Customer Service Team Leader

Summary

Skills

Experience

MONICA G. DOTSON

*******@*****.*** C: 702-***-**** Las Vegas, NV 89123 Responsive team leader with strong professional background combined with motivational and encouraging style. Talented trainer, problem-solver and planner able to take on routine and complex job functions to promote business success. Well-organized and proactive retail professional with good communication skills and positive attitude. Windows Word, Excel, PowerPoint and Internet Explorer. Advertisements

Customer Service

Insurance

Internet Explorer

Excel

Office

PowerPoint

Windows

Word

Personnel

Retail

Sales

Telephone

Phones

04/2018 - Current

Alorica Inc.

Las Vegas, NV

Staff Operations Training Specialist

Assist members, Physicians office and Insurance Companies with prescription coverage information.

Also assisted Retail Pharmacies with processing of prescriptions. Designed and directed orientation and training programs to meet client needs. Developed complete training programs and led training using expert learning techniques. Leveraged simulations, team exercises and group discussions to increase training program engagement.

Checked tracking systems for student and instructor leaves, attendance scores and overall performance.

Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.

Managed various training courses by developing curricula, instructions, documents and written tests.

Evaluated client processes, employee performance and training progress to determine additional training needs.

03/2010 - 03/2017

Convergys

Corporation

Cincinnati, OH

Sales Trainer

Trained new customer service representatives for sales calls. Created and coordinated group training classes in alignment with company sales objectives. Collaborated with team to develop effective, winning sales strategies. Assessed customer needs through detailed questioning and presented products to fill those requirements.

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Education and Training

Educated customers on product functionality through live demonstrations. Negotiated sales prices with potential buyers to elicit best profit margins for company. Evaluated training programs to determine effectiveness and increase employee retention. Recruited, trained and mentored all sales team members and offered continuous support for professional development.

Monitored and authorized entrance and departure of employees, visitors, and other persons to guard against theft and maintained security of premises; wrote daily reports and patrolled entire area being secured to check for rule infractions; called emergency personnel as needed; answered alarms, investigate disturbances, evicted violators from premises and answered phones after business hours as needed.

12/2000 - 03/2010

Sprint Yellow Pages

Niles, OH

Sales Office Manager

Supervised office of 17 Customer Service Representatives. Taught staff how to handle difficult situations with calm and professionalism. Mentored employees and instructed on management of complicated sales, complex issues and difficult customers.

Delivered empathy and persuasive negotiation talents to promote memorable customer experience.

Maintained detailed and accurate accounting records by overseeing documentation of sales, purchases and requisitions.

Worked one-on-one with employees to motivate while delivering constructive criticism in busy, retail environment.

Responded to customer inquiries and delivered appropriate information after carefully researching issues.

Taught junior employees how to meet operational and sales goals with proactive strategies. Enhanced sales by implementing merchandising and promotional improvements. Organized and updated schedules to optimize coverage for expected customer demands. Reviewed sales reports to enhance sales performance and improve inventory management accuracy.

Established, enforced and optimized departmental procedures and goals to optimize team performance and productivity.

Planned and updated work schedules for optimal coverage of expected business needs. Ordered merchandise with accuracy by verifying back stock and maintaining inventories. 06/2014

Colorado Springs, CO

Bachelor of Science in Business Administration

Colorado Technical University

01/2011

Colorado Springs, CO

Associate of Science

Colorado Technical University

Chancellor's List, Dean's List, GPA: 3.98

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