Shalita Gibson Email & Phone Number

Chesapeake, VA

• Manage day-to-day activities and development for a team of up to 20 call center technical support representatives. Additionally I am responsible for maintaining a positive momentum and a sense of urgency toward desired.
• Successfully achieve month-over-month improvements of my team scorecard. Achieving Superior and Exceptional performance ranges.
• Review performance data on scorecards and diagnose performance gaps to identify performance and productivity gaps
• Monitor calls and evaluates individual representative effectiveness on the 5 essential behaviors to provide coaching to improve performance and the overall customer experience
• Lead team meetings and huddles to cascade information effectively and to provide clear expectations in regards to performance, quality, and service to sales goals
• Perform monthly achievement plans, mid-year and end of year evaluations with the representatives and create a partnership on actions needed to improve performance

Chesapeake, VA

• Provided operational and support services to the entire sales organization which included sales research, reporting and analysis, work order accuracy and customer escalations.
• Handled escalated calls and made sure the sales and retention representatives had the necessary tools needed to perform their jobs
• Functioned in a leadership capacity by conducting one-on-one coaching and development sessions to improve customer satisfaction with work order accuracy and sales opportunities
• Assisted with conducting and facilitating team huddles by using creative thinking skills to promote sales growth and process clarity
• Demonstrated ability to assist supervisors in coaching sales representatives to improve performance
• Observed and actively participated in one-on-one coaching segments with supervisor and sales representatives for bi-weekly and monthly check-ins

Chesapeake, VA

• My responsibility in this role was to be an advocate for the business by delivering an exceptional customer experience through outbound outreach. I communicated with customers proactively in order to increase customer.
• Served as Interim Team Coach for Outbound Customer Loyalty and Inbound Sales by providing coaching and peer mentoring in a support capacity
• Responsible for outbound calls for the purpose of quality assurance, selling of video, data, and telephone services
• Used a consultative sales approach to ensure customer satisfaction
• Led outbound loyalty department in the absence of Team Lead/Supervisor
• Managed and monitored the outbound dialer system in the absence of the Team Lead

Chesapeake, VA

• Responsible for membership sales, renewals, and prospect follow up. Handles and resolves membership concerns and handles unusual situations where a supervisor is needed.
• Provided excellent customer service to members and prospective members
• Collected and applied payments
• Handled members’ requests for termination of membership
• Contacted members with outstanding balances
• Audited membership files