Allyson Sonnenreich
Team Lead Manager
Baltimore,MD
Overview
4
4
years of professional experience
Work History
Team Lead Manager
Window Nation
05.2023 - Current
- Managed twelve agents while monitoring my team KPI's.
- Compose weekly team.
- interviewed prospective new hires
- Trained a new hire class.
- Managed call centers in Fulton MD and Cleveland Ohio.
- Directed sales reps in procuring leads
- Collected data to create and finalize reports.
- A member of the hiring and termination team.
Quality Assurance Specialist
Window Nation
Fulton, MD
05.2022 - 05.2023
- Reviewed recorded calls to ensure call quality and identify areas of improvement for call center agents
- Worked with leadership on needed areas of improvement to ensure agents were using the provided call scripts to ensure accuracy and gain efficiency
- Held biweekly QA calibration meetings to ensure call grading was uniform across both call centers, leadership, and the QA team
- Organize weekly stats report for the Cleveland branch to highlight opportunities for improvement
- Reviewed confirmation calls to ensure appointments were properly confirmed and all efforts were made to save any appointment from cancellation.
- Completed deal savers to ensure all appointment were not missed.
Window Nation Internship
Window Nation
Fulton, MD
01.2022 - 05.2022
- Assisted with recruiting new Window Nation employees in the recruiting office.
- Attended an in-home sales representative presentation.
- Utilized Excel to forecast future performance/created reports for canvassing stats and set gaps.
- Assisted with training of new hires for call center representative position
- Organized and aided Window Nations office administrator
- Assisted with marketing presentations for newly hired sales managers.
Sales Associate
Sweet Elizabeth Jane Boutique
Ellicott City, MD
01.2021 - 01.2022
- Assisted customers on the floor for merchandising questions/concerns
- Fitting room attendant
- Created labels for tags while tagging inventory
- Created window and mannequin displays
- Reduced product to clearance
- Tracked inventory through Heartland software
- Assisted with ordering inventory from vendors
- Created Main Street events for Sweet Elizabeth Jane.
Call Center Agent
Window Nation
Fulton, MD
05.2020 - 05.2021
- Created appointments for prospects while handling inbound and outbound calls
- Assisted with canvassing appointments
- Composed emails to market managers
- Contributed with apex and Hatch
- Attended an in-home sales representative presentation
- Assisted with self-confirming leads.
Education
Bachelor of Science in Fashion Merchandising -
Stevenson University
Owings Mills, MarylandSkills
Proficient in Word
Timeline
Team Lead Manager
Window Nation
05.2023 - Current
Quality Assurance Specialist
Window Nation
05.2022 - 05.2023
Window Nation Internship
Window Nation
01.2022 - 05.2022
Sales Associate
Sweet Elizabeth Jane Boutique
01.2021 - 01.2022
Call Center Agent
Window Nation
05.2020 - 05.2021
Bachelor of Science in Fashion Merchandising -
Stevenson University