IAN DODGE

COLTON,CA

Summary

Dynamic operations leader with a diverse background in customer service, quality control, and team management. Experience in driving campaign success and improving workflow efficiency across various roles. Ability to adapt and thrive in changing environments while fostering effective communication and collaboration among teams.

Overview

2027

years of professional experience

Work History

Sales Manager / Quality Control

UPA COLLEGE PREP

Rancho Cucamonga, CA

06.2017 - Current

Managed sales representatives while providing daily support to employees and customers to enhance service delivery.
Launched new campaigns and coordinated implementation across regions by assigning campaigns, distributing leads, and implementing revised scripts to drive engagement.
Manage and support CRM systems and predictive dialing platforms used by sales and support teams.
Coordinate training, employee onboarding, staffing needs, and changing priorities in a fast-paced business environment.
Hire, train, and manage employees while providing ongoing coaching and support.
Handle customer support and resolve issues while maintaining professional communication with customers and staff.
Perform quality-control reviews and verify customer and account information for accuracy.
Established new office operations by setting up CRM systems, organizing leads, coordinating office infrastructure, and hiring and training staff to align with company goals.
Supported payroll operations to maintain compliance with company policies. and other administrative responsibilities.

Sales / Team Lead

EBROKER CENTER

Rancho Cucamonga, CA

09.2016 - 06.2017

Connected prospective customers with insurance products suited to their needs.
Handled inbound customer calls, delivering tailored information to meet individual customer needs.
Resolved customer and agent issues swiftly in a fast-paced call environment.
Trained new hires and provided ongoing support to team members.
Managed CRM information, supporting agents with customer and account inquiries.

Verification Manager

BSI MERCHANT SERVICES

San Bernardino, CA

04.2014 - 09.2016

Verified new business accounts for accuracy and compliance.
Managed agents in establishing and upgrading merchant-service accounts, ensuring timely and accurate setup.
Coordinated information flow among agents, customers, and internal support to guarantee accurate account completion.
Provided merchant support involving processing services, equipment, and compliance requirements.
Assisted agents with account-related questions and customer issues.

Electrician's Helper

Acquired practical experience in electrical work environments and tools. with electrical work environments, tools, materials, and job-site conditions through skilled-trade experience.
Assisted electricians with installation and maintenance of wiring systems.
Maintained tools and equipment to ensure safe operation on job sites.
Supported troubleshooting of electrical issues under supervision.

Education

Associate of Arts - Communications

Bunker Hill Community College

Charlestown, MA

05-2006

Culinary Arts Certificate - Culinary Arts

South Shore Regional Vocational School

Hanover, MA

06-2003

Skills

CRM management
CRM software
CRM strategy development
Customer relationship management
Sales process
Campaign coordination
Sales training programs
Sales team training
Sales coaching
Team leadership

Negotiation strategies
Project negotiations
Territory sales management
Strategic partnerships
Profitability optimization
Problem solving
Time management
Communication skills
Closing strategies

Timeline