Dedicated manager and trainer with more than 15 years of experience leading teams to deliver excellence. Known to motivate and recognize individuals for exceeding expectations in achieving profitable client relationships.
• Created and simultaneously implemented mentorship and recognition programs, which increased overall team performance by 33%.
• Developed new ideas and tested them to challenge existing processes to implement improvements, resulting in a 40% decrease in customer wait time.
• Directly supervised a team of 20 agents and managed over 500 agents in a constantly growing successful business unit.
Mentoring and Training
• Interviewed hundreds of people and hired key agents that quickly became top performers.
• Trained struggling agents to increase overall productivity by 35%.
• Maintained and expanded training and processes to enhance overall customer experience, resulting in a 20% increase in customer satisfaction scores.
• Identified customer needs through empathy and matched our product to their needs, which lead to becoming top sales performer by outselling other co-workers by 5%.
• Increased business by 25% by developing leads and managing client relationships.
• Matched incoming payments to proper invoices for major clients, which resulted in lowering a $26.3 million debt by 60%.
Companies I've helped:
EDUCATION AND TRAINING
Keller Graduate School of Management, Masters of Business Administration, Mesa, AZ