Responsible for planning and developing sales plan activities that support successful execution of sales objectives. Develops sales plans to meet and exceed sales and service objectives. Responsibilities include development of sales and service execution activities that include direction on role- play and mentoring approach, customization and delivery of channel sales training to call centers throughout the United States and abroad. Analyzes channel business reports for trending results and advises sales channel on corrective measures. Responsible for designing action plans to reduce customer churn and improve customer experience.

Supervises the work of a group of telesales or inside sales representatives in an inbound business call center who are responsible for selling and up selling the products of the Company and servicing customer accounts. Directs work activities to achieve volume expected to meet operational goals and unit and revenue objectives. Responsible for the daily application of Company and organizational policies and procedures. Monitors representatives according to documented standards. Provides feedback, coaching, training, motivation, and support to representatives. Counsels and advises representatives regarding performance and discipline. Participates in the decision making process and makes recommendations regarding hiring, promoting, and discharging employees.Prepare complex reports and ensuring full compliance with company standards meeting all EEO and COBC requirements and tight deadlines.Design and deliver series of classes for employees to handle customers needs in a professional sales driven environment.Attended advanced 2 week training course for the SBSC Coach Manager “Professional & Training Development” Communicate sales concepts to new employees using layman’s terms to facilitate understanding and created sales plans to motivate and develop sales teams. Rapidly learn and master varied computer programs; Acting Safety Cordinator for emergencies within the call center. Preparing reports, interviewing and investigating accidents and documenting and preparing appropriate reports.Oversee front-office operations and provide impeccable customer service:Mentored employees with Sales techniques and troubleshooting ways to meet and exceed sales targets.Interviewed and hired incumbent employees and reprimanded when needed based on the needs of the business.Supervision of a total of up to 180+ employees monitoring their adherence and schedules to meet daily targets determined by leadership.

• Consult with customers to recommend and sell a variety of AT&T products and services to meet our customers’ needs.• Enter data and interact with multiple online systems while speaking with customers on a headset to provide a viable solution to our business customers. • Handle customer complaints, discrepancies, requests and inquiries over the phone or in person• Make arrangements for the installation, removal, and change of telephone service or equipment.• Work to meet revenue goals, service commitments, and other deadlines by multi-tasking. • This is a sedentary job at a computer 8 hours per day with the exception of a fifteen minute break in the AM and one in the PM, as well as a 30-60 minute lunch dependant of the individual tour assigned. • Expected to adhere to schedule and handle contacts in an efficient and effective time frame.

Responsible for training representatives for the Business client to handle customer contacts, involving customer records, maintenance and provisioning, service order negotiations, and credit work. Took the lead delivering courses to a variety of clients, conducted student performance reviews, partnered with clients closely to achieve common revenue/service goals and teams closely with design to upgrade course materials. Delivered Learning Services curriculum according to approved design to ensure standardized and consistent presentation of material. Analyzed course materials to ensure current and accurate content. Coached and developed participants to improve performance through positive reinforcement and motivational incentives. Assisted in delivery/design of customized development workshops for clients. Provided regular reports to Manager and client leadership. Maintained market relationships and stayed informed of local customer training needs.Completed all required paperwork accurately and on time. Including but not limited to expense reports, learning transcripts, course requests, course completions, class rosters, and any other administrative tasks. Adhered to ethical conduct both in and outside of the classroom.