Have been a freelancer for 10 years in mostly BPO operations but also outbound, inbound, research, surveys, billing , virtual assistant, and a real estate virtual assistant working my way up to transaction coordinator. Helped launch brokerage in Atlanta GA. Have deigned and implemented very effective and efficient workflows, processes and procedures. Have launched 5 Virtual call centers for clients. One client would do text blasts and would receive over 10K calls in less than 15 minutes. Developed a system to capture all calls and leads and enter into CRM and than sort etc. I have been in the call center industry a total of 25+ years and after 15 years in brick and mortar call centers, Sears, AT&T, Agero, inbound, outbound, appt setting, and high pressured sale for just about any profession from seo to Real Estate, to contact center's. I am not afraid of the phone or no, I educate the objections with the value of services rendered. I have a conversion rate of 87% no matter the field I have charisma and build trust and rapport quickly. Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field. Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures. I am currently in process of developing another BPO outsourcing contact center. I am a geek and this is my idea of FUN! I also freelance recruit and hire in my spare time for platforms such reflik recruiter.com etc Human Resources experience.
Handled customer inquiries and high volume calls to solve billing and ordering problems, independently resolving 95% of issues.
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