Michelle Chaney Email and Phone Number

Managing a team of sales supervisors on both a voice and chat platform. Guiding and motivating team to successfully increase sales conversion and quality. Identifying and implementing ways to lower attrition on our teams. Redesigning the team and its surroundings to provide a motivating and welcoming environment. Growing the chat team to double the size after acquiring all of the client’s chat business.

Supervised, directed, coached and mentored 5 sales supervisors and approximately 60 sales agents in an outbound sales callcenter, both a physical call center and a virtual call center.Increased headcount in each center. Took over the process of recruiting and hiring to double the size of our virtual team.Improved Quality Assurance scores to above passing levels according to corporate, client, and federal requirements. Partnered with the Information Technology department to reduce technical issues within the virtual team.Successfully collaborated with corporate department managers to simplify the hiring and training process for the Virtual team.Effectively raised the Virtual performance to client goal from 25% to over 100%. Communicated with supervisors to find out the benefits of working for our team to increase retention along with theincorporation of incentive programs that differ each month.Restructured the Virtual team to be more consistent in the way policies are followed per the corporate policies.Earned the corporate Most Valuable Player of the Year award in 2014.