SCOTTSDALE, AZ (2012-CURRENT)
OUTBOUND AND CHAT SUPERVISOR
- Developed one of the lowest revenue producing outbound teams to one the top producing teams.
- Managed the Scottsdale location of Outbound for over a year.
- Project manager of the training and mentoring program for GDVET for GoDaddy.
- Developed training materials for agents to understand a call flow and the application.
PODS (PORTABLE ON DEMAND STORAGE) –
CLEARWATER, FL (2007-2012)
SALES / ESCALATION SUPERVISOR
- Managed and trained the top sales team
- Designing and training sales resources, managing outliers, and motivated the team.
- Successfully managed a team in the escalated division of the corporate headquarters, maintaining and/or excelling in every metric of the position.
E-TELECARE GLOBAL SOLUTION –
SCOTTSDALE, AZ (2003-2007)
OUTBOUND SALES TRAINER / OUTBOUND SUPERVISOR
- Utilized leadership, sales, and customer service skills to insure superior training of new staff.
- Charged with building training documents and scripts for the AT&T projects and the Cingular Projects.
- Managed two trainers to assist with Outbound and Inbound Sales classes.
- Developed executive level presentations to increase revenue, improve training, and raise customer satisfaction with SBC, AT&T, and the Cingular clients.
- Facilitated actions plans, trained supervisors to properly execute the process, supervised outbound sales team, developed incentives, created revenue reports, and managed coverage of leads.
- Managed the call center for Inbound/Outbound agents and Operations.
- Taught staff to identify customer needs, overcome objections, and how to use different ways to close the sale.
- Established the sales training manual and conducted the ongoing sales meetings.
- Forecasted and analyzed data to communicate results of sales to hours for clients on a weekly and daily basis.
DIRECT ALLIANCE –
SCOTTSDALE, AZ (2001-2003)
IBM SALES REPRESENTATIVE
- Worked in a direct sales environment to obtain and retain Fortune 1000 customers in the North America.
- Established partnerships and certifications to work in conjunction with multiple lines of business, distributors and internal departments to extend the absolute best experience for our customers.
- Met and exceeded sales revenue goals as a top 10% performer, while maintaining focus on customer satisfaction with new and existing customers.