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Degrees
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Business Administration
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My Expert Service
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More than 10 years of progressive inbound and outbound call center management, training and development, sales/account management and client services experience, culminating in executive-level profit & loss accountability, regarding the administration of call center and contact operations, implementation of effective systems, tools, procedures and the development of new business and human resources management.
Proven track record of enhancing company's operations and production records, as well as directing increased sales and profit growth through inbound and outbound teleservices campaign development.
Expertise in planning and implementing extensive business to business and business to consumer teleservice functions for major Fortune 500 and Fortune 200 corporations, as well as developing and implementing technical support systems to satisfy the needs of call center facilities. Extensive experience in human resources management, recruiting, training and employee development both management level and staff personnel.
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Experience & Qualifications
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• Successfully restructured and reorganized sales staff and operations to enhance efficiency and economy.
• Accountable for contribution margins and budget control.
• Devised innovative sales plans and introduced incentive programs, which resulted in overachieving all sales goals and objectives.
• Served as consultant to clients and high-level executive liaison that provided optimal levels of support and service, as well as problem resolution.
• Established, performed and instructed personnel on training programs for the available product set, and managed technical support resources.
• Created calling scripts, training manuals and quality control procedures.
• Managed Telesales contact center seats and over $3.5 million in annual revenue.
• Provide stability and direction for business unit, including plans for successful integration and re-organization in coordination with business partners.
• Demonstrated leadership in multi-task, complex environment.
• Strong analytical skills, providing direction, mentoring direct reports, facilitating change, understand resource capabilities and drive the core competencies of the organization.
• Participate in cross- divisional projects and task teams.
• Maintained employee retention and increased percentage of client(s) metrics and initiatives achieved.
• Direct the setup, management and development of inbound sales programs. Establish and implement technical and related interdepartmental operations support.
• Develop proposals for prospective accounts and keep track of program details and costs.
• Development of training strategies.
• Coordination of internal department responsibilities and functions to meet business objectives.
• Successfully restructured and reorganized sales staff and operations to enhance efficiency and economy.
• Accountable for contribution margins and budget control.
• Devised innovative sales plans and introduced incentive programs, which resulted in overachieving all sales goals and objectives.
• Established, performed and instructed personnel on training programs for the available product set, and managed technical support resources.
• Created calling scripts, training manuals and quality control procedures
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Available Modes Of Communication
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email/chat
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Contact
diawolo
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