Dusty Craig
Arkadelphia,AR
Summary
Personable Inside Sales Manager with 10 years of experience driving sales force expansion and performance excellence. Demonstrated talent for boosting client satisfaction and retention by evaluating service delivery and recommending improvements. Committed to generating profits by maximizing team efficiency and product knowledge.
Overview
10
10
years of professional experience
Work History
Inside Sales Supervisor
Verizon
09.2020 - Current
- Reviewed daily metrics of account executives to evaluate strengths and weaknesses.
- Developed comprehensive training program for new hires and provided informative onboarding materials.
- Tracked attendance of sales representatives, resolved escalated customer complaints and effectively handled multiple projects in fast-paced atmosphere.
- Oversaw team of 13 inside sales representatives and led staff to exceed sales goals.
- Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Developed and implemented strategies to increase sales and improve customer service.
Customer Pro Supervisor
Verizon
04.2019 - 09.2020
- Building, developing, and coaching of team of approximately 16 representatives.
- Providing ongoing sales training and support for your team to exceed sales, customer retention, and customer service targets.
- Reviewing live and recorded calls and appropriately coaching employees to help them achieve sales goals while delivering superior customer experiences.
- Developing and implementing sales tools and initiatives.
- Meeting and exceeding defined sales and retention objectives through ongoing virtual training, coaching, and monitoring of individual and virtual team performance.
- Assessing individual and virtual team performance and facilitating developmental plans to improve performance as necessary.
- •Monitoring daily, weekly, and monthly reports of sales results and activities to ensure sales, retention, and compliance targets are achieved
- Maintaining and growing existing customer base and managing churn.
- Ensuring that all customers and prospective customers are treated with highest levels of courtesy and professionalism.
- Resolving escalated customer inquiries and concerns in prompt and empathetic manner.
- Ensuring teams are staffed to optimal levels and motivating, coaching, and training employees to achieve commission-based performance targets.
- Maintaining knowledge of company and market promotional elements Remaining current on all wireless products and services, industry, and competitive trends and communicating this knowledge to others.
- Analyze performance results and provide recommendations to Marketing, Ops, and, Training for process and/or system enhancement opportunities.
- Managing virtual work environment within company guidelines to protect and secure company and customer information.
Home Based Agent Supervisor
Verizon
08.2018 - 04.2019
- Building, developing, and coaching of team of approximately 16 representatives. Provide Training to representatives on initiatives and changes in business.
- Reviewing live and recorded calls and appropriately coaching employees to help them achieve sales goals while delivering superior customer experiences.
- Developing and implementing tools and initiatives.
- Meeting and exceeding defined performance expectations through ongoing virtual training, coaching, and monitoring of individual and virtual team performance.
- Assessing individual and virtual team performance and facilitating developmental plans to improve performance as necessary.
- Monitoring daily, weekly, and monthly reports of sales results and activities to ensure sales, retention, and compliance targets are achieved.
- Maintaining and growing existing customer base and managing churn.
- Ensuring that all customers and prospective customers are treated with highest levels of courtesy and professionalism.
- Resolving escalated customer inquiries and concerns in a prompt and empathetic manner.
- Ensuring teams are staffed to optimal levels and motivating, coaching, and training employees to achieve commission-based performance targets.
- Maintaining knowledge of company and market promotional elements.
- Remaining current on all wireless products and services, industry, and competitive trends and communicating this knowledge to others.
- Analyze performance results and provide recommendations to Marketing and Training for process and/or system enhancement opportunities.
- Managing virtual work environment within company guidelines to protect and secure company and customer information.
Senior Manager
Verizon
06.2018 - 08.2018
- Provided strong leadership to enhance team productivity and morale.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Implemented and developed operational standards, policies and procedures.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Developed proposals and presentations for internal and external audiences.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Evaluated hiring, firing, and promotions requests.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Recommended and implemented successful strategies to maximize revenue.
Lead Supervisor
Verizon
04.2017 - 06.2018
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Learned every team members' role to offer skilled backup during shortages and high-volume periods.
- Delivered superior customer service in every interaction and skillfully resolved conflicts.
- Coordinated supervisory assignments to maintain strong front-line leadership over Customer Service operations.
- Helped deploy new products and processes by translating directives into effective policies for front-line workers.
- Deployed corrective actions quickly to maintain strong quality standards and protect consumers.
- Evaluated employee performance and coached and trained to improve weak areas.
- Achieved results by working with staff to meet established targets.
- Maintained compliance with company policies, objectives, and communication goals.
Customer Service Supervisor
Verizon
03.2014 - 04.2017
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Lead new hire teams to high success that turned into low turnover and high results for call center.
- achieved multiple lead supervisor opportunities where complex strategies were developed and implemented by partnering with all departments
Education
Bachelor of Science - Human Services
Henderson State University
Arkadelphia, AR05.2011
Skills
- Strategic Planning
- Proficient in assessing performance reporting
- Sales Management
- Sales Operation
- Deal Closing
- Leadership Development
- Sales Team Leadership
- Guitar Product Expert
- Customer Service Management
- Competitor Research
Timeline
Inside Sales Supervisor
Verizon
09.2020 - Current
Customer Pro Supervisor
Verizon
04.2019 - 09.2020
Home Based Agent Supervisor
Verizon
08.2018 - 04.2019
Senior Manager
Verizon
06.2018 - 08.2018
Lead Supervisor
Verizon
04.2017 - 06.2018
Customer Service Supervisor
Verizon
03.2014 - 04.2017
Bachelor of Science - Human Services
Henderson State University