Horsham, PA, 05/2003 - 01/2016
- Developed and implemented sales strategies to retain clients and exceed sales quotes, oversaw staffing initiatives, and managed a team of 20 representatives for a telecommunications company.
- Developed overarching sales strategies which included tailored scripts and best practices, trained 20 sales representatives in their usage, and increased customer retention by 180%.
- Launched seven pilot programs to improve the customer experience, which increased sales by over 50%.
- Developed and launched a queue in coordination with the operations manager that streamlined the escalation process and improved resolution time for escalated tickets by 15%.
- Managed 20 sales representatives, assigned daily, weekly, and monthly goals, reviewed work, audited sales calls to ensure compliance with ethical guidelines, and implemented disciplinary measures when necessary.
- Resolved 20 escalated customer tickets weekly delivered from lead representatives.
Seattle, WA, 08/1999 - 06/2001
- Developed project-specific training materials for 30+ First National Bank Texas Centers, which increased productivity by 16% and resulted in over $200K of new business from the client.
- Resolved 30 escalated customer tickets per week related to fraud and overdraft practices.
- Management: Hiring Process, Onboarding Staff, Training Manuals, Policy Development, Mediation,Conflict Resolution, Change Management, Severance Procedures, Progress Evaluation, Internal and External Market Relevant Reporting, Budgeting, Project Management, Benchmarking, Business Process,Policy Development, Quality Assurance, Management
- Sales: Strategic Selling, Business Development, Managing Sales Staff, Networking, Client Relations, Cold Calling, Needs Assessment, Sales Presentations, Negotiation, Upselling, Fundraising
- Software: IEX Totalview, Cisco, Symposium, Oasis, Compass, ICare, NBA, TOES, RMS, SView, 1Source, Intradiem, ILearn, Witness 360, Ensemble, IConnect, Advantis, NICE, PeopleSoft, CSM, MSOffice Suite, Adobe
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