Rachna Kaur Email & Phone Number

• Recruited, trained and managed a team of 5-6 Outbound Donor Acquisition Specialists.
• Motivated individuals and team to exceed objectives through regular coaching, daily broadcast of results at pre-shift huddles, creative incentives and weekly individual check ins.
• Designed and ran onboarding plans to set new team members up for success in their roles.
• Regularly reported on Team/Individual performance against KPIs (conversion rate, SPH, average donation value) through daily end of day reports and weekly check ins with the VP of Outbound Donor Acquisition.
• Escalate concerns and being creative in recommending solutions for day to day challenges
• Supported the execution of new campaign launches, processes and procedures including script development, approved charity content, accepted payment methods and soft phone software functionality, and ensure that the.

• Followed up on behalf of various charities (eg. UNICEF, SickKids, Plan International Canada, CAMH, etc.) from initial door to door fundraiser engagements, engaged in value-based selling and furthered the charity.
• Independently measured individual performance through weekly KPIs (SPH, average donation value, conversion rate).
• Implemented creative sales strategies through tailoring conversations to each individual, active listening and customizing responses through negotiation tactics while remaining professional.
• Maintained efficiency in multitasking between multiple softwares (Centcom as the dialler software and Insight as the payment processing software) to provide a seamless customer care experience.
• Developed creative solutions to challenges faced by donors such as payment methods, technology issues, representative verification and charity knowledge.
• Promoted to Manager of the Outbound Donor Acquisition Team in less than 3 months.

• Manage donors who donate between $1,000 - $25,000 to WE Charity annually, act as main point of contact, build a long-lasting relationship and guide them on keeping engaged with the organization.
• Collaborate with Stewardship team to build proposal decks and strategically present to client options on areas of support through the pillars of Water, Education, Health, Food and Opportunity in any of the 11 countries.
• Educate donors on the newly established Endowment Fund for students in Kenya that ensures perpetual financial support to deserving students and convert donors who are passionate about the Education pillar.
• Study donor patterns through internal database on SalesForce to build strategies of relationship building and engagement.
• Coordinate in-person meetings or phone calls with donors to educate them on the organization and discuss potential areas of support in 5 pillars.
• Send personalized handwritten thank you cards along with gifts to donors to highlight the impact of their gifts to the betterment of the communities.

• Coordinate logistics for Corporate clients on international volunteer trips to Kenya, India and Ecuador.
• Conduct pre-departure presentations (in-person or virtually) to large groups of external stakeholders, confidently communicating the logistics, safety details and policies of a ME to WE trip.
• Consistently and accurately log and track nuances of trips on SalesForce, including trip logistics, calls made, timelines of the trip and general stakeholder information.
• Closely collaborate with internal staff locally and internationally to customize the pre-trip experience based on the needs and goals of the group.
• Respond to client inquiries within 24 hours.
• Collect all passport, medical, health insurance and dietary information from participants and arrange rooming list prior to the trip departure.

• Recruited and trained music teachers.
• Coached teachers monthly on effective teaching techniques via phone/Skype.
• Acquired new clients through phone and in-person assessments, and trial music lessons.
• Matched students to teachers for in-home lessons based on personality and learning styles.
• Coordinated schedules of students and teachers.
• Designed personalized curriculum for each student.

Toronto, Canada Area

• Monitored Annual Fund Representatives' calls, provided one-on-one call coaching sessions on improving rapport building and handling objections.
• Communicated with higher end donors to secure donations ranging from $100 to $10,000 though legacy giving, endowments, deferred giving programs and formal recognition of donations on plaques, etc.
• Reported progress of individual callers to the Manager on a weekly basis.
• Provided administrative support to the Manager.

Toronto, Canada Area

• Communicated with alumni, parents and general donors to build a positive relationship.
• Updated alumni contact information on an internal database.
• Applied sales techniques like active listening, persuading, and up selling to result in a donation.
• Processed credit card transactions while remaining PCI compliant.
• Provided one-on-one call coaching for junior representatives.
• Awarded for the most funds raised ($8,317) in a semester from May 2013 – August 2013 and for one to most likely secure a pledge on every shift.