Jeffrey Scifres
Nashville,TN
Summary
Dedicated and results-driven professional with extensive experience in Call Center Management, Sales Leadership, and Customer Satisfaction. Proven ability to solve complex problems, manage high-performing teams, and drive significant improvements in sales and service metrics.
Overview
8
8
years of professional experience
Work History
Operations Manager - Retention & Escalations Dept.
Urbanex Pest Control - Contact Center
03.2024 - Current
- Supervised a department of 10-25 call center agents overseeing both inbound and outbound calls. Managed team performance ensured adherence to service standards, and adapting staffing levels based on business needs.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Ensured the department consistently met company-specific KPIs, including Handle Time, Service Level, Cancellation Rates, and Retention Rates, by monitoring performance metrics and implementing strategic improvements.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed and resolved customer escalations with professionalism and efficiency, ensuring timely and satisfactory resolutions to enhance customer satisfaction and loyalty.
Business Development Manager
Lyneer Staffing Solutions Inc.
02.2023 - 03.2024
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.
- Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
- Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
- Boosted branch revenue by 15% through strategic networking and relationship-building with local businesses, enhancing community engagement and driving new business opportunities.
- Represented company and promoted products at conferences and industry events.
Retail Store Manager
AT&T Retail Store
04.2021 - 09.2022
- Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
- Completed routine store inventories.
- Implemented weekly 1-on-1 meetings with sales representatives, resulting in a 22% improvement in customer satisfaction, a 12% increase in new activations, and a 10% rise in broadband sales.
Retention and Sales Supervisor
AT&T
10.2016 - 04.2021
- Supervised a department of 15-30 Call Center agents, overseeing both inbound and outbound call operations.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
- Collaborated with corporate training staff to refine training curriculum, ensuring new hires were well-prepared and able to contribute effectively from day one.
Education
Associate of Arts - Communications
Roane State Community College
Oak Ridge, TNHigh School Diploma -
Sweetwater High School
Sweetwater, TN05.2011
Skills
- Problem-Solving
- Team Leadership
- Employee relations and conflict resolution
- Staff Management
- Inventory Management
- Performance monitoring
- Policies and procedures implementation
Timeline
Operations Manager - Retention & Escalations Dept.
Urbanex Pest Control - Contact Center
03.2024 - Current
Business Development Manager
Lyneer Staffing Solutions Inc.
02.2023 - 03.2024
Retail Store Manager
AT&T Retail Store
04.2021 - 09.2022
Retention and Sales Supervisor
AT&T
10.2016 - 04.2021
Associate of Arts - Communications
Roane State Community College
High School Diploma -
Sweetwater High School
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