Project Manager / Sales Manager

Shannon Nash

*** ****** **

Hurst, Texas *****

817-***-**** (Home)

623-***-**** (Cell)

******@*****.***

PROFILE________________________________________________________________________________________________

A professional with extensive experience in Call Center Management. Highly

motivated individual with excellent verbal and written communication skills.

Results and people orientated. Excellent project management skills. A proactive

individual who is highly organized. Ability to build strong relationships with

all levels. Ability to see the big picture while ensuring completion at task level.

A calm, clear thinker under pressure. Experience in a variety of different

industries including legal, financial, education and internet.

- MS Office including Word, Power Point, Excel, Access, Outlook

- Excellent interpersonal and communication skills

- Run Crystal reports and analyze data

- Strong analytical and organizational skills

- Ability to multi-task

EXPERIENCE______________________________________________________________________________________________

ATI Career Training Center North Richland Hills, TX

Master Admissions Rep June, 2010 – May, 2011

- Contact prospective students and schedule appointments for them to visit the

campus

- Conduct interviews with perspective students using the GBA process

- Follow all steps of the 12 step show rate plan

- Adhere to all company policies and procedures

- Participate in weekly training and coaching sessions

- Attend daily team meetings to stay up to date on all changes and directives

within the department

Wolters Kluwer – Loislaw Euless, TX

Inside Sales Manager March, 2008 – August, 2009

- Managed up to 18 Inside Sales Representatives and 12 Telemarketers to achieve

monthly sales goals averaging 25K/month

- Calculate and deliver monthly sales review to sales reps to aid in their development

and establish goals for the next month

- Handle customer escalations and coach sales reps in strategies to complete sales

process to maximize sales revenue

- Created daily and weekly reports for sales and call center for tracking current

progress on goals

- Partnered with training department to ensure sales reps have tools necessary to

achieve their goals

- Attended supervisor meetings and training to remain current in all company

policies and procedures and effectively communicate all updates to staff

- Ensured all aspects of the office are being handled effectively and efficiently to

remain within budget parameters and company guidelines

MSA Solutions Tempe, AZ

Team Leader June, 2006 – October, 2007

- Managed 13-17 Student Loan Advisors, overseeing the sales and consolidation

process of new clients

- Restructured under performing sales team; by setting higher expectations and

focused on accountability, resulting in a 39% increase in E-Confirmation sales

within 30 days

- Improved team sales from .45 Net APE/Hr to .64 Net APE/Hr within 30 days

- Set clear performance expectations by conducting regular progress reports and

reviews to sharpen skills and best practices

- Provided coaching, feedback, and rewards to Advisors to continue and recognize

progress

- Ensured that staff has the necessary information, knowledge, training, and

resources to efficiently perform all job responsibilities

Fusion Marketing Partners, INC. Scottsdale, AZ

Sales Supervisor December, 2005 - May 2006

- Outbound Call Center Supervisor for outsourcing call center for HOME123

- Supervised staff of 24 agents within the sales departments

- Recruited and trained all agents via on the job learning aids and coaching

- Managed the needs/requirements of client through utilizing skills in leadership,

training, interpreting competitive issues, and relaying them into successful business decisions

- Increased successful Average Talk Time increased from 6.13 minutes to 7.21

minutes by increasing sales skills to illicit responses from customers

- Improved sales transfers from an average of 4 per agent per day to 7 per agent per

day through coaching, training and the development of new policies and procedures

- Decreased call abandon rates to under 3.0%

- Partnered with IT during all campaigns to ensure sales leads met all Federal,

State and company guidelines

Phase 2 Solutions/ eTelecare Global Solutions Scottsdale, AZ

Sales Supervisor/Client Relations October, 2002 - September 2005

- Supervised a team of reps for SBC AIT and PAC DSL by developing and coaching

reps to meet and exceed quotas

- Supervised a team of 15 Covad business to business reps in generating new customer

base

- Interacted with clients via email, conference calls and in person to respond to client

needs

- Ran reports to track agent’s daily, weekly and monthly stats to communicate current progress on goals

- Created Excel spreadsheets to aid the supervisors and managers in tracking ACD

hours, contests and rep stats to identify areas of opportunity

- Created and implement contests to motivate agents in exceeding goals

Odyssey Marketing & Affinitas Tempe, AZ

Supervisor October, 2000 - October, 2002

- Supervised a team of 30 inside B2B sales reps in both an inbound and outbound environment

- Monitored and manage sales reps through an ACD and Meridian phone system

- Motivated and develop sales reps in order to meet and exceed established sales

quotas

- Advised staff on customer service techniques and monitor for compliance

- Directed sales forecasting activities and set performance goals accordingly.

American Home Shield Santa Rosa, CA

Supervisor March, 1999 - September, 2000

- Supervised up to 40 reps and two admin staff, developed and coached reps to meet

their full potential

- Hired new employees for the department

- Wrote and delivered disciplinary warnings and terminations

- Conducted weekly monitoring with account reps, and administrators

- Created reports to track sales numbers

- Ran Genesys predictive dialer

- Developed and implemented time management plans for all employees

- Exceeded budgeted quotas by 138%. Received recognition for this success

Southwestern Bell Arlington, TX

Customer Service Sales Rep/ Help Rep/ CWA Union Steward December, 1996 - March, 1999

- Set up phone service, made changes on accounts

- Worked in conjunction with other departments to insure good customer service

and solve problems as well as partnered with management to make sure all employees

were treated fairly

- Exceeded sales goals, Award Customer Accommodations

Edward Blank & Associates Fort Worth, TX

Supervisor November, 1995 - November, 1996

- Supervised up to 50 reps by monitored progress on goals and providing feed back

on calls

- Partnered with AT&T account reps to test and develop new calling plans to target

market segments

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