Customer Service Sales

DANIEL R. HUANG

**** ****** **** *** 925-***-**** cellular

Antioch, CA 94509 ********@*****.***

PROFILE

Knowledgeable and self directed leader with expertise in Sales, Customer Service, Appointment Setting, Call Center and Telemarketing. Results driven, experienced in building teams, increasing sales, new business development, and improve service levels. Plan, coordinate and execute sales and marketing metrics, performance management, delivering results, implementing sales, retention and support programs. Excellent work ethic, solid computer and problem solving skills. Fluent in Tagalog and Spanish.

PROFESSIONAL SKILLS

• Telemarketing – Appointment Setting • Inbound & Outbound Call Centers

• Customer Service – Customer Care • Customer Satisfaction/Retention

• Multiple Site Operations-Outsource-B2B • Training, Development & Recruiting

• Script Writing & Best Practices • KPIs, Performance Metrics & Reports

• Avaya ACD, IVR, Noble ACD & Predictive Dialer , Cisco DID, ACD & VoIP, Davox • CRM’s – Maestro, DCR, Relational, Mactive and Pyderion

• Help Desk Service & Support • Online Coupons & TV Digital Sales

• Warranty, RMAs & Contract Agreements, Service Maintenance & Support • Banking, Credit Card Customer Service & Collections

• Quality Control & Process Improvement • HVAC and Automotive Parts Industry

• Healthcare, Medicare A & B, HMO & PPO Programs. • Newspaper, Magazine Print, Online, Mobile Marketing Advertising Sales

PROFESSIONAL EXPERIENCE

SERVICE CHAMPIONS HEATING & AIR CONDITIONING, Pleasanton, CA 2011 - 2011

Call Center Sales Manager

• Managed Inbound & Outbound Call Center for a high volume call center for 3 HVAC Sales & Service Center, ensuring call traffic and overflow is managed daily at optimal levels and fulfilling all sales, service and warranty appointments required. Responsible for dispatch appointment confirmations.

• Increased appointments set from 9,000 to 15,000 a month, after (1) month of training, coaching and hiring the right personnel. Achieved goal by utilizing various marketing campaigns and creating lead call list to meet daily, weekly and monthly scheduling quota.

• Achieved sales performance goals for each center, working closely with Service Centers General Managers, Sales, Technicians, Dispatchers and Sales lead coordinators.

• Successfully increased completed/closing ratio to 59% in 2 months and maintaining a 90% “Quality and Accuracy” ratio for process and productivity improvement with a strong customer focus.

• Responsible for hiring, training, coaching and managing a blended call center, providing the best level of service in the industry. Regularly monitor and audit phone calls for efficiency, utilizing Noble ACD & Auto Dialer System, Maestro & DCR CRM and Answer Scheduling system.

THE MONTHLY GRAPEVINE, Brentwood, CA 2009 – 2011

Customer Service Sales Director

• Responsible for Print, Online, TV Digital and Mobile Marketing sales.

• Increased revenue 15% by successfully implementing multi-media marketing campaigns and packages in my first 2 months, which continued for the next 12 months.

• Responsible for 12 million dollars in sales a year.

• Improved market share by 20% representing 345 small business owners in 9 cities.

• In-charge of advertising sales and publishing of The Monthly Grapevine Magazine a service and resource guide with 70,000 circulations and 210,000 monthly readerships.

• Responsible for TV Digital advertising sales located in 17 high traffic venues.

BAY AREA NEWSGROUP, Walnut Creek, CA 1998 - 2008

Regional Call Center Sales Manager

• Responsible for $15,000,000 in print and online revenue that included Classified Private Party, Automotive, Recruitment and Real Estate Advertising Sales.

• Responsible for the success of our inbound and outbound telemarketing campaigns, implementing various programs to increase new sales, renewal sales, increase up selling opportunities and retention. Responsible for Qualitative & Quantitative call center reports for upper management. Maintained ACD, IVR and CRM system updates

• Achieved 500% on Online Top Listing sales campaign, increasing online sales take rate from 31% to 94% in 8 months, by changing the culture of the Inbound and Outbound call center sales from “Order Takers” to “Account Executives” in 2 months. The success of my strategy became a permanent practice of the company. This also increased calls answered/closed sales by 35%, managed average speed answered to less than 10 seconds and lowering the “Lost Call” ratio to less than 1%. Exceeded service level goals for the next 4 years.

• Selected as one of the Top 6 Call Center and Call Center Manager in the nation by Knight Ridder corp., Career Builder, Yahoo and the Call Center Magazine for Northern California.

• Successfully help build, design and manage a best-in-class customer support and help desk call center supporting 14 Knight-Ridder Top Daily Newspapers in the Nation. This was possible due to the Avaya software upgrade that I purchased in my first 3 months.

• Led the consolidation of 3 Major Call Centers i.e. San Jose Mercury News, Contra Costa Newspapers and the Oakland Tribune Papers.

• Successfully managed and attained service level goals with a strong focus on culture change, from “Order Takers” to “Account Executives”, increasing call answered /completed calls by 35% and lowering lost call ratio to less than 1% .

BLUE CROSS, SENIOR DIVISION, San Ramon, CA 1996 - 1998

Regional Call Center/Customer Service Appointment Setting Manager

• Supervised 38 outbound telemarketing appointment setters and inside sales representatives supporting 60 Healthcare sales consultants, selling HMO and supplemental coverage to Medicare A & B and Medical recipients to include all Healthcare Financial Administration and Regulation.

• Responsible for managing and purchasing leads through marketing campaigns and creating lead list daily for outbound sales efforts utilizing the Davox Auto Dialer, that increased appointment sets for 60 sales representatives from 400 to 1,350/mo. and increase sales from 500 to 1,000/mo.

• Successfully coached, trained and monitored daily performance for accountability to attain set goals.

• Maintained inbound and outbound call center systems and applications.

• Responsible for scheduling, staffing, budgeting and presenting analytical reports for senior management.

DISCOVERY TOYS 199*-****-**** - 1996

CALL CENTER SERVICE & SUPPORT SUPERVISOR

• Supervised Customer Service/Order Status/Order Corrections/Field Support and Order Placement representatives in liaison with 45,000 Educational Consultants.

• Managed the integrated call center, which utilized ACD & IVR system and Pyderion 9005 CRM.

• Responsible for implementing outbound telemarketing & inbound cross selling, and merging (3) departments, which resulted in a 15% increase in revenue. This required training staff and changing the culture from Inbound Customer Service/Order takers to Inbound/Outbound Account Executives.

• Implemented unlimited warranty for our products that gained a reputable name in the industry and increase annual sales by 25%, with less than 10% return of products.

• Other key responsibilities included the following: employee reviews, coaching, developing, training, monitoring, motivating, Process mail & fax orders, encoding, processing handpicked orders, and maximizing department resources.

• Responsible for process changes and improvements, online conversion, self serve order processing, sales packages to simplify and create new strategy for better accessibility to increase revenue and market share. Worked closely with Marketing and Sales for new promotions and ideas to increase revenue.

WELLS FARGO BANK CREDIT CARD DIVISION, Concord, CA 1990 - 1992

CALL CENTER - CUSTOMER SERVICE SUPERVISOR

• Managed the integrated call center system & supervised 40 credit card customer service representatives, providing quality customer service, by building relationships and making sure that every customer had a positive experience on every call.

• Responsible for credit and collection for front-end, 3 months, 6 months and 7 months charged – off delinquent accounts. Worked closely with bank customers to prevent them from being debtors.

• Exceeded service level goals, increased Available Time 90%, managed Talk Time to industry standard and decreased Hold Time to less than 2 minutes, which helped minimize Lost Call Ratio to less than 3%.

• Ensured that representatives provided constant quality customer service, implementing SMART goals, utilizing competencies with behaviors, cross –selling, refinement of skills, cross training on other bank functions and providing feedback to management.

EDUCATION AND TRAINING

• B.A., De La Salle University, Manila, Philippines

o Psychology Major

• B.S., De La Salle University, Manila, Philippines

o Marketing Major

• Additional Training – Customer Service. Safety, Product Training, Software Productivity programs. Competency & Behavior Skills, Sales, Phone Skills, KPIs, Leadership and Training Programs. Noble Maestro CRM, Relationals CRM and Pyderion CRM, Cognos financial system.

Languages: English, Spanish, Tagalog

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