Denine Cooper
Call Center Director
Tampa,FL
Summary
To secure a career with an organization offering opportunity for professional and personal growth which will utilize my skills and experience. Goal-oriented manager with distinguished experience in Automotive industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Results-oriented professional offering high degree of measurable success in customer relations, developing and implementing training curriculum, management evaluations, responsibilities, goals and objectives in diverse business environment. Proactive in early problem identification and development of people-oriented solutions to business problems. Able to manage complex projects and responsibilities simultaneously and effectively in a changing environment. Proactive in individual and team accountability.
Overview
24
24
years of professional experience
Work History
Call Center Manager/ Director of Sales
Ferman Automotive Group
04.2018 - Current
- Managed team of sales representatives in store location and call center, providing guidance, coaching and support for 50+ agents to achieve all goals and increase revenue.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Conducted performance reviews for staff members to reduce resolution times and improve key performance indicators.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Managed operational and human resources to optimize business performance.
- Initiated strategy to drive company growth.
- Forecasted sales and established processes to achieve sales objectives and related metrics.
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Achieved dramatic sales increase by skillfully managing relationships and proactive sales approaches.
- Monitored and coordinated workflows to optimize resources.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
Training Sales Representative, Corporate Management Training Consultant
Owner Connect
01.2016 - 04.2018
- Managed customer accounts to secure customer satisfaction and repeat business in Automotive.
- Trained and mentored new sales representatives and business developement agents.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Developed and implemented sales strategies to increase profits.
- Used customer insights to develop innovative sales strategies to increase sales.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
- Negotiated contracts with clients and developed relationships with key personnel.
- Utilized CRM software to manage customer accounts and track performance metrics.
- Developed and implemented marketing plans to increase brand awareness and drive sales.
- Consulted with organization management to assess needs and plan improvements.
- Implemented cross-training to improve depth of skill sets within team.
Vice President
Air Force Angels
02.2009 - 12.2016
- Cross-functional skills including board management and development, fundraising, program management, development and expansion, staff management, and operations management
- Seeking and applying for grants
- Responsible for all aspects of accounting
- Identification and preparation of departmental annual budget and monitor monthly expenses
- Grant writing
- Preparing of all financial statements
Call Center/Training Director
Netpliance Inc
09.1999 - 03.2009
- Established Customer Care and Sales department from start of the company
- Developed and coordinated all operational activities within a 380-seat facility
- Authored Customer Care, Sales and IT training manual, worked with an outsourcing team to assemble company policy manual
- Setting up and managing all KPIs for Customer Care, Sales and IT Departments Representatives
- Responsible for development, strategy and implementation of divisional Customer Care, Sales and IT departments goals and objectives
- Developed metrics to track individual and team progress
- Managed and evaluated supervisory staff; trained motivated, evaluated and mentored employees
- Identification and preparation of departmental annual budget and monitor monthly expenses
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Determined quality assurance benchmarks and set standards for improvement.
- Established and oversaw performance targets for call center associates.
- Implemented innovative service strategies to improve customer experience and engagement.
- Evaluated data to identify trends and determine customer service needs.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Developed innovative sales and marketing strategies to facilitate business expansion.
- Monitored key business risks and established risk management procedures.
- Communicated business performance, forecasts and strategies to investors and shareholders.
Education
BA - Business Management
University of Kaiserslautern
Kaiserslautern GermanySkills
Additional Skills:
- Microsoft Office to include but not limited to Excel, PowerPoint, Access Project Management, Vinsolutions, Dealertrack, V-Auto, Fundraising, Quality Assurance, Account Management, Team Leadership, Payroll, Training, Strategic Planning, Analytical, Process Improvement, Accounting to include but not limited to Budgets, Payroll, Departmental Budgets Fair Debt Collection Practices Act, Human Resource Policies, Public Speaking Social Media Marketing, Nonprofits, Startups Call Center Start up, Outsourcing Consulting
- Business Analysis
- Interpersonal Communication Skills
- Customer Interaction
- Performance Tracking and Evaluations
- Consultative Sales Approach
- Sales Goal Achievement
- Key Performance Indicators (KPIs)
- Improve Policies
- Call center operations
- Outbound sales calling
- Sales calls
- Call management software
- High-volume call centers
- Call center customer service
Languages
English
Native or Bilingual
German
Limited Working
Timeline
Call Center Manager/ Director of Sales
Ferman Automotive Group
04.2018 - Current
Training Sales Representative, Corporate Management Training Consultant
Owner Connect
01.2016 - 04.2018
Vice President
Air Force Angels
02.2009 - 12.2016
Call Center/Training Director
Netpliance Inc
09.1999 - 03.2009
BA - Business Management
University of Kaiserslautern
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