Ashlee Simpson Email & Phone Number

Achieved the rank of number three in the region among all call center representatives in the Verizon sales queue, surpassing net revenue targets by 90.52% within the first six months.Notable Contribution:•Developed comprehensive account profiles and strategies, leading to a 20% revenue growth and improved customer retention by collaborating with internal teams including Product Line Management, Offer Management, and Financial Management.•Sold, right sized, and saved… Show more Achieved the rank of number three in the region among all call center representatives in the Verizon sales queue, surpassing net revenue targets by 90.52% within the first six months.Notable Contribution:•Developed comprehensive account profiles and strategies, leading to a 20% revenue growth and improved customer retention by collaborating with internal teams including Product Line Management, Offer Management, and Financial Management.•Sold, right sized, and saved telecommunication products and services based on customers’ needs analysis•Skillfully managed contract development and execution, along with customer needs analysis, contributing to the successful sales and service improvement plans for Verizon customers worldwide.•Actively involved in trade and commercial organizations, enhancing the clients’ market awareness, and staying informed about the industry’s shifting trends. •Assisted 100+ call center representatives as a floor support leader providing crucial feedback and knowledge, troubleshooting, problem solving, and interactive sales engagement. •Played active role in peer to peer coaching to enhance sales and service skills to generate revenue. •Proficient use of Google Suite. Utilized Gmail, Google Drive and Google Docs to share updated reports with key metrics and teams daily performance. Used Google Calendar for tracking of team meetings and huddles. •Dedicated to creating a customer-friendly environment, focusing on long-range account management strategies and service improvement plans to enhance overall customer experience at Verizon. Show less

Hampton, Virginia, United States

Mentored and developed sales representatives through dedicated monitoring, training and coaching, producing a 92% graduation success rate of representatives into production setting.•Worked as a liaison between recruiting and Human Resources to assist with new employee intake and hiring process. Pre-screened candidates with detailed phone screens, evaluated candidates compatibility with specific job requirements, ensuring a right fit before submission to client. •Implemented a… Show more Mentored and developed sales representatives through dedicated monitoring, training and coaching, producing a 92% graduation success rate of representatives into production setting.•Worked as a liaison between recruiting and Human Resources to assist with new employee intake and hiring process. Pre-screened candidates with detailed phone screens, evaluated candidates compatibility with specific job requirements, ensuring a right fit before submission to client. •Implemented a pre-screening knowledge exam to test skills learned from new-hire orientation to secure and close hard to find candidates.•Supervised and developed over 50+ new hire candidates per class, in which resulted in a grand total of over 2,000 agents trained and prepared during my tenure.•Increased the amount of qualified employees by 50% through daily training sessions that were personally developed to improve sales tactics and customer retention skills. •Compared Key Performance Metrics (KPI’s) on a daily, intra-daily, weekly, monthly, and annual basis understanding root cause of variation by use of Excel and Tableau. •Monitored staff adherence to work schedules, improving agent availability to the customer, and working with Site Leadership to manage outliers where necessary.•Monitored call volume, Average Handle Time (AHT), and staffing trends to forecast and resolve staffing gaps whether in planning process or intra-day management.•Accepted managerial escalated calls from customers and provided quality customer service to resolve billing, sales, and technical support issues.•Met required sales quotas for daily and monthly goals exceeding net revenue attainment quota for the year by 20%. •Leader of a team of mentors and floor support POCs in which additional assistance was provided on systems and product knowledge to over 86 Call center representatives. Show less