Call Center Account Manager
Resume:
STEVE D. WARD
Concord, NC *****
**************@*****.***
PROFESSIONAL SKILLS PROFILE:
Managed call center that staffed
Managing over 900 customer accounts
Team Lead of SEO and SEM marketing teams
Established sales objectives by forecasting and developing annual sales quotas, projecting expected sales volume and profit for existing and new products
Completed sales operational requirements by scheduling and assigning employees
Maintained sales staff by recruiting, selecting, orienting, and training employees
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing business networks
Implemented and lead moral committee to increase employee motivation for production
RELEVANT EXPERIENCE:
Safe haven ADT
Account Manager/Team Lead- REMOTE Oct 2022
Manage a portion of the team of members 5 to 10 reps at a time
Run reports for team 4 times a day calls, sales.
Monitored calls and gave feedback to reps
Made outbound calls at least 100 everyday
Conducted Team meeting twice a day VIA Teams video chat
Called Real estate agents and pitched them for a partnership to obtain their buyers who were interested in security
Followed up with the customer to pitch packages and close deal on one call close
Highest close rate in my department of 70% normal close rate 30%
Spectrum Business
Account Manager/Team Le- REMOTE April 2021 September 2022
Manage a portion of the team of members 5 to 10 reps at a time
Run reports for team 4 times a day calls, sales.
Held team meetings in the morning and after lunch
Made outbound calls at least 100 everyday
Called Real estate agents and pitched them for a partnership to obtain their buyers who were interested in security
Followed up with the customer to pitch packages and close deal on one call close
Highest close rate in my department of 70% normal close rate 30%
Windstream Enterprise
Manager Windstream Enterprise Charlotte NC March 2019- March 2021
Had a team of 15 reps that I worked with daily
Monitored reps Calling small to medium business to follow up on their VIOP systems, giving feed back to reps doing coaching sessions, running reports daily and sending out reports
Maintaining a book of business
Helping new and existing customer with SDWAN security system for their internet
Following up with customers concerning soft wear updates
Training new reps on the process once out of nesting class
Web.com SRI. August 2017 to November 2018
Business to Business outbound sales calls
SEO Marketing for Google also Google Maps, Yahoo, Bing
Pay Per Click Campaigning on Google
Finding leads to contact
Calling prospects and sending them over to closers
Handling the Larger Accounts for New Customers dealing with SEO & SEM marketing
FleetMatic Account Manager. Charlotte NC, July 2016 to July 2017
Business to business outbound sales calls
Calling medium and large size Companies with vehicles from 5 to 100
Prospecting calls
Maintaining a book of business as well as creating new customers
Making 80 to 100 calls daily
Account Manager/Team Lead, Deluxe for Business, Charlotte, NC June 2013-July 2016
Business to Business inbound as well as outbound sales calls
SEO Marketing for Google also Google Maps, Yahoo, Bing
Pay Per Click Campaigning on Google
Processed Credit Cards or ACH orders through sale force.
Up selling to existing customers as well as extending the life of the contract
Handling the Larger Accounts for New Customers dealing with SEO & SEM marketing
Sales Representative/Team Lead, Red ventures, Fort Mill, SC June 2008-May 2012
Outbound sales
Managed sales and customer service accounts
Team Lead of over 60 sales agents
Monitoring sales calls remotely
Coaching and development of employees to meet and exceed sales quota
Operations Manager, Reality Times, Las Vegas, NV January 2005- January 2008
Improved the operational systems, processes and policies in support of the organizations mission -specifically, support better management reporting, information flow and management, business process and organizational planning
Managed and increased the effectiveness and efficiency of Support Services through improvements to each function as well as coordination and communication between support and business functions
Supervised and coached center supervisors on a weekly basis via staff meetings and one on one coaching sessions
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