.

Centered on new business development building relationships and qualify prospects for campaign representation. Growing small

companies through education of social media and digital marketing. http://www.groupon.com

SUPERVISE / EDUCATE / CUSTOMER RESOLUTION:

Lead a sales team taking incoming and outgoing calls with potential customers to ensure prompt service and close deals.

Exceeded Sales goals monthly by 20%. Implemented New Hire training to improve retention by 60%.

Responsible for ensuring call center metrics were achieved and in most cases exceeded by hands on involvement in

escalated issues as well as tailored coaching and development of representatives. Increased retention by 27%.

BY APPOINTMENT ONLY (BAO INC), MESA, AZ 2/2013 -9/2015 (3 years)

SALES MANAGER

A leader of Inside Sales Representatives who work hand in hand with many of the top IT companies.

Team Manager of highly skilled Inside Sales Reps hired by large IT Companies and Marketing companies to assist in Sales.

Focused on providing our clients with a stunning success rate and wowing for return business. http://www.baoinc.com

Leader / Coach / Mentor:

Responsible for hiring talent for my team as well as coaching those individuals to the level of performance needed to be

successful. Developing trust within the team and with me as their leader was crucial.

Partnered with IT companies (IBM, EMC, SAP ) to build pipeline and ROI. Exceeded monthly sales goals by 15%.

ACQUINITY INTERACTIVE, GILBERT, AZ 06/26/12 10/18/12 (4 months)

DIGITAL SALES AND MARKETING MANAGER

Dedicated to all aspects of digital marketing, from the moment an online prospect expresses interest to the moment they pay.

C HRISTINE M B EADLING 4802255544C acwtzs@r.postjobfree.com

Manage, supervise and support a team of Sales Agents who convert online users into real-time buyers. Analyze, coach and

motivate agents to ensure continuous improvement and maximize productivity. (Laid off) http://www.acquinity.com

ENCORE CAPITAL GROUP, PHOENIX, AZ 7/200406/2012 (8 years)

CALL CENTER GROUP MANAGER

Highly effective credit solutions based on first impressions, customer relationships, skill development, and overcoming objectives.

http://www.encorecapital.com

Accelerated revenues through motivational collections and negotiation education for unprecedented results, while managing to

ensure quality, production and compliance. Oversaw several departments throughout my tenure.

Manager / Leader / Producer:

Implemented programs focused on customer care, relationship building, motivation, communication, problem-solving,

confidence-building, and negotiations. Focus on customer service and how to build and foster relationships over the

phone. Managed, developed and mentored teams domestically and virtually, increasing bench strength. Rebuilt, lead, and

produced solid teams, while consistently exceeding all goals by as much as 37% in a fiscal year.

Chosen by executives to work virtually to implement my motivational techniques to drive results amongst teams that were

struggling. Expertise in rebuilding teams across multiple sites. Proven ability to demonstrate managerial courage when

needed in managing all levels.

WELLS FARGO BANK, Tempe, AZ 19986/2004 (6 years)

OPERATIONS SUPERVISOR

Auto loan division responsible for creating, sustaining and collecting on auto lease and loans.

Managed full and part time staff to ensure quality, production and compliance. Developed operational procedures and made

recommendations for improvement. Worked with staff to provide career-pathing through coaching and mentoring.

Manager /Customer Service / Production:

Trained departments on Achieve Global a highly interactional program featuring customer service skills training. Manager

in the Auto Loan Division (4.5 yrs). Refine processes for rapid increase of resolution, customer satisfaction and retention.

Motivated employees during times of extreme Fraud back log in Debit Card Fraud Claims (2 yrs). Partnered with vendors

and legal agencies to ensure Federal and company guidelines were met.

P ROFESSIONAL D EVELOPMENT

BAO Academy Monthly trainings for Management, 2012-15

Ken Blanchard Quarterly trainings and monthly book readings for leadership, 2012-15

Behavioral Coaching and B.A.S.I.C Training Encore Capital Group, 2011

Consumer First Training and Understanding Consumer Portraits- - Encore Capital Group, 2010

DISC Profile Training Encore Capital Group, 2004

Achieve Global Training Certification Wells Fargo, 2003 http://www.achieveglobal.com

Division I College Athlete for Louisiana Tech University

E DUCATION

1/01- 7/01 University of Phoenix, Business Management - Phoenix, AZ

8/96 5/99 Arizona State University, College of Business - Tempe, AZ

8/97 5/98 Mesa Community College, Accounting and Spanish - Mesa, AZ

8/94 5/96 Louisiana Tech University, General Business - Ruston, LA

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