Extensive operations management experience for a telesales room handling inbound and outbound calling. Possess strong team leadership, motivational, and coaching skills. Establish performance goals to meet efficiency levels, sales targets, and quality assurance standards.
Call center management experience
Dedicated to process improvement
Devoted to data integrity
Track and monitor calls
Strong problem solving ability
Strong sales track record
Call Center Operations ManagerMay 2012 to Aug 2016 Berkley Group － Fort Lauderdale, FL
Oversaw the operations of a call center that profited $10 million dollars annually.
Increased sales by 39% within first year and increased closing ratio from 28% to 42%, while lowering the room's cost.
Monitored and coached the employees to improve performance, increase sales, and ensure proper company protocols were being utilized.
Developed excel sheets to monitor and analyze performance, call volume, and call metrics.
Conducted interviews, training, and human resource responsibilities for the company.
Worked with software developers to institute standards for our lead flow.
Strategized new phone scripts and training documents.
Closed all the deals happening on the floor and handled escalated customer calls.
Completed weekly commission payroll and employees' time clock information for corporate office.
Reviewed profit & loss statements & monthly sales reports to see where company can reduce cost and improve company sales.
Operations ManagerSep 2011 to Dec 2014 Suncoast Sparkle Brite － North Port, FL
Maintained computerized client information, service schedule, supplies, and products.
Using QuickBooks Pro organized all the company billing for the monthly service and repairs.
Handled inbound calls from customers.
Worked with vendors to setup discounted contracts.
Organized service employees, employee schedules, and maintained the day-to-day operations.
Assistant Banquet Manager/ServerJan 2009 to Feb 2012 Westchester Country Club － Boynton Beach, FL
Organized the details, setup, and timing of large banquets.
Trained new employees to use computer system.
Make a constant effort to become familiar with regular customers and how to meet their needs.
CAD Drafter/InternDec 2004 to Dec 2008 ABS & Associates － Punta Gorda, FL
Converted hand drawn plans into accurate AutoCAD plans for clients.
Performed the engineering calculations need for septic systems and paving, grading, and draining systems.
Reviewed digital survey information, field notes and sketches to determine a comprehensive plan for project.
Contacted clients regarding projects to keep on a timely schedule and minimize error in the stages of construction.
Associate of Science, Mathematics2010Florida Atlantic University － Boca Raton, FL, USA