call center vertical sales manager resume example with 9+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Summary
Veteran Call Center Leader with history of directing up to 250-300 employees in Call Center environments. With 20 years of progressive experience, I am dedicated to displaying my knowledge and abilities, while serving in a dynamic Call Center Management role, anticipating serving in a long-term/tenured position. I am proficient in managing schedules, administrative functions, and employee coaching/training. I'm also disciplined and organized, with a stern focus on Customer Relations, Customer Satisfaction-Retention, and Team Leadership.
Skills
Call Center Management
Operations Management
Customer Relations and Retention
KPI's/Metrics
Employee Engagement
Driving Performance
Hospitality (Hotel Night Audit/Front desk - 5 years)
Performance Documentation and Reporting
Coaching and Development (Goal Setting)
Budget Management and Forecasting
Recruiting
Hiring - Training and Development
Onboarding and Orientation
FMLA/ADA/EEO
Complex Problem Solving
Team Leadership
Microsoft Office Suite
Salesforce
Workday
Zendesk
Avaya
Five9
Verint
Experience
05/2023 to CurrentCall Center ManagerCarrier Enterprise | Memphis, TN,
Provide leadership, insight and mentoring to employees to supply knowledge of various company programs and product offerings
Review employee performance and provide ongoing feedback and coaching to drive performance improvement
Produced thorough, accurate and timely reports of project activities
Hold regular one-on-one meetings with employees to review performance and priorities and provide feedback
Plan and lead team meetings to review business results and communicate new and ongoing priorities
Coach team members on metrics and consumer experience behavior identification to improve NPS ratings
01/2020 to 06/2022Call Center Vertical Sales ManagerCdr Maguire | Louisville, CO,
Led team to exceed weekly/monthly/quarterly sales quotas for inbound/outbound Medicare A&B calls and managed team to drive and develop solutions to close sales by identifying and eliminating objections
Guided 4-6 call center vertical sales leadership team members by coaching, training and delivering direct instructions and assistance in an effort to promote operational excellence
Established ambitious goals for employees to promote achievement and surpass business targets
Recruited, hired and trained outbound and inbound call center representatives and modeled sales generation via outbound calling and problem resolution via inbound calls
Mentored and internally promoted successful company sales and account management staff into leadership positions to drive company growth
Developed and launched formalized and cost-effective coaching and training platform that effectively measured call team member performance against established objectives
10/2017 to 11/2019Sr. Operations ManagerEye Specialty Group | Memphis, TN,
Recognized for providing oversight and direction, while inspiring teams to deliver measurable and exceptional results for parking services for largest trauma hospital in the mid-south region, servicing hospital staff, guests, and patients
Propelled success for all parking services divisions to discover customer's needs and delivered solutions to build trust and loyalty throughout the hospital campus
Offering service experience to enrich customer's lives
Lead a team of 9 exempt employees, consisting of 3 shift managers, 6 shift supervisors, and 65-80 non- exempt associates
Grew the business in under 2 years by recognizing opportunities for financial growth and seeing the need to catch misappropriations of funds
Consistently recognized as a top leader in diversity and inclusion in the company, received recognition for one of the most diverse parking services divisions in the company, sourcing and recruiting, customer NPS and employee NPS scores
Orchestrated separate business groups within a complex hospital campus environment to ensure parking services were available 24/7 - 365 days a year
05/2016 to 09/2017Call Center Operations ManagerFirst TN./First Horizon Bank | City, STATE,
Guided Call Center Operations leading, overseeing, and managing the daily operations of a Customer Support team, consisting of 8-10 Managers leading frontline Supervisors, and offering support to XXX-250 second level employees, including managing offsite Managers and Supervisors; being responsible for the overall direction, coordination, and evaluation of the TN Enterprise Contact Center
Established procedures/processes that supported company and departmental standards and strategic directives
Developed, retained, managed, and lead a team of supervisors, leads, and csr's while providing mentoring and development opportunities that continuously built upon team and individual capability
Managed/improved KPI's ensure service levels were met, while implementing quantifiable operational metrics
Analyzed performance drivers, determine actionable strategy, contributed to identifying solutions to reach goals
Isolated and identified problems, issues, and opportunities; collected and analyzed data to determine next steps
09/2014 to 08/2015Sr. ECO Import AgentCompany Name | City, State,
Completed accurate US customs filings with secure communications
Coordinated daily transfer shipments with proper documentation logs
Partnered with logistics department to discuss and remedy internal and external issues dealing with import and export operations
Determined shipping methods and prepared bills of lading, invoices and other shipping documents
Inspected and counted items received and checked against invoices or other documents while recording shortages and rejecting damaged goods
Monitored shipments and obtained clearance from customs and other agencies
Education and Training
Expected in 06/1993 to to High School Diploma | Overton High School, Memphis, TNGPA:
Expected in to to | Mass Communications/JournalismLemoyne-Owen College, Memphis, TNGPA:
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