Ellen C. Email & Phone Number

East Hartford, Connecticut

Wallingford

• Work with partners and large clients to develop and implement strategies that provide efficiencies while maximizing exceptional process improvement.
• Manage, train and mentor team of 10-15 employees for superior performance as evidenced by number one ranking in center for past two years
• Monitor and collaborate with account holders on account trends.
• Continuously increase commercial business by anticipating solutions, analyzing price plans and right-sizing accounts.
• Analyze daily, weekly and monthly reports, ensuring team members are compliant with company’s policies and procedures.

Meriden, CT

• Monitored productivity and provided side by side training to improve quality with call center agents and their supervisors.
• Coached the Business to Business Loyalty telesales team with focus on ensuring consistency in service and compliance with policy and procedures.
• Collaborated with distribution partners and cross-functional teams; met goals in providing recommendations, identifying issues, increasing productivity, improving efficiency and reducing errors.
• Analyzed reports to ensure sales targets were met and prepared marketing reports summarizing sales data.

Orange, CT

• Successfully secured new business and built on established long-term customer relationships.
• Managed all aspects of office budget and conducted analysis of individual portfolios to maximize product sales.
• Negotiated with clients on product options and costs and resolved customer issues.
• Facilitated prospecting sessions for team and capitalized on referrals to increase revenue.
• Initiated developmental plans to narrow competency gaps in individual and team performance.

Wallingford, CT

• Responsible for management of ten employees, who, in turn, provided exemplary service to Verizon clientele. Addressed performance and conduct issues. Recruited and trained new staff.
• Partnered with major and national Account Managers to optimize corporate and employee business

Wallingford, CT

• Promoted company’s vision, values and beliefs in day-to-day activities, internally and externally.
• Coordinated daily operations of center with focus on building and maintaining profitable professional relationships.
• Managed the department’s budget which consisted of 30, 60 and 90 day collections.
• Scheduled training classes, seminars and conferences and coordinated interviews for all employees.
• Demonstrated outstanding verbal/written communication and leadership skills to effectively resolve training challenges and promote a positive learning environment.
• Successfully relocated over 25,000 corporate accounts from Rochester to Wallingford, which involved new major, national and center support assignment and training. Project was completed prior to deadline.

Customer Support Supervisor 2003 – 2004Customer Service Supervisor 2003 – 2003Business Support Lead Coordinator 2002 – 2003Corporate Account Coordinator 2001 – 2002Senior Sales specialist 1997 – 2001Customer Care Representative 1996 – 1997Credit and Order Operations Specialist 1994 – 1996