Skills
Summary
Work History
Education
Assessments
Personal Information
Generic

Angela Wills

Merrillville,IN

Skills

  • Coaching and mentoring
  • Staff onboarding
  • Employee performance management
  • Call monitoring
  • Staff development
  • Sales team oversight
  • Team building
  • Staff management
  • Task delegation
  • Scheduling
  • Process improvement
  • Training staff
  • Strategic planning
  • Meeting quotas
  • Objection handling
  • Workflow management
  • Sales reporting
  • Performance evaluation
  • Pipeline management
  • Sales coaching
  • Tracking sales metrics
  • Staffing and scheduling
  • Team management

Summary

Dynamic Sales Manager with a proven track record of exceeding sales targets and expanding market presence. Expertise in developing impactful sales strategies, nurturing client relationships, and identifying new business opportunities. Demonstrated ability to enhance team performance through targeted coaching and motivational techniques. Committed to fostering revenue growth by implementing innovative sales tactics and optimizing operational processes for maximum efficiency.

Work History

Inside Call Center Sales Supervisor

ChenMed
Miami, FL
10.2022 - 09.2025
  • Collaborated with management and executives, and made strategy recommendations based on insights into sales operations.
  • Led employee performance evaluations and rewarded top performers to retain quality personnel.
  • Participated in regular departmental meetings to review progress toward goals.
  • Monitored daily call volumes, handle times, and other key performance indicators.
  • Highly trained in Salesforce, InContact, Power BI, Excel, Microsoft, and Google.
  • Promoted a culture of customer focus, product knowledge, and production solutions to build a loyal customer base.
  • Recruited qualified candidates for open positions within the call center team.
  • Established ambitious goals for employees to promote achievement and surpass business targets.
  • Raised profits by setting ambitious sales goals for employees, encouraging sales staff, prioritizing customer service, and resolving customer issues.
  • Ensured compliance with applicable laws and regulations related to sales activities.
  • Assisted in developing monthly, quarterly, and annual goals for each team member.
  • Created reports and tracked performance metrics for the call center team.
  • Identified opportunities for process improvements through analyzing existing systems, procedures, and industry best practices.
  • Conducted weekly one-on-one meetings with individual team members.
  • Mentored employees in the management of complicated sales, complex issues, and difficult customers.
  • Provided coaching and mentoring to call center agents on sales techniques.
  • Generated effective sales strategies and taught new employees the company's procedures and policies.
  • Supervised call center team, ensuring adherence to sales protocols and quality standards.
  • Trained and mentored staff in effective sales techniques and customer engagement strategies.
  • Analyzed performance metrics to identify areas for improvement in team productivity.
  • Developed and implemented training programs, enhancing staff skills and knowledge retention.

Inbound Call Center Supervisor

Oak Street Health
Downers Grove, IL
08.2020 - 10.2022
  • Handle daily tasks using IEX, Salesforce, InContact, Google, Microsoft Suite, Medals, Ring Central, and Vonage.
  • Reviewed daily reports on call volume, sales, abandoned calls, and other statistics.
  • Maintained strong call control, and quickly worked through scripts to address problems.
  • Facilitated communication between departments to resolve problems quickly.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Mentored newly hired employees by explaining tactics for building sales pipelines.
  • Delivered constructive call process feedback.
  • Ensured compliance with company policies and regulatory requirements within the call center.
  • Conducted regular performance reviews, and provided constructive feedback to team members.
  • Responded to customer inquiries and delivered appropriate information after carefully researching the issues.
  • Delivered consistent one-on-one and group training sessions to help professionals improve their skills and selling techniques.
  • Led team meetings to update on goals, share best practices, and discuss improvements.
  • Supervised daily operations of call center, ensuring optimal workflow and efficiency.
  • Developed training programs for new hires, enhancing team performance and service delivery.
  • Implemented quality assurance measures to improve customer satisfaction ratings significantly.
  • Analyzed call metrics to identify trends and opportunities for operational improvements.

Client Relationship Manager

New Vision Consulting
Merrillville, IN
01.2004 - 07.2020
  • Assessed client needs and developed plans to adequately address current and future objectives.
  • Addressed and resolved customer complaints or issues to ensure the satisfaction of the service provided.
  • Ensured adherence to sales contract agreements and high-quality service delivery by coordinating with various organizations and leveraging productive, open client communications.
  • Boosted sales numbers with proactive account servicing, and diligent relationship-building.
  • Delivered a high level of service to clients to both maintain and extend the relationships for future business opportunities.
  • Developed and maintained long-term relationships with policyholders and small business entities.
  • Boosted revenue by bringing in and cementing relationships with new clients, and optimizing the servicing of existing customer accounts.
  • Developed tailored solutions by analyzing client needs and market trends, resulting in increased engagement.
  • Led cross-functional teams to enhance client satisfaction and streamline service delivery processes.
  • Cultivated long-term client relationships through proactive communication and personalized service strategies.
  • Managed complex project portfolios, ensuring alignment with client expectations and organizational goals.
  • Facilitated regular feedback sessions with clients to identify areas for improvement and implement changes.
  • Mentored junior team members on best practices for client management and relationship building techniques.
  • Evaluated client needs and developed tailored solutions to increase positive customer ratings.
  • Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning.

Loss Control Administrator

Enterprise Rent A Car
Merrillville, IN
01.2003 - 01.2004
  • Copied, logged and scanned supporting documentation
  • Researched and updated all required materials needed for firm and partners
  • Responded to customer requests via telephone and email
  • Verified data integrity and accuracy
  • Assisted various business groups with document organization and dissemination during acquisitions
  • Entered details such as payments, account information and call logs into the computer system
  • Performed initial client assessment and analysis to begin research process
  • Recovered losses for the company due to vehicle losses
  • Managed teams of 5, and exceeded our recovery goal by 50%

Financial Services Consultant (Call Center)

Verizon Wireless
Schaumburg, IL
01.2001 - 01.2003
  • Exceeded quarterly sales goals by 50%
  • Assessed clients' financial situations to develop strategic financial planning solutions
  • Helped clients secure payment for clients accounts and established payment agreements
  • Establish new accounts and cancel accounts per client request
  • Took incoming calls with goals and built relationships with prospective and competitive customers

Recruitment Manager

Lucent Technologies
Merrillville, IN
01.1999 - 01.2001
  • Customized strategies for different types of vacancies, including wording of job profiles, social media techniques and websites used
  • Met with managers to discuss vacancies, applicant qualifications, and characteristics of top candidates.
  • Built and strengthened successful relationships with external recruiters and agencies.
  • Designed, developed, and implemented a successful recruitment process to fill more than 250 vacancies each year.
  • Resolved employment-related disputes through proactive communication.
  • Responded to customer requests via telephone and email.
  • Verified data integrity and accuracy.
  • Researched and updated all required materials needed for the firm and its partners.
  • Copied, logged, and scanned supporting documentation.
  • Developed and implemented recruitment strategies to attract top talent across various departments.
  • Led a team of recruiters in executing full-cycle recruitment processes, ensuring timely placements.
  • Streamlined applicant tracking system to enhance candidate experience and improve hiring efficiency.
  • Collaborated with department heads to identify staffing needs and develop tailored recruitment plans.

Education

MBA - Business Administration

Keller Graduate School Of Management
Merrillville, IN
09-2007

Bachelor of Science - Organizational Management

Calumet College Of St. Joseph
Whiting, IN
05.1995

Assessments

  • Inside sales, Proficient, 08/01/22
  • Work motivation, Proficient, 12/01/23
  • Management & leadership skills: Impact & influence, Proficient, 08/01/22
  • Teamwork: Interpersonal skills, Proficient, 07/01/23
  • Work style: Reliability, Proficient, 08/01/22
  • Verbal communication, Proficient, 10/01/22
  • Call center customer service, Proficient, 10/01/22
  • Customer service, Proficient, 02/01/23
  • Customer focus & orientation, Proficient, 08/01/22
  • Protecting patient privacy, Proficient, 02/01/23
  • Sales skills, Proficient, 08/01/22
  • Recruiting, Proficient, 08/01/22

Personal Information

  • Willing To Relocate: Anywhere
  • Authorized To Work: US for any employer

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