Annexis Shelly

• Coach, manage, and develop team of 50 to 200+ Amazon L1-L3 associates.
• Build successful project plans covering objectives, track project and team member performance.
• Conduct research, gather information from multiple sources and present resulting.
• Resolved problems, improved operations and provided exceptional service.
• Communicate policies to associates and acts as primary information source for team-maintaining compliance, consistency, and taking corrective action when needed
• Create, manage, and support recognition programs
• Support all safety programs and OSHA compliance to ensure safe work environment for all associates
• Ensure procedures are followed for building security and product loss prevention
• Partner with management team to establish and maintain quality control standards
• Develop performance goals and targets to achieve customer demand and ensure accuracy and quality
• Planned operations to meet established schedules, factoring in order demands and business forecasts.

• Analyzed and tracked business metrics and made appropriate adjustments to meet supply and demand needs.
• Negotiated with suppliers and delivery workers and ordered materials according to forecasted customer demand.
• Identified new revenue generation opportunities to maximize bottom-line profitability.
• Made financial decisions and supervised company spending to reduce material losses and maximize profits of $35K.
• Oversaw social media & Google marketing and promotions.
• Designed Shopify websites, Play Store & Apple App store mobile apps.
• Optimized SEO for 2 e-commerce drop-shipping businesses and FBA Seller Central Account.

• Responsible for all aspects of hiring, interviewing, training, and on-boarding.
• Scheduled and completed interviews, welcome calls, I-9 completions.
• Maintained each new hire as direct reports throughout on-boarding process to ensure seamless successful transition to their teams for production.
• Coordinated on-boarding of monthly hiring classes of 50 to 75 new hires supporting center of 800+ agents.
• Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
• Took on additional job duties during unexpected backlog, resulting in meeting project target date.
• Partnered with stakeholders to streamline and improve on-boarding experience to reduce new hire turnover rate by 35%.
• Created and maintained system profiles and logins for all new hires including Windows IT services profile, Outlook profile, CRM, & all company billing systems.
• Assisted in driving site capacity to 107%.
• Led team of 15+ with an Integrity Score of < 2.22%.
• Collaborated to create engaging content to drive center integrity score down MoM and over 10% YoY.
• Recognized by AVP as only site in organization to exceed hiring goal while working to reduce no call no shows and partnering to improve site performance.

Special Projects:

• Led Integrity Operation Process to improve production of QIR investigations.
• Coached L1 Managers on conducting QIR Investigations and Labor Relations.
• Completed QIR investigations and ensured applicable accountability with center alignment.
• Cross collaborated with Employee Relations Managers and Integrity/CXI/SOAR teams to improve site integrity score.
• Developed & presented Integrity Road Shows to train frontline/new hire employees on integrity related topics demonstrating proactive prevention of integrity referrals.
• Developed Learning Materials to educate center employees on integrity topics to reduce site integrity score.
• Created reports for Level Senior leadership leading to Site Integrity Score improvement.
• Hosted Calibration Calls to drive down DP100 (retention) for L2 management team.
• Hosted Sales Training Session to assist Center with transition to commissioned bases sales roles.
• Led troubleshooting of RSA & Avaya setup via Webex during initial work from home transition and collaborated with L1 & L2 managers on WFH equipment log and login assignments for 560+ employees.

Achievements

• Coached to CARES behaviors to increase MoM improvement of VOC score from not meeting to exceeding goal.
• Held top DP100 (retention metric) with 106.4% YTD attainment while managing projects and team of 10+ agents over 12 months consistently.
• Top Manager and Fiber Sales Coach exceeded attainment in all KPIs.
• 4th Quarter Diamond Elite Club Winner
• Developed 2nd and 3rd quarter service excellence award winners.
• Assisted in career development of PSC promotions to Sales Coach.

Key Roles and Responsibilities:

• Directed work activities to achieve volume expected to meet operational requirements.
• Ensured accuracy and efficiency of service, maximization of sales revenue and adherence to established policies and procedures.
• Directed, coached, motivated, and developed telephone sales and service skills of all supervised sales representatives to ensure that sales and service goals are met.
• Counseled and advised representatives regarding performance and discipline.
• Influenced decisions regarding hiring, promoting and discharging employees.
• Assisted in career development goals of frontline employees.

• Developed 40% of team to Business Expert status and increased progress for remainder of team towards certification.
• Improved teams YoY growth in Mobility Postpaid Voice Gross Adds 38% with average attainment of 130%.
• Improved CRU attainment to average of 130%. Featured on Gulf States call for 181% attainment in April 2019.
• Improved FirstNet YTD YoY 76.9% and FirstNet Voice Gross Adds YTD YoY 61.5%.
• Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.

• Developed first 2 FirstNet Experts in region.
• Increased FirstNet results average of over 37.9%.
• Increased CRU results month over month.
• #1 in ARSM Market MTD consecutively.
• VPGM MyMetrics Award Winner.

• Recognized by VPGM as top performer with recognition dinner.
• Selected for Southeast Elite Mentor Program.
• Handled all on-boarding and training for new hires.
• Led team of 1A managers to #2 in Gulf States as acting ISM.
• Created sales lead strategy utilized and implemented by IHX Flowood team which led to individual #1 spot and team #2 spot in Gulf States.

• Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
• Used consultative sales approach to understand customer needs and recommend relevant offerings.
• Answered product questions with up-to-date knowledge of sales and store promotions.
• Exceeded sales goals by 50% or more utilizing exemplary customer service skills.

• Supervised multiple teams of Customer Support/Customer Service representatives in several departments such as WLNP (number portability), CDS (Consumer Data Support), Session Based Support, BlackBerry, and Advanced Technical Support for Android including warranty.
• Identified and tracked trends or issues to assist in root cause elimination.
• Provided feedback and developed new hire and front-line employees.
• Assisted in creating and completing agendas for employee development.
• Participated in call center initiatives such as recognition, employee engagement, and diversity.
• Improved metrics in technical support by 32.5% and customer service by 46.7%.