Oversee day to day operations of the Round Rock location.

Previous company purchased by Doggett Truck Group

• Hire, train and manage a team of up to 12 outbound dialers.• Manage multiple lead campaigns, analyze performance and refine scripts to drive better KPI performance• Lead team meetings, asking questions to better understand the calls representatives are receiving, educating and coach team members regarding processes and practices, and explain expectations.• Assisting other management team members in identifying trends and establishing team goals.• Redesigned the daily, weekly and monthly tracking system of the entire office to ensure smoother operation.• Designed daily, weekly and monthly performance deliverables for multiple teams within the Property and Casualty division of the company.• Managed reporting and analysis for the entire Property and Casualty Book of Business.

Determine Customer Care quality standards by studying inbound and outbound calls.Verifies Customer Care results by measuring skills in use of scripts, product knowledge, service ability, greeting, diction, listening, etiquette, efficiency, and courteous close of call.Provides feedback to Customer Care agents by monitoring calls; monitoring feedback for customer survey reports; conducting monthly help sessions.Evaluates inbound and outbound calls by rating effectiveness of customer service representatives; providing quality ratings; identifying training needs; developing training programs; conducting training.Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.Contributes to team effort by accomplishing related results as needed.

Duties performed require both written and verbal communication with internal and external, domestic and international customers consisting of medical professionals, patients, laboratory personnel, channel partners, supply chain personnel, and sales obtaining and processing all required information needed to process patient genetic testing samples, reports, and billing.

●Identify potential license consolidation options ultimately driving additional cost savings●Advise IT professionals in best practices for deployments, migrations and implementations●Request licensing reports from Microsoft on clients behalf for review●Prospect new clients to drive net new business in the SMS&P space●Maintain relationship with clients to maintain or improve customer satisfaction to ensure repeat business●Created company web page on the Microsoft Partner Network portal to facilitate interaction with customers●Created internal and customer facing documents to support targeted sales campaigns●Analyzed competitors to evaluate the effectiveness of marketing strategies●Responsible for relevant customer updates to reflect new products and changes within the marketplaceMicrosoft Licensing Solutions Expert SMBMicrosoft Licensing Solutions Expert LORG

●Initiated an on­line campaign through multiple channels in the in the retail automotive industry which resulted in a 43% increase in internet traffic and a 30% growth in sales●Maintained the Competitor Pricing Information as well as the Competitor Market Activity and Communication Report on a daily basis and applied marketing strategies accordingly●Created a dealership monitoring system, tracking on­site customer traffic and analyzed results●Assisted customers in purchase of new vehicles; completed financing paperwork for bank funding

Handled inside and outside sales, both residential and commercial

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