Asia McCoy
Baltimore,MD
Summary
Customer Service Supervisor Results-oriented Marketing Specialist proficient in developing creative marketing collateral for diverse projects. Establishes clear standards and enforces protocols for consistent, high-quality results.
Overview
8
8
years of professional experience
Work History
Retail Marketing Specialist
IKEA Group
01.2023 - Current
- Ensured all local communication channels adhere to marketing communication guidelines and stay updated.
- Drive recruitment and activation of loyalty club members, such as IKEA Family.
- Planed, coordinated, and promoted customer and community events to enhance visitation, loyalty and engagement.
- Collaborated with cross-functional teams to develop and implement market research strategies.
- Used various market research tools and techniques to gather, analyze and interpret data.
- Established and managed relationships with external data providers and research vendors.
Remote Sales Leader
IKEA Group
06.2022 - 01.2023
- Managed approximately 30 IKEA sales call center representatives.
- Established and oversaw collaborative relationships with independent sales representatives and market-specific dealers.
- Lead, coached and followed up with individual development to empower team members through knowledge, trust and motivation.
- Create, monitor and follow up team action plans in order to reach set goals.
- Validated that hiring, onboarding and training of co-workers is performed according to standards in order to secure competence of co-workers.
- Negotiated contracts with service providers and customers to achieve profitability goals.
Customer Service Supervisor
Verizon Wireless
04.2019 - 06.2022
- Monitored sales activities to ensure that customers received satisfactory service and quality goods.
- Established and implemented policies, goals, objectives, and procedures for department.
- Developed methods and procedures to increase sales, expand markets, and promote business.
- Coached over 100 team members to deliver hospitable, professional service while adhering to set service models.
Customer Service Trainer
Verizon Wireless
03.2017 - 04.2019
- Train sales channel on sales skills to focus on hitting key company metrics, while providing top quality customer experience
- Organized and directed orientation and onboarding sessions for employees and customers
- Evaluated course instructors and provided individualized referrals for continued skills development
- Monitored and evaluated training activities and program effectiveness
- Coordinated team exercises and group discussions to increase training engagement.
- Trained and mentored 82 new personnel hired to fulfill various roles.
Education
Bachelor of Science - Marketing
University of North Carolina Pembroke
Pembroke, NC12.2020
Skills
- Organizational leadership
- Verbal and written communication
- Strong organizational and prioritization skills
- Self-reliant
- Team Player
- Creativity
- Critical thinking
Timeline
Retail Marketing Specialist
IKEA Group
01.2023 - Current
Remote Sales Leader
IKEA Group
06.2022 - 01.2023
Customer Service Supervisor
Verizon Wireless
04.2019 - 06.2022
Customer Service Trainer
Verizon Wireless
03.2017 - 04.2019
Bachelor of Science - Marketing
University of North Carolina Pembroke
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