Work Experience
Experience
Sales Manager
IPOWER
Privately Held; 51-200 employees; Information Technology and Services industry
April 2010 – Present (1 year 11 months) Phoenix, AZ 85034
Supervise and manage the daily performance and operations of call center sales agents.
Design, develop, prepare, and measure success based on business unit goals and growth objectives.
Develop, coach, and manage employee goals and deliver performance evaluations.
Contribute to the ongoing skill development and mentoring of direct reports.
Develop and implement long-term strategic plans to meet company goals and objectives.
Gather information and analyze data to help manage resource requirements.
Partner with leaders in other business units and departments to help achieve business goals.
Manage and complete multiple tasks and projects under tight deadline pressure.
Demonstrate ability to communicate and work collaboratively with all levels of technical and professional staff, and management.
Identify opportunities to enhance workflow efficiency.
Prioritize and manage multiple teams with multiple assignments.
Demonstrate familiarity with standard concepts, practices and procedures of graphic and web design and knowledge of HTML and CSS design.
When necessary perform personal computer and local area network setup, configuration, upgrade, diagnosis and repair, as well as training on the installation and configuration of operating systems and software.
When necessary perform configuration and management of operating system software such as MS-DOS, Windows, Mac OS, UNIX/Linux, Microsoft Windows NT and Novell Netware, as well as various applications software.
Operations Supervisor
IPOWER Inc
Privately Held; 51-200 employees; Information Technology and Services industry
February 2006 – April 2010 (4 years 3 months) Phoenix, Arizona Area
Managed call center support functions including; reporting, forecasting, knowledge base, quality assurance, training, and escalations.
Provided recommendations on overall strategy and structure.
Created and implemented program performance metrics.
Responsible for hiring, motivating, evaluating, developing group/department personnel; provided coaching and mentoring to team members.
Built strong relationships with peers and Senior Managers to best meet company goals and objectives.
Monitored, coached, and provided feedback to call center agents.
Maintained call volume answer rate standards set for the call center.
Ensured accuracy of service requests for reporting and consistency.
Ensure all workload duties including calls, emails, etc. were completed in a timely manner.
Provide daily reports on all activities.
Worked with the other department managers to ensure customers’ needs are met and exceeded.
Tracked projected sales and daily sales.
Continually monitored call queues.
Answered questions from agents and handled escalated customer issues/calls.
Delivered written performance reviews encompassing prior months performance on all metrics, sales, and attendance.
Operations Supervisor
Endurance International Group
Privately Held; 51-200 employees; Internet industry
February 2006 – April 2010 (4 years 3 months) Phoenix, Arizona Area
Managed call center support functions including; reporting, forecasting, knowledge base, quality assurance, training, and escalations.
Provided recommendations on overall strategy and structure.
Created and implemented program performance metrics.
Responsible for hiring, motivating, evaluating, developing group/department personnel; provided coaching and mentoring to team members.
Built strong relationships with peers and Senior Managers to best meet company goals and objectives.
Monitored, coached, and provided feedback to call center agents.
Maintained call volume answer rate standards set for the call center.
Ensured accuracy of service requests for reporting and consistency.
Ensure all workload duties including calls, emails, etc. were completed in a timely manner.
Provide daily reports on all activities.
Worked with the other department managers to ensure customers’ needs are met and exceeded.
Tracked projected sales and daily sales.
Continually monitored call queues.
Answered questions from agents and handled escalated customer issues/calls.
Delivered written performance reviews encompassing prior months performance on all metrics, sales, and attendance.
Supervisor
Godaddy
Privately Held; 1001-5000 employees; Internet industry
2003 – 2006 (3 years) Phoenix, Arizona Area
Supervised a team of reps, including: selection/interviewing, coaching and counseling/corrective action in accordance with company culture, processes, and practices.
Developed and maintained constructive working relationship with markets, customer support teams, Operations, Engineering, Marketing and other internal customers.
Developed training and troubleshooting steps to be used by team in resolving customer issues.
Conducted real-time monitoring of representatives to monitor productivity, metrics, and technical accuracy to ensure excellent service for customers.
Managed and resolved major customer and market escalations.
Ensured acceptable service levels for tickets and inbound calls by monitoring call distribution system and ticket queues.
Ensure Representatives provided empathetic, courteous, quality customer service and that they completed duties in an accurate and timely manner.
Maintained records regarding work volume, productivity, performance, and attendance of representatives, and prepared reports as needed.
