• Managed the sales administration function, operational performance reporting, streamlining processes and systems wherever possible, maximizing business relationships and creating an environment where customer service can flourish.• Planned and directed staffing, training, and performance evaluations to develop and control sales and service programs• Developed sales strategies and setting targets for individuals and team• Managed sales pipeline, forecast monthly sales and identify new business opportunities• Drove towards achieving KPIs and Goals. Supports and communicates business goals, quality standards, processes and procedures, and policies to agents.• Ensured the quality of Customer Service by monitoring, documenting and performance managing through feedback, side-by-side coaching, performance reviews and goal setting, quality monitoring, and deficiency management.• Provided operational support for new business growth and continuous improvement initiatives and ensures that all documented process and procedures are updated, maintained and communicated to Team members.

• Initiated and maintains contact with a variety of business and industry representatives.• Initiated and maintains contact with job placement/training agencies.• Made cold calls to potential employers.• Researched newspapers, agencies, and other resources for job leads. • Referred qualified applicants to employers and conducts necessary follow-up when applicants are placed in positions. • Prepared forms and reports related to participant placement activities.• Participated in outreach and recruitment activities by coordinating and attending job fairs.

• Monitored service levels and communicates issues to agents and appropriate peers.• Assisted in the development and implementation of proactive solutions to service level challenges while maintaining a balance between business and customer needs.• Monitored live telephone conversations between agents and customers to ensure compliance with policies and procedures.• Motivated and train call center agents to meet and exceed performance goals.• Monitored work flow and approves schedule changes.• Provided feedback to call center agents regarding individual and team performance. • Responsible for on going coaching and training of call center agents.

• Oversaw DIRECT TV sales program, and shared this knowledge with the team.• Activated participation in client related activities, to include calibration sessions, offered launches and program planning.• Managed specific performance standards to include, but not limited to closing rates, service levels, handle time, quality, occupancy, attendance, attrition.• Utilized leadership skills in achieving all client goals, to include the above plus, productivity, and all client specific key performance indicators.

• Directed call center operations as a liaison between clients, supervisors, and call center employees.• Executed strategic sales plans and developed departmental direction, coordinated bonus and reward incentives.• Review development needs of call center sales representatives and develop individual plans for improvement, growth and/or career progression.• Provide guidance, counseling, coaching and/or disciplinary actions when needed for performance deficiencies and/or violations of company policies.

• Responsible for coaching and managing 4 call center managers, 7 supervisors, and 7 team leads and 400+ operators to meet goals.• Worked with quality assurance department to ensure all goals, objectives and overall production standards.• Responsible for preparing all documentation for internal and external audits.• Monitored random calls to improve quality minimize errors and track operative performance.• Planned and developed staff recruitment, reviewed the performance of staff, identified staff training needs.• Maintained service, talk/wrap time, data, and both client and consumer satisfaction levels.• Liaised with call center managers, supervisors, team leaders, operatives and third parties to gather information and resolve issues.