Center Manager Resume Woodstock GA - Hire IT People

PROFESSIONAL EXPERIENCE:

Confidential, Woodstock GA

Center Manager

Responsibilities:

Improved scheduling of sales staff to maximize effectiveness
Identify and manage call center KPI’s to evaluate productivity and determine pro - active course if necessary
Developed customer service dept. methods and process to effectively gather and assess customer feedback to improve the customer experience
Established departmental objectives, analyze variances, initiated corrective action if necessary
Implemented call quality program and process to drive departmental / sales performance, ensure efficiencies and enhance customer experience
P&L accountability, managed cost containment with operational efficiency
Ensure all center representatives met or exceeded all activity standards for capturing prospects, managing pipelines and leveraging all communication tools
Ensure departmental success through continuous evaluation, constructive coaching and results oriented motivation

Confidential, Tampa, Florida

Center Manager

Responsibilities:

Provide leadership for 80 outbound and 80 inbound B2B & B2C call center staff to provide top tier sales and customer service
Improved communication process with direct reports and supervisory staff, facilitating direction and operational stability
Develop and manage vendor relationships as appropriate and necessary
Improved scheduling of staff to maximize effectiveness
Identify and manage call center KPIs to evaluate productivity and determine pro-active course if necessary
Improved customer service department methods designed to effectively gather and assess customer feedback
Established sales objectives / analyze variances / initiated corrective action within directed boundaries
Refine and implement the call quality program and process to drive sales performance, ensure efficiencies and enhance the customer experience.
Execute strategic plans to drive revenue growth while scaling efficiently
P&L accountability, managed cost containment with operational efficiency
Implement methods designed to effectively gather and assess customer feedback
Ensure all representatives meet or exceed all activity standards for capturing prospects, managing pipelines and leveraging all communication tools
Establish and report the quality metrics, respective targets and goals
Ensure individual and team success through continuous evaluation, constructive coaching, and results-oriented motivation

Confidential, Tampa, FL

Center Manager

Responsibilities:

Managed a B2B outbound telesales team of 90 contacting C level executives
Managed call center lead and supervisory staff
Took membership sales from company launch to 387 fortune 1000 companies and 645 smaller corporations.
Took membership sales on individuals from company launch to 4650 plus
Established sales objectives / analyze variances / initiated corrective action within directed boundaries
Execute strategic plans to drive revenue growth while scaling efficiently
Establish and report the quality metrics and respective targets and goals
P&L accountability, managed cost containment with operational efficiency
Implement methods designed to effectively gather and assess customer feedback
Ensure all representatives meet or exceed all activity standards for capturing prospects, managing pipelines, and leveraging all communication tools.
Establish and report the quality metrics, respective targets and goals
Ensure individual and team success through continuous evaluation, constructive coaching, and results - oriented motivation

Confidential, Trinity, FL

General Sales Manager

Responsibilities:

Managed a B2C 25 person outbound call center
Managed call center lead and supervisory staff
Co - supervised loan officer team totaling 35
Monthly increase in loans funded from 4 million dollars per month to 11 million dollars
Managed 3 multi-state branch offices
Established sales objectives / analyze variances / initiated corrective action
Establish and report the quality metrics, respective targets and goals
Managed administrative personnel
Provide and demonstrate effective leadership and soft skills in managing a call center operation to ensure attainment of performance measurements and goals.
Determine and initiate sales system improvements
Implement methods designed to effectively gather and assess customer feedback
Ensure all representatives meet or exceed all activity standards for capturing prospects, managing pipelines