Management Professional

MANAGEMENT PROFESSIONAL

Positive, committed, employee focused, results driven leader with progressively responsible call center operations, sales, banking, project management, training and customer service experience. Knowledgeable in analyzing revenue trends, cultivating of client relationships, team coaching and development, diversity and building team synergy. Proven track record of generating and increasing revenues while implementing cost saving measures. Adept in the ability to win concession’s without damaging business relationships. Commands strong interpersonal skills and willing to go the extra mile in order to achieve results challenged. Skilled in determining priorities, analyzing next steps accessing trends and making adjustments when appropriate.

SUMMARY OF QUALIFICATIONS

Sales Coach and Consultative Sales Training

Recruiting and Staffing

Excellent Communication/Presentation Skills

Managing Interpersonal and Effective Listening

Coping with Diversity in the Workplace

Sexual Harassment Awareness

Strategic and Tactical Team Planning

Employee Training and Development

PROFESSIONAL EXPERIENCE

WACHOVIA BANK, N. A. (Rated #1 in Customer Service eight years in a row)

Financial Center Manager

Tampa, Florida

2003 - Current

Manage Financial Center’s daily banking operations including and its employees. Current staff consists of one Service Manager, six Tellers and three Personal Bankers. Forecasts monthly deposit growth and loan production. Leads team in applying techniques in order to meet required sales and service goals. Plan and implement strategies that continue to assist the center with increased performance. Interview and hire as staffing is required. Conduct telephone screening and make job offers to prospected candidate. Facilitates meetings of benefit changes and introduces recognition standards. Reviews, and reinforces guidelines set fourth by the federal government for banking regulations and compliance. Conduct weekly meetings with direction of what to focus on in order to maintain and exceed current performance trends. Communicates new policies, procedures and test for understanding. Coaches staff to ultimate performance standards. Focus’s on providing excellence in customer service and driving production to goal. Schedule and provide training for all new products and on ways of presenting to customers for a quick sale.

Monthly transaction per teller is 2,500 or 22, 500 monthly – Goal is 16, 569 monthly

Maintains Customer Service Objectives to 7.0 (on target) green zone

Exceeding goals by 120% across all gates consistently

Consistently Ranking in top 2 among cluster

Has a #1 producing Teller team in cluster

Train, monitor and coaches team to meeting and exceeding goal daily

XEROX CORPORATION (Global business leader providing state of the art, office solutions, paper, electronic and online document management, high volume hardware, software services and solutions.)

Outbound Tele-Sales Manager – Call Center Operation

St. Petersburg, Florida

1996 - 2002

Accountable for hiring and managing staff of 21 employees to support several geographic sales territories. Managed a plan of $90Mil. Designed, implemented incentive packages and negotiated monetary worthiness. Revised policies and procedures and presented to staff and team. Forecasted performance trends, negotiated skillfully in tough situations with internal customers while leveraging authorization/buy-in. Coached sales team to driving top performance levels. Monitored sales calls for quality criterion. Analyzed the impact and effectiveness promotion programs. Planned, communicated and deployed strategies that increased performance growth. Inspected teams call processes, communicated effectively with all levels of management across organizations. Consulted with senior management in support of sales strategies, pricing, systems and promotional incentives. Projects a personality that commands respect, trust and self-confidence.

Created and implemented employee incentive programs to stimulate morale and grew business by 10%

Successfully launched a series of new training modules, implemented guidelines that ultimately provided standard process support among all supplies locations.

Redesigned and presented a month-end business communication tool; reporting to HQ senior staff. Timely collection and analysis of performance measurements for monthly reporting.

Developed and cascaded incentive programs to overachieved objectives, while netting results of 100%, ranked #1 among peers

Inbound Tele-Sales Manager – Call Center Operation

St. Petersburg, Florida

1990 - 1996

Managed staffing requirements in support of 3,500 incoming calls daily. Directed 30 representatives to overachieve objectives. Monitored Accepted Call Rate (ACR), Average Speed of Answer (ASA) and Talk Time via the Aspect phone system. Supported all markets while producing in access of $100Mil in annual revenue. Conducted group meetings with various activities in order to hype employees and provided guidelines for success. Analyzed revenue, calls and order trends against outlined criterion. Resolved problems through the process of definition, analyzation and development of alternative solutions.

Developed and presented a guide within Xerox Team Excellence competition. Secured 1st place and was then implemented in all Tele-web facilities. Project improved incoming call activity by 5%.

Established an Order Accuracy error prevention module. Inclusion of module improved reduction of errors by 15%.

Created a Career Starter Kit to aid employees with future career readiness. Presented to senior staff and kit was deemed as a best practice to be utilized in all center locations.

Facilitated an employee involvement team focusing on abandon calls. Lost calls decreased by 12%, delivering a performance standard of 98%+ incoming call rate.

Tele-Sales Training Manager – Call Center Operation

Arlington, Virginia

1987 - 1990

Developed and facilitated all training criterion to new and existing employees. Worked with upper management in conjunction of supporting new product launches, systems and sales strategies. Supported management and acted as their liaison between the representatives. Cultivated client relationships and worked with account sales managers to develop and implement revenue growth strategies. Created and implemented customer loyalty guidelines and monitored results. Collaborated with teams on bid responses; conducted training analysis and tracked new employee's success rate once completing class. Role model in leading by example i.e. assumed the role of employee and sometimes as customer to show how sales should be closed. Span of control varied by month based on class size.

Initiated and designed a Customer Loyalty handbook that became part of the training curriculum as customer satisfaction is a major role in retaining customers and their satisfaction.

Produced a Telephone Etiquette module and implemented into new hire training syllabus.

Education

American University

Washington, D.C.

(1 Yr. Classes based on work experience)

Halifax County Senior High School

South Boston, Virginia

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