Ellen Shieh

• Trained and developed new hires weekly on electronic payments, point-of-sale, scripting, and wholesale direct pricing through Fiserv and Clover
• Created and reviewed performance goals on a daily and weekly basis for individual team members based on key performance indicators (KPIs) such as call quality and sales
• Performed sales administrative work such as e-signatures, documentation, sales records, and finalizing merchant accounts
• Led weekly team meetings to communicate updates on department policies and changes along with science-based behavioral changes
• Assisted with hiring processes by conducting interviews/screenings of potential candidates for open positions within the call center department
• Managed scheduling for both opener and closer positions to ensure optimal staffing at peak hours

• Closed over $100,000 worth of debt in a week for Elite Legal Practice, Cordoba Legal, Centerpointe, and Consumer Legal Group
• Handled and maintained high volumes of calls with follow-ups and inbound leads
• Won bonuses consistently for closing the first sale of the day and being the top closer
• Analyzed credit reports and utilized multiple CRMs like Debt Pay Pro, Connex, and Vici Dialer
• Assisted with training teams and new-hires
• Developed and implemented sales strategies to increase profits.

• Named "Top 10 Sellers" at FCG for consistently high revenue and was promoted in 8 days from hire date
• Lead and trained sales account managers servicing AT&T customers
• Developed customer relationships to uncover customer needs and provide accurate price quotes
• Engaged with 150 cold leads in both English and Mandarin daily to build rapport and loyalty.
• Maintained calm and upbeat demeanor in busy, high-stress situations

• Directed 8 teams of therapists for to properly identify disabilities and remediation strategies
• Increased and evaluated staff work performance by initiating 1:1 performance check-ins
• Accelerated 3-month task analysis program to 100% success within first week of implementation
• Consulted families with research-based behavior intervention programs

• Connected individuals with available and relevant resources for 2 major hospitals
• Created marketing flyers for intensive outreach programs, open houses, and in-services
• Lead facility tours and event planned for potential hospital partners
• Raised awareness for behavioral health services via cold calling and door to door sales

• Boosted social media engagement by 80% and utilized effective SMS marketing methods via Klayvio, Attentive, and PushOwl
• Translated Mandarin copy and composed English advertising copy for Amazon, Shopify, and Bed Bath & Beyond, adhering to the overarching brand identity and personality
• Accumulated 2,000 views utilizing backlink strategies via scientific, behavior analysis blogs and Quora
• Increased brand awareness via affiliate marketing and personal relationships with 38 influencers, schools, and organizations
• Acquired 3x influencer content KPI
• Managed giveaway event logistics, organized, and personally delivered superior customer service