Business Administration with 15+ years of experience in a sensitive corporate environment. Outgoing and detail-oriented, I am proficient at building and maintaining professional relationships. Bachelor's degree in Business Marketing and Management.
Telesales Representative02/2015 to CurrentRentPath, LLCAtlanta, GA
Responsible for managing all incoming leads from the Rentpath Network.
Upload the daily telesales leads into Salesforce
Make outbound calls for all Voicemail's left on Telesales Voicemail.
Send approximately 100-150 emails and make 80-100 calls per day.
Exceeded goal and averaged 115% monthly quota.
Generate revenue by selling the Rent Path family of products and services to Small-Unit owners and Property Management companies.
Managed revenue forecast to ensure accurate recording of prospecting activity.
Daily calls to prospective clients evaluating the branding, advertising, and sales needs.
Identify product improvements or new products by remaining current on industry trends, market activities, and competitors. Thoroughly researched sales options.
Compliance Quality Assurance/ US Department of Education09/2013 to 02/2015Financial Assets ManagementLawrenceville, GA
Accurately monitor an average of 15 calls per day for the Department of Education-Frontline, or 25 calls per day for Financial Services clients
The borrower's identity was properly verified, and the MMW was given in its entirety to all calls, whether inbound or outbound
Monitor the representative to ensure they provided accurate information regarding applicable payment options and programs offered by the client, and ensure that pertinent information was provided accurately
Ensured All applicable laws, client and FAMS work standards were met;
Analytically assessed and recognize any shortcomings, misinformation, or misrepresentations
Quality Assurance Supervisor For Verizon Business High Speed Internet Tier II Tech Support09/2011 to 09/2013WIPRO TechnologiesAtlanta, GA
Initiated the process for all agents to be cleared for production. Coached and developed agents to ensure they meet First Call Resolution, Quality Assurance, and Net Promoter Score. I facilitated remedial training and managed the process.
Provided "Soft Skills" to be implemented to all new hires
Managed the weekly/monthly calibration meetings with Verizon to ensure QA Team, Team Leads, and Trainers were within a 5% variance of Verizon scoring.
Coordinated the "Post Training" process to ensure the agents were ready for production.
Provided technical support which included configuration of routers, and installing and assigning IP addresses.
IT Liason, investigated the issues raised and checked for solutions to complex issues such as problems with usernames and passwords, physical layer issues, verification of hardware and software setup, installation/reinstallation/uninstall issues, and menu navigation.
Managed the tracking, reporting, and scheduling of observations for the call center to ensure all SOW metrics were met.
Membership Coordinator10/2009 to 09/2011Boys and Girls Club of Metro AtlantaAtlanta, GA
Greeted and directed club members and visitors to departments and activities locations
Distributed to parents and visitors various club programs and informational fliers
Maintained and ensured the accuracy of the membership records and files
Received, logged all program fees, and safeguarded all membership information
Maintained membership and attendance records and prepared required reports
Ensured that the club membership applications were completed, fees collected and cards issued in a timely manner
Responded to visitors, parents, volunteers, and club members's questions for information and made referrals to the appropriate staff
Call Center Quality Control Analyst, AT&T05/2008 to 10/2009Ryla TeleservicesKennesaw, GA
Provided assistance to the call center representatives with optimal efficiency
Monitored phone calls to ensure call center employees were in compliance with rules and regulations of the organization
Led training, coaching, and assistance to all call center representatives of new policies and procedures
Assisted in cross sell of company products and services
Processed payments, and performed troubleshooting on cell phone malfunctions and solved mobile technical issues
Education and Training
Bachelor of Arts: Business Marketing & ManagementState Business InstituteErie, PABusiness Marketing & Management
Applied safety procedures and policies as outlined in Department Safety Manual.
Performed competitive analysis to make recommendations for future company growth.
Created new departmental procedures manual.
Assessed organizational training needs.
Wrote and edited documents to keep staff informed on policies and procedures.