Organized Assistant Sales Manager and Supervisor with over 12 years of training and managerial experience. Expert in dispute resolution training with extensive knowledge of Salesforce, Excel, Outlook, RingCentral, Kana, GPM and CRM use and industry procedures. Proven leader ready to make hard decisions and counsel all staff to long-term success.
Skills
MS Office and Google Workspace
Salesforce, Kana, GPM and CRM
Adobe Creative Cloud
Goals and Performance / SLOs
Hotel and Investor Marketing
Database Management
Analysis and Critical Thinking
Bookkeeping and Financial Management
Education
University of North TexasDenton, TXExpected in – –Bachelor of Arts:Communications - GPA:
Work History
Rod Martin's Complete Basement Systems - Assistant Sales Manager Greenville, NC, 07/2021 - 04/2022
Managed and developed sales team.
Developed sales strategy based on research of real estate market trends, locations and conditions.
Conducted daily effective sales huddles with 10 person team to focus on behaviors that would convert to deals.
Coached team both collectively and individually to help each employee achieve to meet weekly, monthly and quarterly Service Level Objectives (SLOs).
Used Excel, Zoho, Chase Systems and Ring Central to keep track of sale's team performance metrics.
Conducted weekly meetings to address learning opportunities, develop new strategies and alleviate issues.
Developed monthly team action plans and monitored progress.
Generated sales report and met with General Manager, CEO and CFO to identify techniques to overcome sales obstacles, make effective decisions and development plans.
Reviewed and analyzed operational records and reports to record metrics and performance.
Established quotas and processes to achieve sales objectives and related metrics.
Collaborated cross-functionally with acquisitions and disposition teams to improve performance and reduce losses.
Introduced cost-saving initiatives to reduce losses and increase profit margin with RVM and SMS Marketing systems Batch Leads and Sly Broadcast.
Spring Education Group - Assistant Development Coach Olney, MD, 07/2009 - 07/2021
Supported 3 individual Development Coaches by preparing productivity reports on over 60 agents and informative team communications for use in routine team meetings.
Monitored operational metrics / SLOs to evaluate efficiency of processes and procedures with over 1,000 emails and chats.
Tracked and prepared monthly performance and volume reports to present to leadership on 3 times normal volume of contacts with less than 50% staff during pandemic.
Analyzed company training methods and made adjustments to rectify issues, increase performance and exceed training goals.
Revised work practices to improve efficiency, boost quality and encourage self service in our agent's Knowledge Base by reducing roughly 50% in outdated information duplicate articles.
Used Microsoft Word and other software tools to develop Knowledge Base documentation and other materials for agent development.
Recommended changes to policies and procedures to maximize team efficiency and productivity.
Completed special projects by using effective decision making, critical thinking and time management skills.
Collaborated with upper management to improve customer service processes and support structures company-wide.
Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Resolved escalated conflicts by negotiating mutually beneficial agreements between agent and guest with effective, refined problem-solving skills.
Resolved customer complaints while prioritizing customer satisfaction and retention with our loyalty program.
Formulated focused and individualized resolutions aimed to peacefully settle disputes.
Organized and prepared written summaries of project reports and action plans for upper management.
Liaised between executives and entry-level workers, facilitating smooth communication and response.
Identified individual employee's unique work styles and adapted management methods.
Assisted agents with difficult scenarios, immediately and provided constant team leadership.
Organized contests and established goals to optimize productivity and improve employee morale.
Maintained compliance with company policies, objectives and communication goals.
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