Sales Manager
Resume:
Carolyn Jackson
adh73f@r.postjobfree.com
Dynamic and motivated individual who excels at team building, performance management and problem solving. Extensive administrative and organizational skills, sales and customer service experience and management capability seeking position where diverse skillsets can be utilized to set and meet goals and drive performance
Professional Experience
Princess Cruise Lines
Call Center Manager
August 2003-May 2020
Set performance goals for team of agents in ways that promote department goals and expectations
Conduct performance improvement plans and administer disciplinary action as needed based on performance.
Manage team of 85+ agents, and 6 supervisors to ensure they understand their duties and offer the necessary tools and resources needed to perform their job duties effectively through monthly one on one coaching and team meetings.
Monitor employee productivity and provide constructive feedback and coaching to drive job performance.
Maintain statistics and reports on key performance indicators.
Maintain timecards and personnel records, manage LOA’s and ADA accommodations, and ensure compliance with company policies and processes.
Conduct interviews in search of quality candidates that would be able to meet the department goals as well as provide training to new hires.
Work with Travel Partners in Mexico and Puerto Rico.
Seize opportunities to book cruises and secure deposits while upselling products
Meet sales goals and generate revenue by utilizing sales techniques
Keep records in call center database in comprehensive manner
Engage customers by providing excellent customer service
Identify customer needs, clarify information, research issues and products to best meet customer inquires
Skills & Committees
Proficient in Microsoft office suite
Proficient in Polar
SCV Modernization Committee May 2018 - January 2019
Events Committee January 2004- 2020
Ocean Medallion Navigator 2017-2018
Community Committee January 2005-2020
CARE Team
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