Danelle Barnes Email & Phone Number

Mansfield, Ohio Area

· Directed operations for 200+ representative contact centers, across 4 office locations, BPO services and fully remote team members. Including, training, quality, WFM, systems and processes.· Streamlined processes to reduce response times, thereby increasing overall customer satisfaction rates by 20%. · Collaborated with cross-functional teams to identify and address key areas of improvement in the customer journey, reducing customer effort by 30%. · Exceeded performance targets by 6% on Staffing Budget while consistently delivering top-quality services to both the internal and external customer.· Championed a culture of continuous learning by mentoring junior team members and leading knowledge-sharing sessions. As a result, employee feedback scores exceeded the company average by 15%, and employee retention improved by 30%· Conducted thorough analysis of customer feedback, identifying trends and opportunities for enhancement of services offered across all departments, leading to increased NPS scores. · Led negotiations and successfully executed contracts with multiple Business Process Outsourcing (BPO) partners to oversee post-sales activities and streamline pre-sales data entry· Achieved a remarkable 64% reduction in call abandonment rates by implementing innovative omnichannel strategies and executing them seamlessly.· Spearheaded a cross-departmental strategy that slashed call waiting times from an average of 22 minutes to an impressive 45 seconds during peak seasons.

· Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.· Trained sales team on strategies to manage value messages, structure opportunities and achieve deal closures· Strategically coordinated seasonal sales promotions and special events to enhance foot traffic and maximize sales, consistently surpassing sales targets by 10%.· Built strong, resilient teams by identifying and onboarding highly qualified candidates for 5 key positions.· Effectively managed inventory control for a $3+ million inventory, implementing rigorous cash control measures and overseeing seamless store opening and closing procedures.· Boosted sales by 15% through the introduction of visually captivating merchandising displays and optimized store layouts

Mansfield, Ohio, United States

- Led achievement of individual and stores sales targets- Mentored frontline sales team- Developed key business and customer relationships leading to sales growth and business opportunities