Daniel Bullard
Queen Creek,AZ
Summary
Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation, and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture.
Overview
22
22
years of professional experience
Work History
Customer Service Manager
Avient Colorants USA
05.2022 - Current
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Took ownership of customer issues and followed problems through to resolution.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Call Center Manager
Express Flooring LLC
11.2020 - 05.2022
- Established and oversaw performance targets for call center associates.
- Determined quality assurance benchmarks and set standards for improvement.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Developed quality employees within call center to take over leadership positions.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Evaluated data to identify trends and determine customer service needs.
- Implemented innovative service strategies to improve customer experience and engagement.
- Led daily team meetings to review performance, set targets and motivate staff.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
Inside Sales Manager
Bank Of America
01.2018 - 11.2020
- Prepared pricing strategies for current customers to enhance sales and increase profitability.
- Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives.
- Worked closely with other departments to promote products and marketing campaigns.
- Designed survey method to evaluate inside sales team.
- Managed 7 sales specialists by coaching on effective sales techniques, monitoring performance and offering helpful feedback.
- Trained employees on new technology and sales methods to build highly-knowledgeable and successful team.
- Scheduled and led department staff meetings, workshops and functions to encourage and inspire staff.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
Inside Sales Manager
Nextiva
03.2016 - 10.2018
- Prepared pricing strategies for current customers to enhance sales and increase profitability.
- Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives.
- Liaised with clients via email or phone to identify and address needs, growing existing accounts through cross-selling.
- Monitored and amplified sales pipeline to maintain flow of potential leads and prospects.
- Scheduled and led department staff meetings, workshops and functions to encourage and inspire staff.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
Business Development Executive
Titan Power
12.2014 - 03.2016
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
- Collaborated with sales and marketing departments to support client acquisition.
- Established and maintained highly effective relationships with clients and industry partners to drive growth.
- Researched product pricing, ratings and performance and created comparison spreadsheets to evaluate competitors.
- Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
- Communicated directly with customers and partners to build strong business networks and relationships.
- Implemented creative sales training techniques for new and existing staff to increase revenue and overall success.
- Negotiated prices, terms of sales and service agreements.
- Contributed to event marketing, sales and brand promotion.
- Attended monthly sales meetings and quarterly sales trainings.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
Business Development Director
SalesStaff
02.2012 - 11.2014
- Planned and coordinated implementation of business plans and penetration of new markets.
- Consistently exceeded quotas through penetration of new accounts.
- Kept meticulous client notes and updated account information in company databases.
- Negotiated and closed long-term agreements with new clients in assigned territory.
- Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
- Identified business development challenges and customer concerns for proactive resolution.
- Implemented innovative business development strategies to increase customer base and expand market share.
Executive Inside Sales Rep
By Appointment Only
01.2002 - 05.2012
- Managed friendly and professional customer interactions.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Answered customers' questions regarding products, prices, and availability.
- Determined needs, delivered solutions, and overcame objections through consultative selling skills.
- Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company.
- Used CRM software to maintain detailed contact logs and account records.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Achieved or exceeded company-defined sales quotas.
Education
A+ Certification -
University of Advancing Technology, United States
No Degree -
Maricopa Community Colleges - Mesa Community College
Mesa, AZHigh School Diploma -
Corona Del Sol High School
Tempe, AZ1989
Skills
- Call Center Operations
- Staffing Coordination
- Handling Escalations
- Quality Assurance
- Account Management
- Talent Development
- Workflow Management
- Service Delivery Optimization
- Schedule Coordination
- Complaint Resolution
- Training and Mentoring
- Call Monitoring
- One Call Resolution
- Report Preparation
- QA
- Expertise in Sales
- MS Office Expert
- Customer Retention
- Microsoft Outlook, Word, and Excel
- Continuous Improvement
- Exceptional Telephone Etiquette
- Deadline-Oriented
- Adherence to High Customer Service Standards
- Time Management
- Process Improvement Specialist
- Meticulous Attention to Detail
- New Hire Training
- Staff Management
- Team Building and Leadership
- Customer Relationship Management Software (CRM)
- Sales Proficiency
- Work Prioritization
- Proficient in SAP
- Decision-Making
- Staff Training
- Cross-Functional Collaboration
- Product and Service Solutions
- Budgeting and Reporting
- Product Knowledge
- Issue Resolution
- Customer Service
- Account Updates
- Excellent Time Management Skills
- Quality Assurance Controls
- MS Office
- Employee Scheduling
- Training Programs
- Workforce Management
- Training and Coaching
- Performance Evaluations
- Schedule Management
- Telemarketing Expertise
- Purchasing and Procurement
- Customer Relationship Management (CRM)
- CRM Software
Timeline
Customer Service Manager
Avient Colorants USA
05.2022 - Current
Call Center Manager
Express Flooring LLC
11.2020 - 05.2022
Inside Sales Manager
Bank Of America
01.2018 - 11.2020
Inside Sales Manager
Nextiva
03.2016 - 10.2018
Business Development Executive
Titan Power
12.2014 - 03.2016
Business Development Director
SalesStaff
02.2012 - 11.2014
Executive Inside Sales Rep
By Appointment Only
01.2002 - 05.2012
A+ Certification -
University of Advancing Technology, United States
No Degree -
Maricopa Community Colleges - Mesa Community College
High School Diploma -
Corona Del Sol High School
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