Carla Burgess
Irmo,SC
Summary
I am an accomplished Sales Facilitator seeking to leverage extensive knowledge of communications products and professional sales strategies in a customer-focused position that works directly with new hire agents and ensures a positive experience for agents and customers alike.
Overview
19
19
years of professional experience
Work History
DSC Facilitator
Spectrum
West Columbia
08.2020 - Current
- Lead classroom instruction on business rules, product knowledge, sales techniques, as well as order entry
- Manage attendance and behavioral issues on a daily basis per company guidelines
- Engage a diverse group of candidates in daily instruction while using a variety of teaching techniques
- Set and coach agents to performance goals
- Coordinate with other leadership to have experts in their field speak to specific aspects
- Instruct new hire agents on how to effectively manage sales on every customer interaction
- Partner with our corporate L&D Team to integrate new ideas and update curriculum so that it remained current and timely
- Guide a classroom of agents in person and remotely through WebEx through their first 6 weeks to have them fully prepared for OJT (On The Job Training)
- Continue to develop agents while in OJT by monitoring calls, providing ongoing support and feedback, and reinforcing classroom-taught sales strategies
- Train seasoned Production agents in new promotions, products, and policies and also help to coach outlying agents toward improved performance.
Customer Care Manager
SurfCT
Naugatuck, CT
06.2015 - 01.2018
- Proactively reach out to all of our current customer base to ensure complete satisfaction with the IT/technology services provided by SurfCT
- Coordinate with all internal departments at SurfCT to address all customer concerns or complaints and identify a solution that meets the customer’s need in a more than satisfactory manner
- Assist with scheduling of on-site work and technician visits
- Meet monthly sales objective by recommending appropriate technical products which will meet my customer’s needs and then following up with that customer to ensure that the sale gets closed
- Lead a daily morning call with all SurfCT Service Technicians in order to review the day’s assigned jobs and ensure that technicians have the equipment and information they need in order to complete their tasks.
Account Executive
AT&T
Atlanta, GA
05.2005 - 03.2009
- Responsible for managing and partnering with a specific group of small to medium business customers with the purpose of developing, servicing, and growing their phone and data networks
- Worked with customers both over the phone and in person at their business sites and established lasting business and personal relationships with my customers
- Handled all aspects of my customers’ telecommunications and data needs, from selling complex phone and data services and equipment, to repair, billing, and all other aspects of their accounts.
Education
Labor Studies -
Baltimore County Community College
06.2001
Business Management -
Penn State University
06.1999
Skills
- Strategic Planning
- Facilitation Techniques
- Staff Management
- Agenda Setting
- Project Management
- Workshop coordination
- Icebreakers
- Meeting facilitation
- Inclusivity
References
Available upon request.
Timeline
DSC Facilitator
Spectrum
08.2020 - Current
Customer Care Manager
SurfCT
06.2015 - 01.2018
Account Executive
AT&T
05.2005 - 03.2009
Labor Studies -
Baltimore County Community College
Business Management -
Penn State University