Deborah Maclean Email & Phone Number

Lake Forest, Illinois

Daily supervision of 10 person sales support team. This included workflow management, handling escalations, monthly one on ones with team, training, mentoring, and coaching of team.

Call center manager at Optics Planet. I manage 7-day-a-week sales/customer service blended call center with 23-45 reps (some seasonal). I have created and facilitated many training and coaching modules to increase sales and customer experience. Created an employee development program and becoming certified in project management. I spend my days analyzing reports, preparing and facilitating monthly reviews for all employees, coaching four Team Leads, training and coaching associate level employees, and implementing daily plans to handle calls. I also handle third level escalations, manage payroll, manage multiple projects, create motivational programs, and set goals to drive sales.

Illinois

I managed a department of Inside and Outside Sales Professionals who sell lab equipment to government, education, and private industry. I also managed the sales support group. Accomplishments while at Daigger were developed a new hire training program, facilitated ongoing sales training, created department SOPs, hosted National Sales Meeting, implemented CRM, coached and mentored team

Managed inside sales team that concentrated efforts in the Education market. While at Quill I coached and mentored my team, provided education training for new hires, collaborated with our managers, utilized progressive discipline, managed some unmanaged sales bases. Prior position as sales coach I worked with approximately 75 sales representatives on their continued sales development after new hire training, partnered with sales managers to provide feedback, created and facilitated team excellence sessions, and participated in new hire training. As a Program Specialist I created sales incentive and motivational programs for inbound Customer Service Representatives, lead a team of sales champions, all while adhering to an annual incentive budget.

I managed the daily supervision of the customer service call center staff. This included interviewing, progressive discipline, and daily schedules for associate level, clerical level, and Team lead level. Managed the delivery of exceptional service through quality monitoring, coaching, and mentoring, created employee development plan, curriculum development and facilitation of internal training, facilitated team meetings, daily reporting of statistics to all levels of management, adhered to monthly budget for staffing, expenses, and motivational programs, handled escalations timely and appropriately.