Doreen Chaisson Email & Phone Number

Bedford, New Hampshire

Multi-faceted role including Human Resources, Accounts Payable & Receivable and general office management functions.

Portsmouth, Nh

Promoted to executive position, responsible for building and managing Retail Business Development strategy for the company, as well as overall site operations of the New Hampshire office location. Position included day-to-day management of retail sales contact centers in Portsmouth NH and Denver, CO, budgeting, recruiting, hiring and training, strategy building and implementation, goal setting, and working with other departments to meet corporate new account goals while maintaining call handling quality and the technical expertise of business development representatives. Responsible for daily management of Business Development Representatives located in multiple sites. Instrumental in build-out and implementation of Salesforce CRM, as well as many other systems and procedures, including creation of staff training, performance metrics and investment trend reports.-Developed Contact Center Quality Assurance metrics and call review procedures, to improve call handling, meet departmental SLAs, ensure regulatory compliance and information accuracy-Developed incentive compensation plan for retail reps to generate results-driven performance-Increased new retail accounts by 48% within first year of incentive plan implementation-Continued double-digit account growth over the past 3 years-Developed and implemented individual, departmental and company-wide training programs

Portsmouth, Nh

Promoted to Call Center Management position, initially responsible for management of hybrid team of 20 representatives sales and client service representatives in San Francisco, CA and Portsmouth, NH that handled both inbound new business as well as existing client service calls. After acquisition of a competitor in 2012, assumed complete responsibility for retail sales call center; facilitated team growth to handle increased inbound volume after acquisition. Built out call review systems and templates, revised scripting, developed performance metrics, and implemented weekly 1:1s for call quality assurance review and coaching.

Portsmouth, Nh

Assisted with management of all facets of East Coast office of PENSCO Trust Company, including office management as well as management of inbound retail sales and client service call centers during Manager's absence. Participated in interviewing, hiring and training new business development and client service representatives in areas of Self-Directed IRAs and Alternative Asset Investing. Position involved report creation & dissemination, inventory management, vendor negotiation and assisting with HR issues. Fielded inbound client service and new business development calls, working to solve client issues and cultivate new business relationships.

Manchester, Nh

Negotiate for and schedule station's programming, expanding station line-up from an 8-hour a day schedule in 1988 to a full-time, 24-hour station by 1990. Position involved contract negotiation, budgeting and ratings analysis. Worked closely with sales and marketing departments to build a program schedule that would appeal to both viewers and advertisers alike. Worked with in-house production department on the creation, production and scheduling of locally-produced programming including nightly newscasts, sporting events and lifestyle programs.

Needham, Ma

Departmental manager-on-duty during Traffic Manager's absence; created and generated daily programming logs, including scheduling contracted episodes of programs and timing out show segments and commercial breaks for station's master control center. Managed advertiser contracts, scheduled commercials and public service announcements per contracted rotations. Managed commercial library to ensure correct client ads were running based on current contracts.