Provided work direction to the call center supervisor team of a 70 seat call center/$3.7 M Revenue ensuring adherence to departmental/corporate policies/procedures.• Managed the daily/weekly/monthly operations of the call center, ensuring the operational infrastructure is supported the delivery, quality, service level and cost objectives. • Continually analyzed department results for trends in performance, developing plans and taking actions as required to meet or exceed department goals/objectives.• Collaborated closely with training ensuring the most current and relevant materials were being delivered to new and incumbent agents.• Maintained morale among the call center personnel by improving quality of work life, providing a positive work environment, and consistently communicating appropriate information to all employees. • Worked collaboratively with all customer, internal and external as appropriate to resolve order fulfillment issues following through on commitments made to internal and external customers, anticipating problems and taking actions to prevent or minimize their impact.Managed budgets ensuring expenditures were in line with cost as a percent of sales targets.

Supported our resellers by addressing their requests and handling escalation calls. Managed a team of 24 Universal Reps responsible for meeting goals and revenue objectives. Communicated with the sales center informing team of upcoming events, news releases, and changes. Partnered with outbound and coach reps to send leads to outbound when new sales opportunities arise.• Supported and managed a Sales Coach for Universal Reps composing and partnering to distribute materials for weekly sales huddles. • Drove sales by coaching reps to cross sell & up sell using sales techniques and value-added selling in one on ones and sales huddles increasing sales results.Leveraged marketing promotions holding reps accountable via metrics, actions plans and reviews.