Marcela Sosa

Call Center and Outbound Sales Manager - Kolb Electric Inc

Fredericksburg, VA 22407

adzfwo@r.postjobfree.com

+1-703-***-****

A seasoned Call Center/Customer Service Manager who has directed call centers consisting of 75 representatives and 8

supervisors.

Work Experience

Service Manager / Dispatch Manager and Office Manager Loving Air Inc. - Fredericksburg, VA

September 2021 to Present

Delegating and directing service tasks, monitoring the progress of current projects, and managing service team members to ensure the team's objectives and sales goals are met. Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.

Assisting with or performing administrative tasks, such as managing and updating invoices, processing new orders, and tracking inventory.

Setting up and maintaining a service desk and evaluating its efficiency. Resolving service desk problems and improving service methods to increase the service desk's productivity and customer service.

Monitoring department issues and client complaints to create methods to lessen recurring issues. Auditing work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.

Maintaining strong relationships with manufacturers, dealers, and sales representatives. Helping to train new employees in company procedures. Maintaining a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes.

Coach call center staff through challenging customer service issues. Analyze call center data and prepare reports for upper management. Evaluate staff effectiveness and performance annually or on an at-need basis. Lead team meetings and give presentations to executives. Develop monthly, quarterly and annual call center goals and action plans. Prepare work schedules to ensure sufficient coverage. Operations Manager

Guajillo Restaurant - Arlington, VA

May 2005 to Present

Responsible for maintenance of general ledger

Coordinate and prepare daily company deposits and finance logs. Process financial payroll for corresponding restaurant and employees Assist in establishing menu prices by shopping the local competition. Call Center and Outbound Sales Manager

Kolb Electric Inc - Alexandria, VA

November 2016 to September 2021

Supervise and schedule a staff of 15 Customer Service Representatives and Outbound Sales Representatives

Service Corporate Accounts

Provide training and mentoring to all new hires and existing employees Handle all aspects of Human Resources (i.e. payroll, associate benefits, hiring, terminating, training, safety)

Quality Control (i.e. monitoring live and recorded calls, reviewing service tickets) Create Productivity Tracking reports

Customer Relations

Contract Creation and Management for Residential, Commercial and Property Management Accounts Service Technician and Project Manager Scheduling and Routing Assistant Call Center/Customer Service Manager

Michael and Son Services LLC - Alexandria, VA

February 2009 to November 2016

Supervise and schedule a staff of 65 Customer Service Representatives and 15 Outbound Sales Representatives

Service corporate accounts

Execute and surpass all projected sales goals

Provide training and mentoring to all new hires and existing employees Handle all aspects of Human Resources (i.e.

payroll, associate benefits, hiring, terminating, training, safety) Quality Control (i.e. monitoring live and recorded calls, reviewing service tickets) Create Productivity Tracking reports

Customer Relations

Created existing Training Manual

Created existing Trainee Manual

Payroll/ Profit and Loss.

Quality Control Representative/Customer Service Representative Guajillo Restaurant - Herndon, VA

June 2006 to August 2008

Provided fanatical Customer Service and technical support Serviced corporate accounts.

Executed and surpassed all projected sales goals.

Assisted Spanish speaking clientele

Monitored and reviewed incoming and outgoing calls Executed customer service refresher classes

Assistant Store Manager

A.C Moore - Falls Church, VA

January 2003 to February 2005

Suggested new products and product placement that generated 1.8 million in earnings Provided training and mentoring to all new hires and existing employees. Handled all aspects of Human Resources (i.e

payroll, associate benefits, hiring, terminating, training and associate' safety) Purchasing and receiving of all merchandise.

Assistant Store Manager

Office Depot - Sterling, VA

January 1999 to January 2003

Responsible for initializing and executing all procedures in accordance with company policies Scheduled, prioritized and assigned work to all direct reports Managed and directed all operations of the store

Implemented training courses for new hires

Managed annual inventory and quality control.

Education

High School Diploma

Wakefield High School

June 1996

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