Center Manager Business Owner
Resume:
MM
Monifa Mcmillan
Professional Summary
Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field.
Work History
Comcast - Retention Supervisor
2801 Valley Road Harrisburg, PA
07/2017 - Current
Co-Business Owner - Etrust LLC
333 SE 2nd Ave 20th Floor Wells Fargo Plaza, Miami 33131, FL 10/2011 - 12/2017
adm2ha@r.postjobfree.com
Elizabethtown, Pa 17022
Skills
Education
Fairleigh Dickinson University
Teaneck, NJ
Bachelor of Arts: Journalism
Southern New Hampshire University
Hooksett, NH
Business Management
Through College For America
Certifications
Powerful Speaking(Udemy)
Embracing a work culture that values diversity and inclusion, open communication, mutual trust and respect.
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Recognized for having highest department Your Voice survey scores for favorability 2018 and highest department ENPS workplace scores 2018.
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Coaching agents to be a consultant and ambassador of Comcast products and services with focus on top down offering
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Increasing efficiency and productivity through effective coaching regarding quality customer interactions and customer retention techniques
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Successfully coached team to meet core metrics with an average of 83% for 2018
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Investigate and resolve customer inquiries and complaints in a timely and empathetic manner.
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Analyze OPA habits to coach agents on efficiency to help support department budget
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Enhanced product portfolio by attaining 20 broker agreements with small business loan lenders offering clients base 30 programs with funding options from 5K-1MM.
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Built sales team of 8 independent Sales Organization and secured terms of sales and service agreements with minimum sales goals
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Established CRM and trained sales professionals on system use and products
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● Enhanced marketing exposure through effective website content
● Sales & Margin Improvement
● Business Strategic Planning/Analysis
● New Account Development
● Executive Partnership
● Strong problem solving aptitude
● Performance improvements
● Email Marketing
● Event Planning
Bathfitter - Call Center Manager
550 Financial Drive, Etters Pa 17319
10/2016 - 07/2017
Amerimod - Contact Center Manager
2810 Morrison Ave Morrison NJ 07083, NJ
09/2008 - 02/2011
Volunteer Work
Center for Women of Domestic Violence 2010
Women's Network Marketing Committee 9/2017 to present Women's Network Events Lead 11/2018 to present
management social media and email marketing campaigns which resulted in 12% growth of customer base
● Strategically acquired affiliate marketing relationships Facilitated the identification of high risk business and created a consultative program including credit repair for future lending approval with a 30% success rate
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Successfully brokered 2.4MM in 2015 and 3.2MM in 2016 in business funding
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● Managed 85 agent call center, 12 confirmers, and 4 supervisors Liased with senior management to develop the channel's strategic plans to ensure market and revenue growth for Bathfitter LLC, and Homespire Windows.
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Developed sales agents and team leaders through coaching and training to achieve targets of a minimum of 230 set appointments over 27 locations
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● Managed scheduling to ensure service levels were met Developed, implemented and monitored incentive schemes and subsequent bonus payments. Resulting in increased performance
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Compiled monthly reports to senior management and presented plans to ensure daily, monthly, and annual targets were achieved.
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Recruited and trained ISA's on cold called perspective customers to determine product or service needs, Door knocking techniques, and identify decision-makers.
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Motivated team members to meet and exceed objectives by setting goals, tracking performance on a daily basis and implementing improvement strategies.
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Development of target market strategy, resulting in 15% sales profit increase from 2009-2010
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Managed the workflow of all business processing including the preparation of reports to support the sales department.
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Created and implemented new business opportunities by utilizing strategic networking strategies. Created referral program in 2010 increasing hot leads by 75% resulting in 20% conversion rate.
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HACC S.T.E.P program alongside Comcast Recruitment 2018
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