Summary
Overview
Work History
Education
Skills
Accomplishments
Social Media
Interests
Languages
Timeline
Generic

Jessica Darby

Cortland,OH

Summary

Experienced Director of Operations Management with a strong background in startups, recruiting, employee training, and senior supervision. Possessing exceptional business acumen in sales, team building, department development, operational efficiency, and customer success.

A respected career has honed my abilities to envision and seize business opportunities that drive significant growth across all operations. Well-defined short- and long-term goals are executed by building teams that implement clear objectives with accountability, dedication, and enthusiasm.

Excel at influencing and motivating others, serving as an effective role model who demonstrates responsibility and accountability. Skilled at driving change and creating company cultures that promote the organizational mission and voice. Committed to continuous improvement by developing creative solutions and thrive in fast-paced environments.

Proven track record of driving efficiency and optimizing processes as an operations professional. Expertise lies in strategic planning, resource management, and continuous improvement. Strong emphasis on team collaboration and achieving results.

I'm ready to offer exceptional leadership and planning abilities to a new role, with a demonstrated expertise in cultivating and managing exceptional teams to meet and exceed demanding targets.

Overview

12
12
years of professional experience

Work History

Regional Sales Manager

CALLSOURCE
05.2024 - Current
  • Assist service departments gain revenue, retention, and source new customers as exclusive call center for Auto Dealers.
  • Expanded market share within the region by identifying growth opportunities and collaborating with cross-functional teams.
  • Achieved regional sales objectives by coordinating sales team, developing successful strategies, and servicing accounts to strengthen business relationships.
  • Developed and maintained positive relationships with clients in assigned sales territories.
  • Increased regional sales by implementing strategic marketing plans and nurturing key client relationships.
  • Managing sales process and driving revenue in the Automotive Industry & develop sales strategies
  • Onboarding and oversee customer relationships
  • Empower clients to manage performance and profitability.
  • Oversee and trained internal virtual business development professionals
  • Conduct Sales presentations
  • Develop actionable analytics to meet business objectives
  • Offer empowering strategies | facilitate call to appointment conversions | promote customer retention
  • Organized regular sales meetings, providing comprehensive updates on market trends, competitor analysis, and new product developments.
  • Negotiate Contracts
  • Increase connectivity, service absorption, scheduled appointments, and customer satisfaction
  • Finalized sales contracts with high-value customers
  • Managed accounts to retain existing relationships and grow share of business.
  • Using cutting insights, tools, and integrations to direct, understand and help implement connectivity
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Finalized sales contracts with high-value customers.
  • Participated in sales calls with direct reports to strengthen customer relationships and uncover possible opportunities for growth.
  • Collaborated with senior executives to evaluate performance in regional area and develop strategies to expand revenue generation.
  • Ensured customer satisfaction by addressing inquiries promptly, resolving issues, and providing exceptional service.
  • Enhanced overall customer experience by conducting regular account reviews, ensuring alignment with client objectives and company offerings.
  • Attended industry conferences and tradeshows to stay up to date with market trends and customer needs.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Implemented systems and procedures to increase sales.
  • Built relationships with customers and community to establish long-term business growth.

Assistant General Manager

Shenango Honda
02.2024 - 06.2024
  • Manage Internet service | Leads, processes, tasks Product Specialists
  • Research and understand planned direction for leads
  • Set goals
  • Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
  • Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
  • Enforced quality assurance protocols to deliver ideal customer experiences.
  • Institute weekly training
  • Collaborated with other department managers on cross-functional projects, fostering a cooperative atmosphere that drove overall organizational success.
  • Increased customer satisfaction by addressing and resolving concerns in a timely manner
  • Boosted team morale and productivity by implementing regular feedback sessions and recognition programs.
  • Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
  • Produce daily reports on new inventory, internet leads, and sold vehicles
  • Manage dealer trades on vehicles
  • Perform marketing to companies for fleet vehicles
  • Retraining of Product Specialists on CRM | Including authoring scripting
  • Establish planned lead retrieval
  • Reduced dealerships spend
  • Collaborate and incorporate lead sources using Cars.com, CarGurus & Auto Trader

Director of Call Center Operations | Project Manager | Business Development Manager | Operations Director

Greenwood Chevrolet
05.2013 - 02.2024
  • Project Managed our Call Center and Business Development departments with team building and leadership
  • Mentored team members through regular coaching sessions, fostering professional development and career growth opportunities within the company.
  • Oversaw financial management, including budgeting, forecasting, and expense tracking for the call center department.
  • Increasing overall productivity by 85% within the first year through strategic workflow optimizations
  • Implemented a targets sales training program, which boosted conversion rates by 75%
  • Liaised with IT software integration solutions, reducing call volume by 25% from duplicated calls
  • Developed performance metrics that enhanced individual accountability leading to a 15% increase in customer satisfaction scores
  • Recruited and mentored new agents, leading to a 45% decrease in onboarding time and increased efficiency
  • Conducted regular audits of calls handled by representatives in order to ensure adherence to internal policies as well as external regulatory requirements.
  • Pioneered a customer CRM Solution, enhancing data accuracy and accessibility for call center agents
  • Researched and hired third party vendors for CRM and Call Tracking and monitoring with my training expertise included
  • Facilitated the restructuring of agent compensation, which correlated with a 15% uplift in sales and retention
  • Implemented continuous improvement programs that led to a 5% month-over-month improvement in overall performance
  • Monitored spending & reporting, successfully reducing operational cost by 7% while maintaining service quality
  • Recognized multiple times by GM for creating successful Call Center Departments
  • Spearheaded a profit of $800,000 monthly for one store and $500,000 a month for our sister store
  • Created a recall hotline during General Motors multiple recalls starting with the Chevy Cobalt's in 2014
  • Instituted the processes for Internet leads, Cold Calling (outbound), Leasing prospects (customer retention), CSI process (customer support) Marketing on social media, email campaigns, email blast, mailers
  • Played a key role in launch of a new product line, providing critical insights through customer data and analytics
  • Collaborated with sales to design marketing techniques and coordinated and implemented campaigns for marketing
  • Implement decisions for fixing issues with coordinating and assigning task to mid and senior management
  • Developed and maintained strong partnerships with key stakeholders within the organization, facilitating collaboration on projects aimed at improving call center operations while also supporting broader company goals.
  • Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
  • Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
  • Finance Manager and negotiating contracts with banks
  • Completed projects within tight deadlines, coordinating team efforts and prioritizing tasks effectively.
  • Achieved significant improvements in project quality by establishing rigorous quality control processes.
  • Streamlined project initiation processes, enabling quicker transition from planning to execution.
  • Achieved high levels of team engagement and morale by promoting collaborative and inclusive work environment.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

Education

High School Diploma -

Struthers High
Ohio

Skills

  • Sales leadership
  • Strategic planning
  • Business development and planning
  • Revenue generation
  • Project management
  • Competitive analysis
  • Performance evaluations
  • Conflict resolution
  • Sales coaching
  • Operations management
  • Competitor analysis
  • Customer support
  • CRM software
  • Team recruitment and training

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Technology Integration
  • Creating full departments from inception to viable conclusions in marketing, cold calling, follow-up, up sales, customer retention, online websites, hotlines for recalls, social media, and continuous improvements.
  • Employee training on new CRM

Social Media

https://www.linkedin.com/in/jessica-darby-b1277757/

Interests

  • Fundraising Events
  • Volunteer Work

Languages

English
Full Professional

Timeline

Regional Sales Manager

CALLSOURCE
05.2024 - Current

Assistant General Manager

Shenango Honda
02.2024 - 06.2024

Director of Call Center Operations | Project Manager | Business Development Manager | Operations Director

Greenwood Chevrolet
05.2013 - 02.2024

High School Diploma -

Struthers High

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Jessica Darby