Call Center Supervisor

DARRELL DISHROON

**** ******** ** ******, ** ****9

214-***-**** **********@*******.***

linkedin.com/in/darrell-dishroon

Performance-driven leader with experience in managing all aspects of consultative B2B sales and account management. Concentration on new business development within both the Credit Union marketplace and P&C Insurance Industry to include territory growth, retention and penetration, product/service positioning, and goal/target achievement. Adept in managing high-impact sales while implementing strategies that drive business growth and maximize profit, customer engagement, and solutions designed to increase sales.

Fintech Delivery

Territory Management

Sales Development

Product Management

Revenue & Profit Growth

New Business Development

Contract Administration

Salesforce CRM

Customer Needs Analysis

Program Management

Client Relations/Retention

Market/Competitive Analysis

PROFESSIONAL EXPERIENCE

Imperial PFS

Dallas, TX Sales Executive 2013 - Present

Manage the sourcing and business development of both new and existing relationships via mediums that include cold calling, customer visitations, online resources, referrals, and industry events, with a focus on generating and growing revenue via consultative sales and adaptation of various products. Continuously build pipeline through channel management, lead contract negotiations, and build relationships with accounts through sales support reviews and client engagement.

Grew existing P&C agent book organically by cross-selling additional features including credit card processing. Solutions tailored after needs analyses consult and presentation of various technology and services resulting in an additional 6% profit.

Developed new business through P&C agency partnerships contributing to 17% growth.

Partner with agencies to find best solutions for finance, payment processing, compliance and integration with management systems.

Currently manage a $160m book in annual receivables.

Manage multiple cluster programs generating over $100m in additional annual revenue.

Develop and revise territory plans to effectively generate leads and for growth into thirteen states supported by multiple sales offices.

Drive the achievement of key growth metrics and positioning to promote sales growth through customer engagement and a strong understanding of the P&C Agency marketplace.

Conduct sales presentations, annual reviews and training both in person and remotely.

Attend insurance industry events and conferences to prospect, support various programs, and engage with clients to drive new business development. Master Candles Dallas, TX

Owner/Operator 2008 - 2013

Built, launched, and managed all aspects of business operations of a small candle manufacturing company to include product design and manufacturing, fiscal and P&L management, sales and new business development, and client relationship management.

Direct oversight of sales and order fulfillment, purchasing, client relations and contract negotiations while growing client base and serving as the primary product expert to clients.

Managed the creation and launch of sales, marketing and promotional strategies to achieve business objectives, while managing existing relationships while delivering on customer orders.

Tracked and analyzed sales pipeline metrics to drive continuous improvement, developed growth plans gain market share, and increase bottom line.

Managed and achieved all monthly, quarterly, and annual financial goals for revenue growth; designed and implemented strategic business, sales, and marketing strategies to increase revenue.

Devised solutions for streamlining operational and production processes and workflows, increasing market share and productivity, reducing costs, and managing P&L. Cuna Mutual Group

Dallas, TX Product Manager 2000 – 2010

Partnered with sales executives to drive Credit Union product placement initiatives, while identifying benefits and value of core products for consumer sales strategies, implementing post-sale account support, and managing existing accounts to drive client satisfaction. Supported/maintained multiple databases across a multi-state territory.

Field staff development and retention, ensured all corporate and developmental goals were consistently met, and led client-specific training modules for procedures and policy coverage.

Partnered with assigned Credit Unions to ensure system integrations were implemented correctly and user adaptation was 100%.

Overcame objections and provided problem resolution for all aspects of programs including all aspects of data center.

Served as a subject matter expert during the transition and decommission of databases and participated in driving the successful transition of program to an acquired new business partner. Data Center Supervisor

Managed all activities for call center services. Defined business unit goals and objectives, analyzed statistical reports, and implemented metrics to improve efficiencies and service support. Direct oversight of data center with implementation and utilization of EDI Insurance tracking.

Assessed individual, team, and call center results for performance trends to ensure attainment of revenue goals and performance targets; created national training platform for real estate tracking.

Delivered all aspects of associate interviewing, hiring, training, mentoring and guidance to ensure the meeting of individual/team metrics/goals; maintained attendance, training and performance records.

Supported customer experience and operations strategies; led the execution of the team member experience, decrease customer complaints, reduce repeat calls and maintain service level excellence.

Established performance goals for team member key metrics; service levels, average handle time, repeat calls, quality monitoring and performance.

Monitored and assessed daily activities for all associates in order to identify areas of weakness and implement action plans to drive improvement.

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