Call Center Supervisor
Resume:
Brian Lawson
North Canton, Ohio 44720
Veteran of the Telecommunications Industry with over 25 years of Proven Sales Experience and Call Center experience. Seeking a position of progressive responsibility. Current Position – Call Center Manager.
InfoCision Management Corporation Feb/1994- Current
* Began as an agent on the phones in Direct Sales then promoted into Direct Sales test group.
-Part of the team initiating the company's new Direct Sales division. Moved into the test group within the first year to write, test, and troubleshoot campaign scripts. Able to consistently maintain sales results near the top of the division. Multiple winner of the Employee of the Month. Inducted into the Hall of Fame within the first two years.
* Moved to the National Testing Center in 1999.
-Gained further experience in script writing, testing, and the development of successful sales techniques. Often sent as a consultant to boost campaign results in other centers and divisions. Extensive knowledge and experience in Split Testing. 20-2 record in Split Tests against other companies.
-Knowledge of industry practices and experience in making campaigns profitable within minimum campaign requirements. It has been occasionally necessary to counter-offer minimums to guarantee a respectable profit margin for both the company and the client.
* Leader in numerous campaigns in fundraising, sales, customer service, appointment setting, etc. as well as numerous others.
Skills and Achievements
* Inducted into the Hall of Fame in 1995 (hired in February of 1994).
* Recipient of the Quality Superstar Award (both monthly and annually).
* Recognized as Employee of the Month (until the Hall of Fame cancelled out contention).
*Outstanding Program Supervisor Award 5 times.
*Program Supervisor of the Year in 2014 & 2015
*Outstanding Call Center Supervisor Award 8 times
*Call Center Supervisor of the Year 2016, 2017 & 2018
* Proven consistent sales results in Fundraising, Customer Service and Direct Sales divisions.
-Have ranked in the top 5% in performance in the entire company for over 25 years
* Have knowledge of inbound, outbound and blended call center operations
* Have consistently met with potential and current clients to discuss strategies on their specific campaigns.
* Have consistently met with other call center employees including directors, managers as well as call center staff to discuss ways of bringing individual programs or campaigns in at goal.
* Have worked in a variety of divisions including Direct Sales, Commercial, Business to Business, Christian Fundraising, Political, Non- Profit, Volunteer recruitment, Customer Service and Automated Intelaresponse
* 2007 - Promoted to Business Account Manager Commercial Division - Responsible for handling 850 Business accounts and increasing revenue. Continue to perform at the top of division.
*2009 – Returned to Non-Profit Division and promoted to Mentor/Trainer
*2010 – Promoted to Program Specialist in the Nonprofit Division. Would travel to different company locations. Responsible for making programs profitable for the company and our clients by writing scripts that increase results, training agents on the programs, working with managers, clients and division heads on strategy on various programs
*2013 – Promoted to Program Supervisor in the Nonprofit Division. Responsible for a team of 15 agents and continued all above program specialist duties as well as put in charge of running the ITR (Intelaresponse) automated phone center.
*2015 – Promoted to Senior Program Supervisor in the Nonprofit/ITR Divisions. Continued all duties above and supervised a team of over 38 agents in two rooms. Received the award for the top Program Supervisor in the company for 2015.
*2016 – Promoted to Call Center Supervisor in the Akron Nonprofit Room. Responsible for a team of over 100 telephone agents as well as 4 supervisors and all results and metrics for the programs.
*2017 – Transferred to Akron Fundraising
Responsible for a team of over 200 telephone agents and 6 supervisors. Responsible for all results and metrics for a team that runs multiple inbound and outbound programs, including Customer Service, Nonprofit/Christian/Political Fundraising and Sales. Received the award for the #1 Call Center Supervisor Award for 2016 2017 and 2018.
*2019 – Promoted to Senior Call Center Supervisor in the Akron Fundraising Call Center
*2020 – Moved to the Fundraising Virtual Workspace as Sr. Call Center Supervisor. When the pandemic hit we shifted our workforce to a Virtual environment. Responsible for helping move 200 agents from a brick and mortar setting to virtual in a very short time frame.
*2022 – Promoted to Call Center Manager in the Fundraising Virtual Workspace. Continued the duties above,but focus not only on day to day results, but the bigger picture to make sure we are doing the correct things for the company to maximize the profit and minimize waste to position the company for future growth, Work closely with the Workspace Director.
Misc.
* Proven track record of success in all divisions, Direct Marketing, Sales, Customer Service, Appointment Setting, Volunteer Recruitment, Political Fundraising, Commercial, Business to Business, Nonprofit/Christian Fundraising
* Able to communicate well and work with people at all levels.
* Looking for a reputable company with a proven track record that promotes from within
* References are available upon request
Contact this candidate