Manager of Sales and Operations

Deidre Nanette Sinclair

*** ****** ****** **. *******, NC 28326

Phone: 910-***-**** Email: ******.********@*****.*** Education

Associate’s degree-Business Administration/Management (Feb. 2011-Jan. 2013) Everest University (Tampa-Brandon Campus)

4.0 GPA Dean’s List/Honor Roll Award *all completed semesters consecutively

Perfect Attendance Award *all completed semesters consecutively

President’s List Award *cumulative for achievement of perfect attendance and 4.0 GPA

Student Ambassador Nomination

Diploma-Cosmetology (Aug. 2003-May 2005)

Vance-Granville Community College (Henderson, NC)

4.0 GPA Dean’s List Award *all semesters consecutively

Perfect Attendance Award

Ryder Scholarship Recipient from the President of the Cosmetology Department Skills

Outstanding leadership and team development skills

Retail Sales Certification

Fluent in the interview process including hiring/terms and HR requirements

Efficient in team management & development

Prepare daily deliverables

Analyze team statistics and create action plans for improvement with proven results

Able to provide daily snapshots of performance and statistics

End of day report analysis

Prompt and efficient in meeting deadlines

Professional attitude and excellent social and communication skills Experience

IWG-Regus (Raleigh, NC)

City Manager of Raleigh, Durham, Chapel Hill, Cary, Morrisville, Selma,NC (July 2023 – Current)

Promoted to Oversee & Manage Daily Business Operations of 25 Facilities/40+ team members

Take Ownership of Acquisitions and Development of Partnership Take Over Facilities (90+% customer retention record)

Responsible for driving profitability by effectively managing sales and operational performance of all facilities

Financial Analysis and planning for each facility

Achieve revenue, occupancy, and profitability targets

Ensure All Facilities are in compliance of USPS CMRA 1583A and 1583 form policies

Actively network within the local business community to gather market insights and generate sales leads

Monthly Audit of all Facilities

Stay informed on competitor activity and industry trends to capitalize on commercial opportunities

Interview & hire qualified candidates. Foster team growth by mentoring and coaching staff, providing constructive feedback, and unlocking their full potential to improve skills and productivity. Termination of team members not in compliance of company standards & expectations

Designing and executing talent development strategies Community Manager Team Lead (May 2020 – July2023)

Promoted to Oversee & Manage Daily Business Operations of 14 Facilities/25+ team members

Ensure All Facilities are in compliance of USPS CMRA 1583A and 1583

Recipient of Nov. 2022 Running after Revenue Award in the World of Work Marathon

Recipient of May 2022 Community Impact Award

Community Manager Team Lead Deputy (Aug. 2019 -- May 2020)

Promoted to Assist Team Lead with Overseeing & Managing Daily Business Operations of 14 Facilities/25+ team members

Ensure All Facilities are in compliance of USPS CMRA 1583A and 1583 Community Manager (Nov. 2017 -- Aug. 2019)

Ensure compliance of USPS CMRA 1583

Serve as the primary contact for the center and the clients & visitors

Responsible for keeping up to date Account Receivables (AR), collection efforts, escalations on AR and collections issues, agreement renewals, meeting with all new clients to complete the move-in process & move-out process

First point of contact for all clients, team members, and visitors delivering an exceptional first impression

& providing a professional and friendly service.

Leverage centralized marketing tools and resources to execute local events, networking, drive local partnerships and associations, oversee Craigslist postings and online directories.

Daily provide a “wow” factor to our clients

Identify opportunities to maximize revenue for office sales, meeting rooms, memberships, upgrades, upselling, referrals and renewals while helping to contribute to the overall revenue of the center.

Ensure that all daily service charges are captured and entered into billing/AR system.

Assist in training Community Associate(s) to learn the business and aid in their success.

Served as a resource for clients seeking information, assistance or recommendation of all key services, products, and amenities

Touring Prospective Clients

Drive leads by posting company provided ads on social media and websites (Craigslist, Kijiji, X, Facebook Marketplace, etc.)

Client Onboarding, preparing their new office for move-in, assign keys/fobs for entry, troubleshooting basic technical issues, programming phones, moving furniture to accommodate their office needs, providing beverage package cards, train on client portal, and assist with administrative tasks.

In the Community Associate’s absence, stepped in as the extension to our clients by delivering mail, answering phones, sending packages, preparing meeting rooms

Demonstrate a true passion for customer service by proactively seeking ways to surprise and delight our clients and guests, always going above and beyond.

Provide the image and service representative of a 5-star business Community Associate (Dec. 2013-Nov. 2017)

First point of contact for all clients and visitors

Deliver mail, Shipping/Receiving Packages

Prepare Meeting Rooms & Office Space for Daily/Long-term Use

Client assistance with Admin Tasks

Daily online advertising

ACS-A Xerox Company (Raleigh, NC)

Call Center Supervisor of Subject Matter Experts (Feb. 2010 – Nov. 2013)

Supervise Call Center during Operating Hours

Manage a team of 40-50 customer care representatives/subject matter expert representatives.

Actively work to keep the expert team abreast of all procedural changes and updates.

Prepare and deliver a daily disposition report of all calls handled to the operations team.

Daily delegation of tasks to ensure adequate service levels of top call types.

Conduct and deliver monthly surveys on team performance and improvement.

Monitor, evaluate, and affect the level of quality, AHT, and KPI’s delivered by the team.

Ensure completion of all required training by conducting oral huddles or computer-based training modules.

Resolve customer escalations and follow up to ensure customer satisfaction.

Provide annual performance reviews, Weekly/Monthly one-on-one agent performance feedback.

Immediately review, give feedback, and offer improvement suggestions on agent quality audits.

Assist with site quality improvement by creating and implementing action plans.

Call Center Supervisor (Feb. 2006-Feb. 2010)

Manage a team of 20-30 customer care representatives.

Assist in the daily operations of the call center.

Enforce company policy and standards site wide.

Control daily tasks of the customer care representatives.

Deliver daily hot-topics and current events.

Prepare and complete EOD reports daily.

References:

Marshall Thorpe 919-***-****

Keema Wall 267-***-****

Enjoli O’Neal 910-***-****

Contact this candidate