➤ Oversaw 15 to 25 sales representatives in conducting outbound calls and answering inbound calls in a fast-paced, quota-driven environment specializing in lead generation for colleges, trade and tech colleges across the United States.➤ Capitalized on sales skills in facilitating daily sales training.➤ Accurately verified staff payroll and monitored all work, while resolving customer problems and concerns.➤ Conducted performance evaluation and provided feedback and mentorship to staff.➤ Effectively guided and coached top ranked Sales Team throughout the entire tenure.

➤ Created, communicated, and executed the organization's vision, mission, and overall direction.➤ Led the development and implementation of the overall organizational strategy.➤ Directed all aspects of operations to ensure compliance with established strategic plans.➤ Acted as the primary spokesperson for the company.➤ Identified company problems and opportunities, and built an environment that promotes performance and positive morale.

➤ Provided expert supervision to 25 to 30 emergency dispatchers and customer service representatives in a highly demanding, fast-paced call center environment.➤ Directed and trained associates to meet departmental goals and reviewed call logs to monitor performance over time.➤ Provided guidance and feedback to customer service representatives regarding customer service techniques and strategies➤ Performed analysis of data to identify trends in customer behavior.➤ Mentored employee on company policies and procedures for handling customer inquiries or concerns.

➤ Rendered oversight to 15 inbound and outbound customer service representatives.➤ Ensured a friendly and efficient transactions at checkout through expert supervision of front-end operations.➤ Demonstrated outstanding customer service skills in interacting with all company customers.➤ Earned promotion to district manager, responsible for rebuilding, training, and supervising eight branch store locations.➤ Received the Service Excellence Award for demonstrating outstanding performance in achieving a high number of sales.➤ Succeeded in increasing store ranking from #32 in territory to #5 in 2008.➤ Decreased staff turnover by 15% in 2008, which resulted in a record-setting improvement in staff retention due to the success of employee development and morale building programs.➤ Heightened the store's guest satisfaction index from 86% to 92% within two years through timely resolution of customer issues that maintained customer loyalty while maintaining compliance with company policies.➤ Played a pivotal role in turning around under-performing stores and increasing sales and customer satisfaction by guiding and training customer service representatives and managers in five struggling stores.