Call Center Account Manager

Professional Summary

I am a highly skilled professional with 23 plus years of coaching and development. Due to my high concentration in building successful I would like to add knowledge if Insurance to my current skill set.

Skills

EMPLOYMENT HISTORY

American Red Cross - Supervisor of Tele recruitment August 2012 to Present

Coach and develop a team of Sales Representatives in a fast-paced environment scheduling appointment for donors to come out and donate whole blood, double red cells, platelets and plasma donations

23 years of sales and coaching skills – Inbound & Outbound Sales

Monitor and analyze Key metrics and reports, sales metrics, I3 Dialer Metrics &

Call monitors

Top Performer month over month in exceeding team targets

Introduced program for new hires to go through 40 hours of hands on training after orientation

Demonstrated understanding of consultative sales & the ability to train others

Designed workshop for agents in the call center to understand how to effectively listen & question & master the art of overcoming objections

Recommended bi-lingual line for Spanish recruitment

Coached other supervisors and agents on the ability to schedule multiple appointments to minimize the impact on calling our donors up to 386% dialing ratio

Received several awards for Supervisor of the Quarter

Top 25% of Supervisors nationwide within the American Red Cross for Outstanding Leadership according to outside survey (Engage)

Citi -Financial Auto - Senior Collector – Account Manager Nov 2008 – June 2012

Communicated with debtors by telephone to attempt to bring resolution to unpaid accounts.

Provided thorough, efficient, and accurate account updates on computer files for each call made or received.

Demonstrated effective skip tracing techniques by locating debtor contact information.

Counsel delinquent account debtors to assist in find funds to meet debt obligations.

15 + years of collection experience

Knowledge, understanding, and compliance with all applicable federal, state, and local laws and regulations that regulate the collection industry.

Average top 25% of debt collectors.

Yellow Book USA - Media Consultant-Outside Sales 2007-2008

Initiated telephone calls for the purpose of selling yellow page advertising and internet advertising.

B2B sales to consult with clients on needs based selling.

Draft ad layout & utilize presentation skills to gain new business.

Exceeded goals in obtaining new business within the first month of hiring

Understanding the marketplace and an increased knowledge of how small businesses operate and what makes them successful

Able to broaden perspectives for the small business owner due to skill sets in technology; combining that experience with their advertising needs to increase profitability

BellSouth Telecommunications 1979-2007

Leadership Coach/Call Center Management/Sales Inbound /20+years experience in the Call

Center Environment /Staff Manager/Systems Manager/Engineer-Outside Plant Technology

Dispatch Clerk/ Construction Clerk

Actively participate in monthly and weekly meetings.

Top 5% of sales managers within business unit of 97 sales managers. Pinnacle performer won several cruises and offsite trips for performance

Meeting and exceeding revenue goals of 600**-***** per month

Lead team meetings and huddles to create team motivational spirit.

System Manager-work with implementation of Standard Office Procedures

Manager internal service level performance, productivity and quality.

Ability to execute and manage high volume of monthly quality call monitoring and side by side coaching.

Manage team member schedules and adherence using a disciplined approach

First level of contact to employees, including payroll, disciplinary action and terminations.

Leadership Coach – Staff Management – coach and develop sales coaches on processes

For improved performance. Drive sales results within division. Charlotte, Raleigh &

South Carolina

Received Department Head Award for implementation of ADSL over a DAML (digital equipment)

Outside Plant Engineer – work with technicians to implement dial tone. Construction drawings

For placing aerial & underground cables; adding terminals & constructing new facilities for

DSL.

Education

Robeson Technical Institute -

Major Accounting-Some College – 1978-1979

REFERENCES AVAILABLE UPON REQUEST

ORGANIZATION/TIME

MANAGEMENT

FORWARD PLANNING

AND STRATEGY

RELATIONSHIP BUILDING

COMMUNICATION

CURRENTLY ALIGNED WITH MARKETING STRATEGY

OUTSTANDING SKILL DEVELOPMENT AND COACHING SKILLS

Presentation skills

Pro-active self-starter

Focused on results

Contact this candidate