Experience

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  Allconnect

  May 2002 - Jan 2007

  Call center supervisor

  • Responsible for managing a sales team of 20 - 23 agents in a high-volume cal center • Coached team in performance goals• Monitored team goals to meet and exceed call center measurements• Identified areas of opportunity and provided feedback for improvement • Responsible for for training agents in all aspects of the sales environment (I.e., such as overcoming the objections, consultative sales techniques and finalize sales)• Created competitive incentives to challenge, stimulate and increase sales revenue• Monitored call adherence for quality assurance• Groomed several agents to promotable candidates• Responsible for reporting any and all IT system issues which occurred on the sales center floor and logging data daily Show less

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  First national credit card center

  Jan 2007 - Oct 2009

  Manager contact center

  • Responsible for managing a customer service/sales team of 15+ analysts in a high-volume call center• Coached team in performance goals• Consistently monitored calls for quality and provide feedback on daily/weekly basis• Monitored team goals to meet and exceed call center accountabilities• Responsible for training agents in all aspects of the sales environment (I.e., such as overcoming objections, consultative sales techniques and finalize sales)• Identified areas of opportunity and provided feedback for improvement• Head of Norcross Contact Center's Sales Initiatives/Committee. Responsible for creating competitive and innovative incentives/ideas to increase sales revenue• Input time weekly for employees, manage and provide updates attendance to ensure employees adhere to Company guidelines, coach and counsel Show less

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  Comcast

  Apr 2008 - Jun 2016

  • Worked cooperatively with the Leadership Team to implement Sales efforts to drive sales and connects necessary to exceed subscriber and cash flow projections in a competitive marketplace• Evaluate and implement strategies for addressing sales opportunities and competitive threats • Directed activities of Telemarketing Supervisors to ensure subscriber growth goals and cash flow targets are being met• Ensured timely adjustments of sales programs to meet changing marketing conditions• Developed, evaluated and implemented new sales offers, retention and incentive programs (Knowledge of CSG and Vision)• Developing selling skills training, retention and product knowledge training for all employees, as well as the implementation of incentive programs to inspire success.• Managed 5 - 7 Supervisors Show less • Supervised up to 27 Telemarketers• Interviewed, hired and trained telemarketers to keep Telemarketing center fully staffed• Coached team in performance goals• Monitored employees using appropriate departmental processes • Submitted sales performance reports daily. Enforced attendance and tardiness policies and procedures• Monitored number of Telemarketers contacts, presentations and sales• Completed 3 month, 6 month and 1 year performance evaluations• Produced and completed bi-weekly commission reports• Completed bi-weekly time sheets and payroll requirements• Communicated sales and performance goals to employees and implemented incentive programs • Trained and developed employees on new acquisition campaigns. Wrote employees scripts as necessary• Resolved customer complaints related to the sales group• Created spreadsheets tracking as needed to evaluate sales performance • Performed other duties as assigned Show less

  • Center of Excellence Call Center Manager

    Apr 2014 - Jun 2016

  • Tele-Sales Supervisor

    Apr 2008 - Apr 2014
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  Trace staffing solutions

  Jun 2017 - Jun 2019

  Staffing manager
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  Pilot catastrophe services

  Aug 2023 - Jan 2024

  Desk property claims adjuster