Summary
Overview
Work History
Education
Skills
Timeline
SalesManager
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Your Name

Summary

Experienced Sales Manager and Business Development Professional with a demonstrated history of working in healthcare, sales & growth, recruiting, and customer service-oriented environments. I have a proven, successful track record working across multiple lines of business, winning multiple performance-based awards. As a top producer, I always go above and beyond what is required of my role. I am a proven leader and developer of high performing sales teams internally and externally based.

Overview

18
18
years of professional experience

Work History

Director, Client Services

Care Advantage, Inc
, DE, NC
08.2020 - Current
  • Utilize staffing and reporting software (eRSP), training others as needed manage prospects and existing clients to ensure information is updated accordingly and task are assigned to proper workflow
  • Generate daily and weekly reports, analyze data, and present relative metrics to senior leadership
  • Preserve data integrity with regard to ERM input, tasking, and associated communications
  • Collect information on incoming Medicaid client needs and assign task to branch
  • Liaise with operational teams throughout footprint, including daily stand up to ensure follow-up and reminders are in place to prevent overdue task, improper prosect management, new directives, and pricing on regions as well as operational updates
  • Ensure that the Client Service Team maintains a collaborative relationship with operations, sales, and clinical teams
  • Uphold that all team members are focused on high-level customer service, possess a sense of urgency, and practice excellent communication, providing constructive feedback and additional training when necessary
  • Provide guidance, direction, and motivation to internal office staff to include setting expectations, driving business outcomes, creating a collaborative environment
  • Utilize progressive discipline when appropriate to include difficult conversations pertaining to corrective action plan providing team members with the support needed to be more successful in their role
  • Onboard, train, and develop new team members
  • Maintain the highest level of customer service focus, sense of urgency, and knowledge of programs and services
  • Communicate kindly, ease stress for caller and provide reassurance for escalated calls
  • Directly handle Continuum of Care referrals, follow-up, and document in meticulous detail

Executive

Placements, LLC
03.2018 - 08.2020

Executive Resolutions Principal Coordinator

Capital One
Glen Allen, VA
07.2013 - 03.2018
  • Collaborated with the Consumer Financial Protection Bureau, Office of Comp Controller, Attorney
  • General's Offices, Local and State consumer protection agencies daily
  • Liaison between customers and government agencies to resolve disputes and request
  • Reviewed, created, and assigned casework for Executive Response Department
  • Provided explanation and detailed review of policies and procedures to Senior and Executive
  • Management Teams
  • Maintained communication with various lines of business to ensure all regulatory expectations were met
  • Conducted evaluation of Agent and Management calls to ensure no regulatory or business intent errors
  • Provided coaching and feedback to team members for process improvement

Sales Trainer/New Hire Manager

T-Mobile
Glen Allen, VA
12.2010 - 08.2013
  • Lead a team of approximately 15 new hires
  • Provide proactive account management and effective resolution to various customer concerns
  • Develop team of experts to reach career and organizational goals
  • Responsible for building effective working relationships, making sound decisions, successfully making changes, initiating action and achieving results
  • Meet and exceed objectives by providing effective feedback, coaching, and support
  • Minimized escalations through effective coaching and support
  • Displayed proper handling of escalated calls to achieve the right result
  • Effectively leveraged metrics to drive team performance using sound judgement and business acumen to balance metrics and resolve customer issues
  • Provide meaningful career and professional development for assigned employees, in partnership with leadership development staff
  • Coach and develop team of experts, including inspection and observation of behaviors and outcomes, actively engaging in day-to-day activities and being a trusted resource for team through hands on coaching strategies
  • Effectively used recognition, coaching, training, and other tools to lead team members and inspire high quality performance and employee retention
  • Coordinate, cooperate, and collaborate with other managers serving a shared customer base to ensure a seamless customer experience

Senior Project Coordinator

Glen Allen, VA
04.2011 - 09.2012
  • Assist customers with technical issues, billing disputes, phone upgrades, and account changes
  • Responsible for maintaining and improving Call Retention Time, Sales per Hour, Renewals, Customer
  • Satisfaction, 48-hour customer call back deadlines
  • Consistently ranked number 1 out of 650 employees for Sales, Contract Renewals, and call back avoidance for
  • (Monthly recognition 17 months straight)
  • 2011 & 2012 In Crowd Winner-ranked as top 40 overall in Eastern Region
  • Won the T-Mobile Supercharge Data Challenge 2012 Richmond Office, highest data feature sales
  • 1 of 20 people to represent the Eastern Region in National Challenger Strategy Conference

Store Manager

The Vitamin Shoppe
05.2008 - 12.2010

Security Forces Specialist

United States Air Force
San Antonio, TX
09.2005 - 05.2008
  • Provide force protection duties, guarding weapons, air bases and Air Force personnel from possible dangers
  • Secure the perimeter of base, perform regular visual checks of certain areas of base or visiting personnel
  • Responsible for performing life-saving procedures, like CPR, when acting as first-responder to an accident or disaster situation
  • Integral member involved in planning and implementing security policies and procedures
  • Oversee and provide guidance or assistance to commanders and supervisors
  • Train other security forces personnel
  • Inspect and evaluate other personnel, analyzing any resulting reports or statistics
  • Trained military working dog teams as part of daily operations to include training the dogs in intruder control and hold training
  • Maintained all training records
  • Responsible for ensuring the health and welfare of the dogs

Client Services Manager

, DE
  • VA, NC
  • Provide total organization and management for all Central Intake activities based on current policies and procedures
  • Obtain and complete all client orders, to include appropriate paperwork regarding pertinent patient information for the patient record
  • Ensure accurate data input for sales credit into staffing system
  • Stay abreast of new clients, client concerns, and changes in provided services
  • Properly inform Home Health Director and leadership of all necessary information pertaining to the above duties
  • Assign appropriate team member for client follow-ups
  • Liaise between clients and office team members, to foster successful, smooth relationships
  • Guarantee all prospects receive weekly follow-up calls to ensure close to admission
  • Obtain and review reporting metrics from office and central intake On-Call employees
  • Ensure availability of each Home Health Directors is obtained properly
  • Daily record tracking and data management obtained prior to close of each business day
  • Assist Divisional Director of Sales or and Senior Administrator with the organization of prospect and new admission activities
  • Assist with sales marketing activities as needed

Business Development Manager

, AZ
  • Develop and foster strong relationships with large, established companies throughout the greater North
  • Carolina area
  • Partner with organizations seeking qualified individuals for a multitude of positions
  • Coordinate with these companies by being an ambassador for excellence to fulfill the commitment to each market environment

Recruiting Specialist

, AZ, FL
  • Responsible for identifying the market’s best talent to work for local and nationwide partner organizations
  • Conduct and monitor six-step candidate vetting process, phone screen, face to face interview, certification process, reference and background checks, as well as drug screening
  • Primary areas of focus include sales & marketing, information technology, and call center/ customer services
  • Utilize the industry’s first specialized, video technology within the robust candidate screening process
  • Liaison and extension to over 70 company Human Resource departments to provide a continuous flow of qualified candidates
  • Place quality candidates in life-long, career-oriented positions; successfully assisting corporate partners expansion initiatives by filling critical, organizational needs

Value Recovery Senior Coordinator/Legal Front End Senior Recoveries Coordinator

High

Servicemember Civil Relief Act Process Coordinator

Chester, VA
  • Managed a case load of 250-300 charge off collections accounts that were at least 180 days past due
  • Track and maintain a portfolio over 1,000,000.00 to establish payment in full, developing monthly payment options or settlements
  • Utilize active listening skills to meet each individual customer in their specific situation, use empathy and concern to foster development of creative strategies for repayment of debt
  • Generate and dispatch Payment In Full communications, Settlement Offers and urgent lender letter requests
  • Maintained 25-30 new accounts weekly with an average revenue of 150,000.00 with outstanding balances ranging from 5,000.00 to 40,000.00
  • Enterprise

Specialist Team Lead

Glen Allen, VA
  • Educated military qualified customers on special terms, percentage rates, and conditions they qualified for regarding credit worthiness
  • Provided detailed explanation of government regulatory requirements of benefits to customers while easing potential tension and confusion
  • Projectized utilization of backlog reports navigating multiple systems and coordinating with the Department of Defense on a regular basis to confirm that certain accounts met regulatory guidelines
  • Manually applied benefits when applicable
  • Issued retroactive repayment to credit eligible service member accounts for interest over 4% to include past due fees and annual membership fees accrued during eligibility period
  • Servicemember Civil Relief Act Benefits Enrollment

Lead, Bank Service Specialty Coordinator

Glen Allen, VA
  • Outbound call campaign to service accounts that were potentially eligible for additional benefits
  • Guide clients through application process and set expectations of turnaround times
  • Train new hires and visiting senior management by conducting side-by-side shadowing to show call flow, verification process, proper scripting and routing if needed
  • Managed escalation calls, working with client to abate concerns through active listening, empathy, positive tone, and demeanor
  • Provide fact based next step solutioning to consumers
  • Card, Assist clients with credit card questions, billing inquiries, and account information updates
  • Accurately updated personal and sensitive information in a professional manner
  • Balances all metrics to include Net Promoter Score and Average Handle Time
  • Followed regulatory guidelines with no critical errors and customer resolution satisfaction
  • Provided exceptional customer service and one call resolution with minimal delays utilizing system network guides to ensure all information was correct

Lead, Key Holder

Glen Allen, VA
  • And manage a store to meet or exceed financial goals in a manner that is consistent with Branded
  • Customer Experience
  • Recruit, train and developed a team of highly qualified sales associates

Assistant Store Manager, Support Center, Assistant Store Manager/ Trainer

Glen Allen, VA
  • Through active and strategic recruiting and internal succession planning
  • Represented the Vitamin Shoppe brand to customers and staff
  • Establish models and reinforce an outstanding Branded Customer Experience (customer service) through proper engagement and selling techniques to achieve or exceed financial goals
  • Develop and maintain sales plans
  • Use product information and available resources to educate customers and assist them in making product selections that are right for them
  • Deliver friendly and prompt service to minimize customer wait time and maximize availability
  • Maintain a professional and courteous relationship with customers and co-workers to fosters a positive work environment
  • Build and develop a succession plan for Assistant Store Managers, Key Holders, and Sales Associates
  • Ensure team growth opportunities are available; help individuals overcome obstacles to learning
  • Prepare and deliver performance appraisals; create goals and implement learning plans to develop each team member
  • Coach all team members on performance, taking appropriate corrective action in accordance with company’s operational guidelines
  • Create schedules based upon workload planning and business needs
  • Manage payroll to established budget
  • Ensure execution of inventory management processes including product rotation, cycle count and annual inventory
  • Complete shipment processing in accordance with company standards
  • Maintain effective communication and partner with District Manager, Regional Director, Regional Human
  • Resources Manager, Responsible for driving sales through product knowledge and merchandising, perform operational duties to run the retail store
  • Actively seek information to understand customers’ circumstances, expectations and needs
  • Maintain a professional and courteous relationship with customers and co-workers that fostered a positive work environment, embrace diversity and support a culture of health, wellness and nutrition
  • Develop a team of qualified sales associates by participating in the interview and selection process
  • Ensure established sales associates achieve their goals and objectives through training and development
  • Conduct learning and development activities such as daily store meetings and all other training provided
  • Ensure store training, learning paths and modules are performed in a timely manner
  • Assist Store Manager in coaching and counseling all team members on performance
  • Use tactical and strategic planning when assisting in creating appropriate schedules and execution of workload
  • Ensure execution of inventory management processes including product rotation, the return of market withdrawals, document damages and expired products, complete cycle counts, zero on hand and annual physical inventory processes
  • Execute all company policies and objectives within the store, ensuring that the company brand is well
  • Lead the store in the absence of the store manager to include opening / closing, customer service, store maintenance and coaching / delegating to the team.

Education

Associates Degree - Business, Management, Marketing, Related SupportServices

J Sargeant Reynolds Community College
2003

Skills

  • Skills and Proficiencies
  • Soft Skills:
  • Active listening, collaboration, and engagement
  • Emotional intelligence to provide motivational learning environment
  • Time management
  • Adaptable to change and pivot when conflicting priorities arise
  • Strong interpersonal and communication skills
  • Growth mindset, thriving on challenges
  • Proficiencies:
  • Microsoft Office Programs
  • Sales tactics and approaches
  • Adobe Programs
  • Customer Relationship Management Programs

Timeline

Director, Client Services

Care Advantage, Inc
08.2020 - Current

Executive

Placements, LLC
03.2018 - 08.2020

Executive Resolutions Principal Coordinator

Capital One
07.2013 - 03.2018

Senior Project Coordinator

04.2011 - 09.2012

Sales Trainer/New Hire Manager

T-Mobile
12.2010 - 08.2013

Store Manager

The Vitamin Shoppe
05.2008 - 12.2010

Security Forces Specialist

United States Air Force
09.2005 - 05.2008

Client Services Manager

Business Development Manager

Recruiting Specialist

Value Recovery Senior Coordinator/Legal Front End Senior Recoveries Coordinator

High

Servicemember Civil Relief Act Process Coordinator

Specialist Team Lead

Lead, Bank Service Specialty Coordinator

Lead, Key Holder

Assistant Store Manager, Support Center, Assistant Store Manager/ Trainer

Associates Degree - Business, Management, Marketing, Related SupportServices

J Sargeant Reynolds Community College

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