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 results. Continued focus on driving high standards of performance excellence, correcting performance gaps, and working relentlessly to overcome obstacles and exceed challenging goals.• 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• Designated as the point of contact when Supervisor was not available by assisting the team and joined conference calls in his/her absence• Team consistently exceeded performance goals quota for all PSUs• Recovered 1,000 PSUs within a 6 month that had been cancelled and re-keyed by other departments

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 loyalty and improve customer retention. • 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• Helped train sales professionals on new processes, sales initiatives, and sales goals • Received Golden Digi award for providing excellent customer service as well as being a team player

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•Checked-in members as they entered the facility as needed•Answered multi-line phone systems•Effectively opened and closed the facility •Willingly gave tours of the facility to potential members