Darrin Schaefer Email & Phone Number

São Paulo, Brazil

• Individually guided a five-state sales team in navigating a high volume of market-generated, prequalified sales leads in a fast-paced, expanding, short-term start-up vacation rental market.• Organized and conducted frequent learning and skill-improvement Zoom meetings and mentored sales staff to reach performance goals.• Performed data analysis on performance metrics, sales trends, and KPI targeting and discoveredopportunities to improve the performance of the sales staff.• Identified and suggested new concepts, activities, and strategies for increasing sales performance.

São Paulo, Brazil

• Interviewed, hired, and supervised a team of Sales Development Representatives who generated warmleads/appointments for the sales manager to follow up with.• Directed team in building a robust sales pipeline by prospecting new leads through creative outreachand innovative web strategies.• Mentored and empowered team members in managing day-to-day activities through the CRM system• Organized, scheduled, and tracked client meeting success rates and outcomes

Houston, Texas, United States

• Created and delivered workforce education programs to enhance employee skills and elevateproductivity.• Monitored and reported on key performance indicators such as call volume, average handle time, andservice levels to identify trends and opportunities for improvement.• Developed and maintained strong relationships with managers and employees to guarantee effectivecommunication and collaboration across all departments.• Managed and optimized staffing levels during peak periods, resulting in a 10% uptick in revenue anda 95% customer satisfaction rating.

Houston, Texas, United States

• Managed and supervised a team of quality control analysts to oversee compliance with company call quality metrics and grading procedures.• Conducted monthly quality assurance audits of call center agents to identify opportunities forimprovement and monitor adherence to established quality metrics.• Provided ongoing feedback and coaching to call center agents to improve call quality, customer service skills, and performance.• Developed and maintained call scoring systems and metrics to assess call quality and identify trends and opportunities for improvement.

Houston, Texas, United States

• Managed and supervised a team of 10 -12 call center agents while regulating adherence to established sales and customer service standards, policies, and procedures.• Monitored team performance and provided ongoing feedback and daily, hands-on coaching to improve call quality, customer service skills, and adherence to KPI standards.• Implemented continuing education wherein team members continuously improved product knowledge, sales techniques, and customer service best practices.• Participated in the recruitment and selection of new team members, and provided ongoing trainingand development to ensure high levels of productivity and performance.

Houston, Texas, United States

• Pioneered and implemented action plans to address areas of improvement and enhance overalldealership performance and efficiency and increase customer loyalty.• Conducted weekly individual meetings with department managers to review dealership performance and discuss improvement strategies.• Performed daily audits of dealership operations to gather empirical data on compliance with theSignature Program.• Provided guidance and instruction to a large dealership staff to facilitate understanding and closeradherence to the Signature Program processes in order to provide customers with a positive dealership experience.• Generated reports and analyzed data to assess dealership performance and identify opportunities for improvement.• Communicated frequently with senior management to provide updates on dealership performanceand initiatives related to the Signature Program.

Houston, Texas, United States

• Created daily training and development programs for sales professionals to enhance knowledge and skills related to sales and customer service.• Successfully implemented a business development strategy using data analysis that empowered the sales staff to consistently exceed the sales goals and objectives of the dealership.• Developed and maintained relationships with existing customers to facilitate high customer satisfaction and repeat business.• Generated reports and analyzed data to assess sales performance and identify areas of opportunityfor process improvement and individual development.• Participated in customer appreciation events, trade shows, and community activities to promote the dealership and generate new owners.

Houston, Texas, United States

• Produced highly-effective website content utilizing advanced graphic design and marketing skills.• Strategized with top-level directors, creating an elevation in customer website engagement by 400%and the dealership saw a rise in internet sales revenue by $880,000 over the previous year.• Awarded the Elite Internet Manager Trophy from Gulf States Toyota for 2011 at the yearly conference at the Bellagio in Las Vegas.

Bachelor Of Arts (B.A.), Psychology/Economics

Pharmacy

Activities and Societies: Kappa Psi Pharmaceutical Fraternity

Pre-Pharmacy Studies

Associate Of Science (A.S.), Analytical Chemistry