Enthusiastic Leader sharing over 25 years of experience in management ranging from retail to various operations while optimizing efficiency and growth. Expert in multi-tasking leadership responsibilities while working on various projects. Looking to establish myself within a family owned business, to collectively meet new levels of success and opportunities. Willing to Relocate.
Skills
Call Center Management Certification
Leadership Team Development Certification
Time Management SuccessWareASP Certification
Microsoft Excel Oracle Siebel Certification
SuccessWare21 Certification
Home Comfort Collection Certification
Dispatching Certification
Management Praxius 10 Certification
Sales Lead Coordination
Management Experience 25+ yrs
Call Center Management Experience 10+ yrs
Dispatch Management Experience 7+ yrs
Work History
01/2015 to Current
Sales Center ManagerCarrier Enterprise – Asheville, NC,
Successfully grew sales center above and beyond expectations.
Created new positions, training and procedures for Sales Coordinator positions for multiple departments.
Implemented new training procedures for CSR’s, Sales, and Dispatch while enforcing new call quality guidelines.
Created marketing pamphlets for Blue Ox Heating & Air as well as creating and maintaining updates for price book.
Aided in increasing call volume from 2500-3000 calls per month to 7000-8000 calls per month.
Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Collaborated with upper management to implement continuous improvements and exceed team goals (Such as increasing company profit by 30%)
Coordinated staff sales meetings to discuss developmental strategy, best practices and process improvements.
Provided Company Tech Support.
Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs.
Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
01/2010 to 01/2015
Lead AnalystNational Grid – East Northport, NY,
Served as Lead Analyst in the distribution of service jobs for three Clockwork Home Services brand Companies.
Scheduled and dispatched technicians to appropriate locations.
Recorded and maintained customer files.
Tracked all services performed including expenses, inventory, and other dispatch information.
Handled very high call volume both inbound and outbound.
Served as a liaison between customer and technician.
01/2010 to 01/2015
National DispatcherClockwork Home Services – City, STATE,
Worked as a national dispatcher for ten sites in Canada and around Northeast and Southern United.
In charge of scheduling and managing with sixty-five HVAC technicians, 35 plumbing technicians, and 7 Mr. Sparky technicians in accordance with the DMR and for optimal coverage.
Established training manual which was used for the National Dispatch Center.
Trained new employees as customer service representatives and other national dispatchers.
Served as mediator when appropriate to settle conflicts and discrepancies between field personnel and management.
01/2003 to 01/2015
CEO - OwnerB’s Cleaning Services – City, STATE,
Small business owner specializing in the professional cleaning services of business, residential, new construction clean, and medical office clean.
Ordered supplies, scheduling jobs, daily ledger entries, and expense reporting.
Negotiated terms of business acquisitions to increase business base, solidify market presence and diversify offerings.
Education
Expected in 2006 to to
Associate: Managerial Accounting Stratford College - , Washington DC GPA:
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