Experience

Communication Logic, LLC

• United States
• Telecommunications
• 1 - 100 Employee

• Manager Of Agents

  • Jun 2022 - Present



NexRep, LLC

• United States
• Consumer Services
• 200 - 300 Employee

• Supervisor

  • Jul 2012 - Jun 2022

   Agent performance management daily/weekly  Tracking and monitoring lead volume  Prioritize campaigns  Monitor campaign vitals  Determine agent need for campaigns  Write outbound scripts for campaigns  Work with programming on order forms  Approve order forms for new campaigns  Update outbound scripts  Approve updated order forms  Launch new outbound campaigns  Handle system and order form issues  Maintain Five9 for outbound… Show more  Agent performance management daily/weekly  Tracking and monitoring lead volume  Prioritize campaigns  Monitor campaign vitals  Determine agent need for campaigns  Write outbound scripts for campaigns  Work with programming on order forms  Approve order forms for new campaigns  Update outbound scripts  Approve updated order forms  Launch new outbound campaigns  Handle system and order form issues  Maintain Five9 for outbound campaigns  Meet with clients to ensure call standards are being met  Certify agents on clients’ campaigns  Certify agents on systems  Agent setup and deactivation in systems  Ongoing coaching and development of agents  Monitoring agent calls for call compliance  Ensure agent schedule adherence  Develop agent certification agenda material  Monitor quality assurance across all campaigns  Supervised other outbound programs: AAA, Dermstore, DR-TV, GACI, Medicus Show less



Mystery Shopping

• Independent Scheduler - Mystery Shopping Companies

  • Jun 2011 - Jul 2012

   Scheduled shoppers to complete mystery shops for clients  Recruited new shoppers  Followed up with shoppers to ensure completion of shops by deadline  Posted mystery shops on job boards and social media platforms  Sent recruitment emails out to database of shoppers  Ensured completion of shops by client deadline



The B2B Pros

• Call Center Manager

  • Apr 2007 - Jun 2011

   Prospected for new business  Social media and marketing  Cold calling businesses  Set qualified appointments for clients  Script development  Database development  Interviewed and hired appointment setters  Trained appointment setters  Prepared project proposals  Monitored call quality



Gemini Merchant Services

• Senior Account Executive

  • Feb 2004 - Apr 2007

   Interviewed, hired, and trained account executives for sales team  Responsible for meeting sales and hiring quotas  Daily contact with sales team  Cold called to business owners  Prepared proposals  Customer service and ongoing customer retention



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Sales, Collections, & Customer Service

  • Oct 1998 - Nov 2003

   Achieved and exceeded sales requirements  Served as a member of the sales training/contest team  Achieved and exceeded productivity requirements  Exceeded daily adherence requirements  Successfully sat in for management - supervised teams of 15 to office of 60  In charge of fixing work orders that were in error status  Negotiated payment arrangements with customers  Handled the collection of past due customer balances  Effectively responded to customer… Show more  Achieved and exceeded sales requirements  Served as a member of the sales training/contest team  Achieved and exceeded productivity requirements  Exceeded daily adherence requirements  Successfully sat in for management - supervised teams of 15 to office of 60  In charge of fixing work orders that were in error status  Negotiated payment arrangements with customers  Handled the collection of past due customer balances  Effectively responded to customer billing questions  Assisted customers with PUC appeals and decisions  Effectively handled Presidential complaints  Responsible for decisions on PA and NJ appeals and complaints  Customer retention and upsell of existing customer base  Designed, proposed and sold integrated voice, data, long distance, internet solutions and value added application packages Show less



Resource Management Group

• Senior Market Analyst

  • Jul 1994 - Oct 1998

   Set qualified sales appointments for Senior Partner and CEO  Served as liaison for the CEO and Senior Partner with their clients  Coordinated travel and meetings calendars  Confirmed meetings and travel plans  Researched markets and industries  Built databases