Jacob Hill
Web Sales & Support Supervisor
Tempe,Arizona
Summary
Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field.
Overview
1
1
year of professional experience
Work History
Customer Relations Supervisor
Open Network Exchange
04.2024 - Current
- Participated in recruitment efforts for Customer Relations team positions, contributing toward building a highly skilled workforce.
- Increased efficiency within the customer relations team by implementing innovative solutions for common challenges faced during daily operations.
- Enhanced customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Reduced customer complaints by proactively identifying areas of improvement and implementing changes accordingly.
Sales Chat Supervisor
Open Network Exchange
06.2023 - Current
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
Chat Vendor Manager
Open Network Exchange
08.2023 - 01.2024
- Implemented continuous improvement initiatives within the vendor management function, driving operational excellence throughout the organization.
- Established clear performance metrics for vendors, enabling data-driven decision-making during supplier evaluations and negotiations.
- Reduced costs by identifying opportunities for consolidation of services and strategic partnerships with key suppliers.
- Navigated a platform migration in 48 hours which took an experienced vendor manager months.
White Glove Supervisor
Open Network Exchange
05.2023 - 07.2023
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
Inbound Pilot Supervisor
Open Network Exchange
04.2023 - 04.2023
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
Junior Sales Trainer
Open Network Exchange
03.2023 - 04.2023
- Established clear expectations for desired outcomes at the onset of each course module or workshop session.
- Collaborated with sales leaders to align training initiatives with strategic business goals.
- Reduced time spent in the field by creating efficient role-play scenarios for realistic practice during training sessions.
Outbound Sales Representative
Open Network Exchange
03.2023 - 03.2023
- Assisted in the development of new marketing materials that showcased product benefits effectively to potential clientele.
- Exceeded personal sales goals by leveraging persuasive communication skills and product knowledge expertise.
- Enhanced team performance through constructive feedback during regular meetings, fostering a positive work environment conducive to success.
- Utilized CRM systems for tracking leads, managing customer information, and prioritizing daily tasks efficiently.
Skills
Delegation and Supervision
Training and coaching
CRM software proficiency
Training programs
Training and mentoring
Call Documentation
De-Escalation Techniques
Direct Sales
Proficient in CXone
Proficient in POLAR
Proficient in Digital Environment
Timeline
Customer Relations Supervisor
Open Network Exchange
04.2024 - Current
Chat Vendor Manager
Open Network Exchange
08.2023 - 01.2024
Sales Chat Supervisor
Open Network Exchange
06.2023 - Current
White Glove Supervisor
Open Network Exchange
05.2023 - 07.2023
Inbound Pilot Supervisor
Open Network Exchange
04.2023 - 04.2023
Junior Sales Trainer
Open Network Exchange
03.2023 - 04.2023
Outbound Sales Representative
Open Network Exchange
03.2023 - 03.2023