Ambitious and innovative professional, offering solid experience in call center, real estate, medical, and web based industries. Proficient at developing and implementing new programs with high degree of energy and enthusiasm. Talented leader who excels at building teams, managing projects, and enforcing a high level of quality in products and services through intensive training, coaching, and motivating.
- Microsoft Office Suite
- NICE
- Avaya
- CMS
- Portrait/Edge
- Hyperview
- ClearMetrix
- Focus
Boosted company sales by [Number]% through an innovative [Strategy type] strategy.
Raleigh, NC, 01/2012 - Current
- Provide supervision, training, and coaching to new hires for a one-two week period, Identifying areas of opportunities and determining if new hires will be a right fit for the organization based on their QA evaluation, closure percentage and other metrics Provide coaching and training to existing agents when key performance indicators are below center standards.
- Instrumental in designing and implementing new initiative to bridge the gap between QA department and call center agents: performance increased 15% overall.
- Maintain agent escalations, perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
- Train and manage third party outsourcing QA Team located in India on sales and customer service process.
- Facilitate calibration sessions with third party monitoring vendor and senior management team.
- Established guidelines and action plan for agent improvement.
Gardner, KS, 01/2009 - 01/2011
- Lateral promotion to newly-developed role to assist supervisor with newly hired Sales and Customer Service agents on call center process.
- Tracked and reported results of evaluations and provided feedback to Supervisor on coaching and counseling opportunities for agents.
- Responsible for handling escalated calls from customers.
- Devised custom action plan to help supervisor meet established objectives-an inventive scheme that handled time management and instilled a desire to help agents excel and progress.
City, STATE, 01/2008 - 01/2011
- Promoted after just 12-months to lead and supervisor a team of 10 Trained new QA agents and assigned work duties as well as monitored, audited, and tracked team's individual weekly performance for thoroughness and minimizing potential errors.
- Created Quality Assurance Data Process Manual, as well as contributed to the update of the Customer Service and Sales training manuals.
- Succeeded in changing Customer Service and Sales attributes and weightage on quality form.
- Created and distributed reports focusing on agents' performance and trends to senior management and communicated with the senior-level managers regarding quality issues and action plans for improvement in deficient areas.
- Retained role after organizational restructure with increased responsibilities.
City, STATE, 01/2008 - 01/2009
- Promoted to Sales Performance Coach after 6 months, position was phased out due to organizational restructure.
- Coached, trained, and mentored employees on business development, personal growth and performance management.
City, STATE, 01/2007 - 01/2008
- Performed transactional audits on inbound and outbound sales representatives' sales order for thoroughness, accuracy and content.
- Contributed to the implementation of the QA Sales Data Manual.
City, STATE, 01/2006 - 01/2007
- Temporary assignment focused on trial medical device regulated by the FDA.
- Audited over 1500 physicians' records internally and provided necessary corrections on attachment.
- Contacted 500 physicians via phone, email, mail, and fax on a monthly basis following up on FDA regulatory medical device.
City, STATE, 01/2002 - 01/2005
- Responsible for supervising and training a staff of 15+ employees and participated in hiring process.
- Managed over ten contracts in excess of $1.5 million on an ongoing basis.
- Maintained a 95% sales closure rate on assigned contracts.
- Assisted in creation, revision and implementation of operating instructions, policies, job descriptions, evaluation criteria and salary reviews; worked with staff and management to achieve goal of creating sound departmental flow.
Avaya, business development, calibration, call center, CMS, Coach, coaching, content, contracts, counseling, Customer Service, designing, Edge, email, senior management, fax, Focus, hiring, excel, mail, Microsoft Office Suite, NICE, organizational, performance management, policies, progress, promotion, quality, QA, Quality Assurance, Sales, Sales training, scheme, sound, Supervisor, supervising, supervision, phone, time management
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Resume Overview
School Attended
- Walden University
- Argosy University
- Baruch College
Job Titles Held:
- Quality Assurance Training Coach/Supervisor
- Quality Assurance Team Lead/Greenhouse (Nesting) Lead
- Quality Assurance Team Lead QA Analyst
- Sales Performance Coach
- Quality Assurance Data Auditor
- Quality Assurance Assistant
- HUD Supervisor
Degrees
- M.S
- M.S
- B.B.A
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