DEIA L. WOODS
Morrisville,NC
Summary
Tenured and dedicated professional with a strong background in Sales Management and Organizational Leadership. Possess years of successful experience working in high-volume call center environments, leading teams of productive and motivated employees, and implementing effective strategies to drive sales and exceed specified targets. Able to build and maintain positive relationships with a wide range of clients, colleagues, and key business partners. Consistently recognized for outstanding contributions to the bottom line and solid reputation for resolving complex issues. Commended for efficiency, priority Management communication, and presentation skills. Computer experience and familiar with many systems, software applications, and call center technologies.
Overview
18
18
years of professional experience
Education
Degree - Information Systems
National Business College
05.2009
Work History
Credit Assistance Specialist II
Bank of America
07.2024 - Current
- Discussed clients reasons for delinquency and secure payment arrangements.
- Determined financial hardship and discuss solutions to cure delinquency.
- Demonstrated empathy for client’s situation to enhance customer experience and improve client satisfaction.
- Executed compliance checks to ensure adherence to regulatory standards in daily operations.
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Enhanced customer satisfaction with timely and accurate issue resolution.
Manager, Inbound Sales
Charter Communications/Spectrum
Morrisville, NC
10.2013 - 06.2022
- Recruited, hired, trained, and supervised a team of 5-7 supervisors and 50-80 sales agents in the inbound telesales call center.
- Collaborated with senior management to establish performance goals and ensure compliance with organizational policies and procedures.
- Evaluated call volume trends and sales results, maintained accurate records and reports, and identified opportunities to improve performance.
- Administered operational budgets, coached and motivated staff, resolved conflicts, and introduced tactics to increase conversions including changes in scripts, call plans, offers, incentives, etc.
- Communicated policy changes and projections and helped improve access to reporting and analysis tools.
- Planned and implemented successful strategies to drive sales, exceed metrics, and meet business goals.
- Led cross-functional teams to enhance operational efficiency and streamline workflows.
Sales Supervisor
Charter Communications/Time Warner Cable
Morrisville, NC
10.2011 - 10.2013
- Consistently recognized for performance and leadership skills and promoted to roles with increased responsibility and accountability.
- Managed and motivated inbound sales staff and met aggressive sales targets and performance goals regarding team productivity, work order error rates, quality assurance avocations, and call center excellence.
- Implemented companywide programs and incentives to improve efficiencies and boost morale.
- Trained in behavioral interviewing and utilized those techniques to hire and retain qualified and effective sales agents.
Sales Agent
Charter Communications/Time Warner Cable
Morrisville, NC
08.2007 - 10.2011
- Conducted proactive consultative needs analysis for new and existing clients in order to develop customized solutions to meet their individual needs.
- Maintained accurate records of monthly sales and tracked performance metrics.
- Collected demographic info, processed orders and payments, and communicated effectively with diverse clientele to resolve issues.
- Kept up-to-date on products, services, promotions, and warranties.
- Recognized for superior performance and for customer service excellence and received multiple achievement awards.
Affiliations
- National Association for Multi-Ethnic Communications (NAMIC), Diversity & Inclusion Member
- Women in Cable Telecommunications Mentor Program, Mentor
Timeline
Credit Assistance Specialist II
Bank of America
07.2024 - Current
Manager, Inbound Sales
Charter Communications/Spectrum
10.2013 - 06.2022
Sales Supervisor
Charter Communications/Time Warner Cable
10.2011 - 10.2013
Sales Agent
Charter Communications/Time Warner Cable
08.2007 - 10.2011
Degree - Information Systems
National Business College