Nada Ristov Email & Phone Number

Coquitlam, British Columbia, Canada

Vancouver, Canada Area

Vancouver

* Budgetary responsibilities * Searching for and recruiting candidates (using many mediums, placing ads, organizing job fairs/open houses, etc)* Order management - responsible for hiring and dismissal of employees* Decipher and meet the needs of various clientele, developing strong business relationships* Research and communicate industry information effectively and accurately* Sales calls, including cold calls* Managing a geographical sales territory* Ability to meet and exceed weekly KPIs * Mediator - resolving client and candidate complaints and concernsAwards/Recognition:*Best Sales Ambassador (most profitable consultant in Canada)*Presidents Club Member 2011 (only open to the most profitable Canadian branches)

Managed a team of 10-20 direct reports within the Inbound Sales Department, two team leads and two Sales Administrators.Worked within a team of 4 supervisors to drive the business forward in a sales, customer service and resolutions capacity. This included managing service levels, developing business strategies as well as policies and procedures for staff and customers. Key projects were developed individually and as a team.Trained new and tenured staff on Sales Skills and company policies and procedures.Ongoing sales coaching and development for Inbound Sales agents to ensure that minimum expectations were being met in regards to individual and team sales targets, customer satisfaction, up-selling, productivity, closing ratio and other metrics.Was responsible to bring in a minimum of 20% of the company's sales. Was able to exceed this target by a minimum of 5%Worked with other areas of the business to implement ideas that would increase sales across the company.Travelled to Las Vegas as a Buyer to meet with multiple manufacturers and create rapport and initiate business relationships.General office management including payroll and more.Assisted HR department with direct hiring, including interviewing, scoring and follow up.Handled customer

Managed a team of 10-20 direct reports within the Top Buyer department, including managing all day to day operations.Worked within a team of 11 supervisors to establish long term success within the department, including managing service levels, ensuring agents met a minimum expectation in personal metrics and managing key projects.Ongoing coaching and development for Customer Service Agents to ensure satisfactory results in customer resolution, customer satisfaction, productivity, attendance and availability.Mentored and facilitated career development for direct reports.Consistently met monthly deadlines by completing Quality Assurance cases within the department.Acted as an intermediary to our members to resolve their concerns.Prepared and delivered communication and training pieces for the staff on a regular basis.General office management including planning of events and expense reporting.Worked on Key Projects within the department, such as Chat Management, Satisfaction, Employee Recognition Day and Dropped Call Analysis.Prepared weekly and monthly business reports to eBay managers and directors.Assisted HR department with direct hiring, including interviewing, scoring and follow up.Travelled to New Jersey to engage with our community in customer appreciation events.

Various including, Direct Marketing Sales Rep, Referral Sales Rep, DM Junior Coach, Inbound Junior Coach and Inbound and Quality Assurance Team LeaderResponsible for leading team of up to 25 CSR's, as well as overseeing a call centre of approximately 100 staff.Provided management, guidance, development, coaching and performance management to CSR's, Quality Assurance, Inbound Jr. Coaches and call centre leadership.Responsible for all aspects of CSR training, including and creating written scripts for agents, and implementing an in depth process for mentoring and developing CSR's.Implemented processes that ultimately provided better service for guests, and reduced cancellations.Ensured service levels were met; that all members were serviced within 2 minutes of wait time.Responsible for scheduling staff, providing formal reports and competency audits.Handled customer escalations with excellent soft skills, expertise and judgment.Responsible for coding, reporting and tracking all inter-departmental information.Provided reporting, results and upward feedback to management.Prepared communication, training and operations (including booking process through to quality assurance) to ensure success of promotions.Superior judgment, work ethic, flexibility and passion.Participated in producing a small outbound call team for operation at Sandestin Resort, Florida. This included training CSR's on computer skills, the sales process, quality assurance process and Do Not Call Legislation. Ensured that continued support and training was provided to both Sandestin Junior Coach and CSR's by providing daily updates and coaching.Sold mini vacations to customers around North America (generally booking 15-25 tours a month).

B.A, Psychology

B.A, Psychology

High School Diploma, High School