Dynamic Training LLC - Virtual Call Center Manager Resume Example

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Samantha Washington
XXXX XXXXXX XXXXXX XXX, brooklyn, NY 11226
Professional Summary

Results-oriented  consultant specializing in sales training, managing a virtual team and recruiting top tier personnel to achieve your organizations goals. I am a professional, punctual, reliable manager with a passion for exceeding sales goals. 

  • Time Management
  • Active Learning 
  • Judgment and Decision Making
  • Management of Personnel Resources 
  • Sales and Marketing 
  • Quality Control Analysis
  • Management 
  • Education and Training 
  • Sourcing and Recruiting
  • Call Center Management
  • Critical Thinking
Virtual Call Center Manager/ Trainer Jan 2013Present Dynamic Training LLC Brooklyn, NY

  • Responsible for managing both inbound and outbound calls, organizing employee schedules and ensuring that the operational objectives of the virtual call center are met
  • Preparation of project-related reports, manuscripts, and presentations for upper management.
  • Prepare tables, graphs, fact sheets, and written reports summarizing sales rep results, conversion rates and rate of rescission.
  • Randomly monitoring calls to ensure that standards are high.
  • Recruit and interview reps to determine their suitability for either customer service or outbound lead generation.
  • Train users in the proper use the virtual call center platform
  • Keeping a close eye on staff turnover, absenteeism and overtime.
  • Review operational records and reports to project sales and determine profitability.
  • Establish daily weekly and monthly goals for call center team.
  • Supervise employees and independent contractors to ensure call quality adheres to our policies.
  • Keep records of customer interactions, recording details of inquiries and complaints as well as actions taken.
  • Hire, train, and oversee customer service and sales personnel.
Recruitment and Training Specialist Nov 2011Jan 2013 Dynamic Training LLC Brooklyn, NY
  • Conduct high volume on site job fairs at automotive dealerships to hire automotive sales reps and process hiring-related paperwork.
  • Inform applicants of duties and responsibilities, compensation, benefits, schedules, working conditions, or promotion opportunities.
  • Conduct new employee orientations, as well as entry level automotive sales training.
  • Visit franchised dealers to stimulate interest in National auto academy recruitment and training program.
  • Conduct consultative sales training programs to help sales reps improve conversion rates.
  • Interactive training using a variety of instructional techniques  such as role playing, simulations, team exercises, group discussions, videos, and power point.
  • Negotiate contracts with clients including desired training outcomes, and expenses.
Sales Manager Jun 2004Jan 2012 Hair Extensions Now LLC Long Island City, NY
  • Responsible for the training and management of 10 outbound sales representatives to excel in consultative phone sales and account management.
  • Maintain a 150 cold call per day benchmark for each sales rep
  • Direct and coordinate activities involving sales of wholesale hair extensions and hair replacement products
  • Participates in hiring decisions: developing, firing, mentoring, counseling, and supporting sales employees
  • Facilitate sales presentations to both consumers and industry professionals.
  • Monitor conversion rates to determine focus of sales efforts.
  • Direct support staff to keep records of all client correspondence, order requests, invoices and collection accounts.
  • Represent company at appearance enhancement trade shows  to promote our products and services.
Center Manager Feb 2002Jun 2004 LA Weight Loss Centers Bayside, NY
  • Responsible for managing and training a team of 4 weight loss consultants.
  • Originated Sales of various Weight Loss Products to consumers through consultative face-to-face sales presentations.
  • Utilized as a Regional “Sales Trainer”.
  • Personally resolved post-closing problems, to ensure complete customer satisfaction and lower rate of rescission.
  • Determine price schedules and discount rates.
  • Prepare budgets and approve budget expenditures fir franchise owner.
  • Speak with customers by telephone or in person to provide, information about products or services, schedule appointments, take orders cancel accounts, and handle complaints.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Responsible for all administrative aspects of daily business operations and report to the franchise owner.
Talent Executive/ Office Director Jan 2000Jan 2002 Options Talent/ Wilhelmina/ One Source Talent New York, NY
  • Prepare sales contracts and order forms for new talent.
  • Negotiate details of contracts and payment plans with talent.
  • Explain to candidates how our form of of web advertising will help promote their acting or modeling career online via group presentations.
  • Attend industry trade shows, and corporate training seminars to as a spokesperson for the New York franchise office.
  • Coach new actors models and musicians on effective communication with the public.
  • Consult with corporate office to help arrange promotional campaigns in all types of media to promote my franchise location.
  • Deliver speeches to further our public relations objectives.
  • Audition and interview talent in order to determine their fit for our services and clients.
  • Answer telephone calls from potential customers who have been solicited through advertisements.
Cosmetic Surgery Sales Rep (Part- Time) Mar 1997Jan 2000 Woman to Woman Cosmetic Surgery Center New York, NY
  • Educating patients on cosmetic surgery options and closing the patient utilizing a consultative sales approach
  • Contacted existing clients to educate and up-sell them on new products and services to increase sales
  • Drive new business by creating marketing materials, networking with beauty professional, developed online and offline lead-generating programs. 
  • Determine charges for surgeries, collect  payments, as well as arrange for financing through care credit.
  • Manage and maintain the doctors schedule.
  • Performing general office duties, such as ordering supplies, maintaining records , and performing basic bookkeeping work.
Associate of Arts : Psychology Apr 2008 University of Phoenix Online Brooklyn, NY

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About this resume

Virtual Call Center Manager FROM brooklyn , New York RESUME

This is a resume for a Virtual Call Center Manager in brooklyn, New York with experience working for such companies as Dynamic Training LLC and Dynamic Training LLC. The grade for this resume is 0 and is one of hundreds of Virtual Call Center Manager resumes available on our site for free. Use these resumes as templates to get help creating the best Virtual Call Center Manager resume.

School Attended
University of Phoenix Online