Virtual Customer Call Center

PAMELA ASBERRY

**** *******

Dallas, TX *****

(Cell) 469-***-**** (Email) **********@*****.***

SUMMARY

Dynamic Business Professional versed in call center sales, business development, administration, and management. Creative thinker, with strong customer service and analytical skills. Flexible, ability to adapt to changing environment. Effective leader and collaborator.

PROFESSIONAL EXPERIENCE

Sales Acquisition Support Supervisor – Circulation (April 2019 – July 2021)

Supervised day to day acquisition activities.

Tracked and reported weekly sales performances to goal.

Trained and distributed new and revised rate packages and commission structures.

Processed weekly and monthly sale invoices.

Coordinate and report special event sales results

Support Services Supervisor – Circulation (September 2008 – March 2019)

Supervised and monitor daily activities of third-party call center vendors

Conducted new and supplemental training for in-house employees and vendors.

Supervised research, dispatch, and special products support teams.

Processed monthly manual vendor credit adjustments and payment processes.

Collected and distribute transactions requiring manually data entry.

Business Manager–Classified Inside Sales (2004- May 2008)

Developed revenue generating events, partnership and brand building products.

Facilitated training programs to develop and improve sale supervisors’ leadership skills.

Provided administrative assistance to Sr. Director Inside Sales and management staff.

Interviewed potential new hires and made employment recommendations.

Inside Sales Manager-Classified (2003– 2004)

Managed daily inside sales, service and obituary operations.

Distributed department goal to supervisors, generated revenue reports, approved bi-weekly payroll, approved adjustment credits, reviewed monthly expense accounts to ensure department budgets were not exceeded.

Monitor and coach sales supervisors in deficient areas to meet goals.

Classified Advertising Administrative Assistant (2001– 2003)

Complied sales data, assisted sales representatives with new and existing advertisers.

Created procedural manual for generating monthly/quarterly sales reports.

Provided daily administrative assistance to call center staff and Advertising Directors.

Support Services Manager–Circulation (2000–2001)

Review, edit and distribute updated rates and reports.

Create and maintain to-date delivery area catalog information for delivery contractors and carriers.

Oversea maintenance and billing of all Single Copy Contractor accounts.

Organize special projects, track development process to completion and implementation.

Call Center Manager-Circulation (1999–2000)

Manage day-to-day call center agents and department activities

Design and implement policies to meet and exceed monthly call answer percentage of 98.5% or greater.

Implement weekly CSR sales contests to increase agent’s overall performance.

Routinely audited performance policies to ensure department compliance.

References provided upon request.

EDUCATION

El Centro Vocational Training Center, Dallas, TX

Diploma, W.H. Adamson High School, Dallas, TX

TECHNICAL SKILLS

MS Word

MS Excel

MS PowerPoint

Adobe PhotoShop

Acrobat/Reader

Avaya CMS

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