Los Angeles Call Center

HEATH BERNSTEIN

**************@*****.*** • 856-***-****

Los Angeles, CA 90036

WORK EXPERIENCE

Attic Brite, Los Angeles, CA — Project Manager

October 2023 – Present

• Spearheading the development of marketing materials and installation instructional videos.

• Creating/overseeing budget allocation across marketing, sales, training, and production departments.

• Coordinating workflow SOPs between engineers, manufacturers, and senior management to maintain production deadlines and guarantee quality control. REZI, Los Angeles, CA — Sales and Leasing Manager

January 2023 - October 2023

• Led the sales team to achieve over $100K in revenue for Q1-Q3 2023.

• Enhanced customer relations and service delivery using CRM tools to analyze metrics and tailor services to match client preferences.

• Performed comprehensive market research to align pricing and marketing strategies with current housing trends.

Turf Terminators/BuildSavings, Los Angeles, CA — Operations Manager August 2014 - May 2020

• Supervised call center of 40+ employees/created training SOPs for all new hires.

• Utilized Salesforce to produce detailed reports analyzing daily call center metadata.

• Conducted weekly training sessions for call center staff leveraging Jira platform modules.

• Redesigned travel schedules for 60+ sales consultants, reducing travel costs by 29% and boosting sales revenue by 23%.

• Implemented performance incentive bonus programs, increasing employee productivity by 31%. Miracle Gutter Guard, Mt. Laurel, NJ — Production Director June 2012 - July 2014

• Wrote/directed/edited 70+ sales training videos outlining key selling techniques specific to product’s unique features and benefits.

• Managed customer service operations for nation-wide independent dealer network.

• Invoiced vendors, tracked deliveries, maintained stock of product inventory. KNOWLEDGE EXPERTISE

Project Management, Monday, Asana, Jiri, Dripify, Salesforce, Zendesk Sell, NetSuite OpenAir, Microsoft Office 365, Google Workspace, Budgeting, Invoicing, Strategic Thinking CERTIFICATIONS

CAPM Certified, Project Management (Grow with Google – 2021), Google Digital Marketing & E- Commerce (Grow with Google – 2023), ChatGPT Advanced Data Analytics (Vanderbilt University – 2024)

EDUCATION

New York University, New York, NY — May 2008

Bachelor of Arts in Economics, Minors in Business & Creative Writing

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