Forward-thinking leader with proven abilities across all levels of organizational management. Talented in developing partnerships, overseeing personnel and developing tactical plans to meet strategic goals. Highly respectful and respected leader, with exceptional knowledge of developing strategic plans for best in class call center process and customer service excellence.
Hi, I’m
Alison Libschtein
Coral Springs,FL
Summary
Overview
31
years of professional experience
Work History
NationsBenefits
Director of Operations
01.2022 - 01.2023
Job overview
- Oversaw day-to-day production activities in accordance with call center business objectives for over 300 agents, 4 Managers, 15 Supervisors, 15 team leads.
- Assisted in recruiting, interviewing, hiring and training of team members.
- Achieved team goals through on-going formalized training plans, real-time coaching, and performance management for all leader's.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Led daily and weekly leadership meetings. Coordinated leadership workshops. Review performance, set targets and motivate staff.
NationsBenefits
Director of Recruitment
02.2021 - 01.2022
Job overview
- Designed, developed and implemented successful recruitment process to fill more than 500 vacancies
- Managed recruitment team of 25 agents. Trained, coached, mentored new advisors.
- Recruited top talent to maximize profitability.
- Collaborated with internal teams to continuously improve recruitment processes and execute as efficiently as possible.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Hired employees and initiated new hire paperwork process.
- Tracked candidates and pushed for feedback on disqualifications, time-to-fill statistics and other variables.
NationsBenefits
Member Experience Operations Manager
06.2019 - 02.2021
Job overview
- Established and oversaw performance targets for 200 call center associates.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Led daily team meetings to review performance, set targets and motivate staff.
- Assisted in recruiting, hiring and training of team members. Working to establish key internal functions and outline scope of positions for team.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Mankuta Gallagher & Associates
Executive Recruiter
09.2018 - 08.2019
Job overview
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Developed recruiting strategies to identify qualified candidates, build network.
- Negotiated unique compensation packages to attract, close candidates.
- Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
- Advertised job opportunities on social media platforms and job boards.
- Operated and maintained applicant tracking and candidate management systems.
- Collaborated with internal teams to continuously improve recruitment processes and execute as efficiently as possible.
- Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.
IC Realtime Security Solutions
Sales Manager
10.2017 - 05.2018
Job overview
- Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Recruited and hired top-level talent to add value and expertise to sales department.
- Attended industry shows, conventions, and other meetings with primary mission of expanding market opportunities.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
Anda Generics
Inside Sales Manager
01.1992 - 04.2000
Job overview
- Scheduled and led department staff meetings, workshops and functions to encourage and inspire staff.
- Liaised with clients via email or phone to identify and address needs, growing existing accounts through cross-selling.
- Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Managed 35 sales specialists. Set clear expectations, consistent coaching sessions, provided effective sales techniques, monitored performance and offered helpful feedback.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
Anda Generics
Inside Sales Representative
02.1992 - 01.2000
Job overview
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Maintained up-to-date knowledge of available products to best serve customers, maximize sales potential.
- Fielded customer complaints, facilitated negotiations, resolving issues and reaching mutual conclusions.
- Attended monthly sales meetings and quarterly sales trainings.
- Prepared and submitted reports to keep management informed of sales activities and progress.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Kept detailed records of daily activities through online customer database.
- Met all company goals set. Was consistency in the top 10%
Education
Marshall UniversityHuntington, WV
Associate of Arts from Education
University Overview
Skills
- Motivational Leadership
- Business Management
- Quality Assurance
- Manage Operations
- Policy Development and Enforcement
- Quarterly Reviews
- Constructive Feedback
- Culture Transformation
- Leadership Training
- Strategic Vision
Timeline
Director of Operations
NationsBenefits
01.2022 - 01.2023
Director of Recruitment
NationsBenefits
02.2021 - 01.2022
Member Experience Operations Manager
NationsBenefits
06.2019 - 02.2021
Executive Recruiter
Mankuta Gallagher & Associates
09.2018 - 08.2019
Sales Manager
IC Realtime Security Solutions
10.2017 - 05.2018
Inside Sales Representative
Anda Generics
02.1992 - 01.2000
Inside Sales Manager
Anda Generics
01.1992 - 04.2000
Marshall University
Associate of Arts from Education