Call Center Project Manager
Resume:
Katina Sutton
***********@*****.***
OBJECTIVE: Seeking a position utilizing my extensive knowledge and successful experience as a strategic business solution provider and customer service manager. SUMMARY OF QUALIFICATIONS
SALES PROFESSIONAL / CUSTOMER ACQUISITION SPECIALIST Business Developer/ Call Center / Project Manager / Customer Care Agent RESULTS-ORIENTED PROFESSIONAL Providing leadership, vision, and direction in the following departments: Customer Experience and Quality (CX. VOC, Training, Change Management) Revenue Operations
(Billing and Payment Processing) teams, Front Office (Call Center), Sales and Customer Acquisition/Retention, Planning and Analysis (Technology Support, Workforce Management, and Reporting), Project and Business Improvement.
Extended specialty in building Marketing & Sales Presentations. Core competencies & Education include:
* Risk Management Certification * Bachelor’s Degree (Enrolled at WGU)
* Train & Develop New Employees * General Business Management
* Problem Identification & Resolution * Quality Assurance & Performance Management GENUINE LEADER WITH OUTSTANDING INTERPERSONAL SKILLS VALUED OFFERED
* Project Management: Manage and direct all phases of complex projects from conception to fruition. Excellent follow-through skills. Organized, efficient, and precise, with strong liaison skills.
* Public Relations: Excellent ability to communicate on all levels from staff to “C” level. Strive for outstanding Customer Relationship Management. Extraordinary ability to build trust and defuse tense and difficult situations.
* Management / Leadership: Participative Manager with an “open-door policy.” Excellent capacity to motivate and impact team relations to form a cohesive and productive team.
* Computer Literacy: Exceptional PC skills including Microsoft Office, Salesforce, RingCentral, Five9, Google Drive, HubSpot, Connex 1, Calendly, Kixie.
*Understand branding through Social Media Campaigns. Fluent development of online presentations, training, and web meetings.
SHARP – RESOURCEFUL – QUICK LEARNER, READY TO FACE CHALLENGES SELECTED ACHIEVEMENTS
* Championed expansion of company territory through rapid sales training techniques.
* Created innovative training programs that dealt with “New Employee Handbook”, “Online Employee Training
*Project Coordinated Walmart (Networking Upgrade), Starbucks (Mobile Order and Pay), Relocation Build-Out), Walgreens (Alarm System Integration), Francesca’s (People Counter Install), Delhaize (Kiosk Install) Katina Sutton Page 2
Professional Experience
*Call Center Manager / Operations Manager (June 2021 – April 2023) WinChoice USA
Manage the workflow of employees, create team schedules, and delegate tasks. Assessing the work performance and identifying areas that need improvement. Strategically plan and make recommendations to seek out new streams of revenue. Develop an ongoing training program for current staff and new hires. Handle and supervise the Dialer software and technical systems. Implement and develop a recovery program. Work directly with Marketing Director & Chief Operating Officer in determining plans of action to increase consumer interest in the products. Developed a functional 3-month / 6-month / 1-year implementation plan. Manage and execute the day-to-day running of the company in Texas. Handle Human Resources issues in reference to the Texas area. From my direct sales and management style, my team has added over $8.9 Million Gross to the company in 6 months.
*Operations Manager / Remote Tax Expert (January 2012 – Present) Jackson Hewlett & Intuit
Prepare or assist in preparing simple to complex tax returns for individuals or small businesses face-to-face, over the phone, by email, or by fax. Use all appropriate adjustments, deductions, and credits to keep clients’ tax liability to a minimum. Review financial records such as income statements and documentation of expenditures to determine forms needed to prepare tax returns. Furnish taxpayers with sufficient information and advice to ensure correct tax form completion. Hired and trained all new employees. Upgrade customers with different products and services. Active PTIN. Enrolled Agent classes.
*Call Center Manager
M&M Home Remodeling Services (April 2019 – May 2021) Developing objectives for the call center’s day-to-day activities. Hire, coach, and provide training to personnel to maintain high customer service standards. Help the team maintain an overall 90% or higher weekly demo ratio. percentage. Follow through with customer drip campaign, which amounts to eight touches in 1 year. Work with the marketing team in turning positive reviews into referrals. Develop, test, and maintain a remote call center to go along with our existing in-house team. Maintain a productive call-to-close ratio. Develop referrals and contacts with other potential customers in assigned territory. Follow up on leads generated by marketing activities; sales calls/chat/text/email. My proven techniques have increased social media reviews by over 200%.
*Project Coordinator (CrossCom National) (July 2014 – November 2015 & July 2017 – July 2018) Contracted Position, Aerotek Corporation & Direct Hire Crosscom National In charge of specific retail store buildout within a company. Coordinated internal resources and third-party. vendors for the execution of projects. Responsible for ensuring that all projects are delivered on time, within the scope, and within budget. Report and escalate to management as needed. Manage changes to the project scope, project schedule, and project cost. Control accounts payable and accounts receivable for individual projects assigned to me. Responsible for taking or making 80 to 100 calls per day to keep the lines of communication open between contractor and customer. Telecommunications and low-voltage infrastructure set up.
*Executive Assistant / Sales & Marketing Executive (November 2009 – November 2010) D&S Communications
Manage a Nationwide Lead Generation Program. Work with the CEO in launching new product development,
(marketing materials, website, client information, sales strategy). Perform sales and marketing calls to solicit meetings with prospective clients. Send follow-marketing materials and make follow-up calls monthly until a partnership was established. Carry out via phone, web, or face-to-face sales calls expressing the value plan of products, corporate solutions, and service offerings.
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