Andrew M. Duarte

Head of Call Center

ad0a17@r.postjobfree.com • 757-***-****

LinkedIn Profile • Virginia Beach, VA 23464

Accomplished Head of Call Center offering experience directing high performing teams in fast-paced environments. Skilled at: assessing processes, identifying gaps, and integrating solutions to propel performance. Proficient at: defining objectives, delegating tasks, and motivating team members to achieve predetermined goals. Excel at: time management, organization, prioritization, and cross-functional collaboration. Possess the ability to manage and direct hundreds of employees concurrently while delegating tasks and achieving organizational success. leader with the ability to drive sales initiatives, offer exceptional customer service, and capture both short and long-term objectives. Veteran of the US Navy.

Areas of Expertise

Call Center Environments

Consultative Sales

Customer Service

Lead Generation & Prospecting

Staff Training & Mentorship

Cross-Selling Strategies

Revenue Generation & Profit

Continuous Improvement

Teamwork & Collaboration

Attention to Detail

Complex Problem Solving

Regulatory Compliance

Professional Experience

Expert Solar Pros, Virginia Beach, VA 2022 – Present

Telecommunications Manager

Preside over daily operations in a high-volume environment. Maintain expansive knowledge regarding solar products, benefits, and installation methods. Impart sales strategies to team members, highlight the value of the customer experience, and train team members on how to convert interest into sales. Direct upwards of 20 - 40 employees daily.

●Leverage lead generation capabilities to propel goals.

●Orchestrate appointment schedules for sales team members in the field.

●Receive inbound calls, offer product insight, and complete sales.

●Utilize upselling skills and recommend add-ons or additional service to expand the value of each sale.

●Review leads and place outbound calls to customer that previously showed interest in the products.

●Maximize sales through consultative sales techniques and exceptional customer service.

●Train and mentor employees and effective sales conversion strategies.

●Surpass sales and service goals on a consistent basis.

●Recruited by shared ownership to transition to Expert Solar Pros from Peak Performance for Men.

●Contracted from 2019 to 2022 before being extended full-time employment in 2022.

Peak Performance for Men, Virginia Beach, VA 2018 – 2022

Head of Call Center & Communications Manager

Directed daily operations in fast-paced environment that received inbound calls and placed outbound calls to customers. Led an average of 20 - 40 employees, offered comprehensive training, and motivated success by cultivating a positive workplace environment.

●Relied on lead generation to spur sales.

●Greeted inbound callers, assessed needs, and highlighted the value of Peak Performance products.

●Executed outbound calls and informed prospective customers of the benefits of the product line.

●Defined sales objectives, offered proven strategies, and propelled organizational success.

●Commended by management as a leader with the capacity to accomplish both sales and service objectives.

●Shared the same ownership group as Expert Solar Pros.

Capital Remodeling, Virginia Beach, VA 2018

VP of Marketing

Offered exceptional collaborating with leadership, determining marketing goals, and generating campaigns to ramp sales. Oversaw crews, directed canvassing efforts, and offered leads to sales teams. Trained, mentored, coached teams in effective sales strategies with proven results.

●Sourced quality candidates, conducted interviews, extended employment offers, and facilitated training.

●Held detailed training on a consistent basis with the goal of advancing sales objectives.

●Maintained expansive product and service knowledge and offered information to customers.

●Accomplished and passed sales and service goals throughout tenure with the company.

●Recruited to the role after offering outstanding performance at Homefix Custom Remodeling.

Homefix Custom Remodeling, Virginia Beach, VA 2016 – 2018

VP of Marketing

Delivered exemplary leadership conferring with stakeholders, outlining marketing strategies, and orchestrating campaigns to propel sales. Directed crews, presented leads to sales teams, and instilled proven strategies to generate revenue. Demonstrated the ability to lead special projects from inception to completion while advancing corporate goals. Oversaw 40 – 70 employees on a daily basis.

●Conducted continuous training on improving sales quality for all employees in the office or field.

●Achieved sales, marketing, and client service goals on a consistent basis.

●Credited as a versatile team member that drove revenue and sales.

●Offered significant contributions to operations in the field.

●Recognized for exceptional sales and marketing performance that captured goals.

Additional Experience

International Marketing Association, Telecommunications Sales Manager, Virginia Beach, VA, 2016

Executed consistent training and directed upwards of 200 employees.

Professional Catering, Event Staffer Team Director, Blacksburg, VA, 2016

Orchestrated event set-up, service, and breakdown while offering exceptional customer service.

Military Experience

United States Navy, Quartermaster, 2011 – 2015

Delivered exemplary support as a navigation mate and utilized navigation devices to direct the ship.

Leveraged knowledge of Semaphore which is system utilized for sending signals between two flags.

Received comprehensive training in Morse Code/Lighting and plotting ship positions on maps.

Completed training on preventative maintenance for ship equipment.

Procured inventory and supplies, as required.

Executed additional duties including completing meal preparation, cleaning the galley, and ensuring the dining facility was prepared for the subsequent meal.

Served as the Firefighting Team Lead.

Held supervisor roles and trained others in countless skills and requirements.

Completed basic and advanced training, weapons and tactical training, and VBSS training.

Technological Proficiencies

CardPointe • Automated Billing Software • Accounting Software • Microsoft Office Suite • AdvancedMD • EZText (Marketing & Scheduling) • ViciDial (CRM) • Acuity Scheduling • Digital Calendars (Google, Outlook) • Google Sheets • Workplace Chat • Remote Access Software • Tech Support • Digital Media Platforms • Website Analytics • Video Conferencing • File Sharing Programs (Google Drive, Dropbox)

Education

Advanced High School Diploma, Majored in Accounting & Business

Christiansburg High School, Christiansburg, VA

Community Leadership

Salvation Army, 2016 - 2018

350+ Hours

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