JOSIE ALEMANY
Los Angeles,CA
Overview
10
10
years of professional experience
Work History
Call Center/Customer Service Manager
Sunbit
Los Angeles
08.2019 - Current
- Mentored and trained new employees on company policies and procedures
- Provided support for customers by addressing complaints quickly and efficiently, displaying exceptional customer service skills
- Managed daily operations including scheduling and budgeting, exhibiting excellent multitasking capabilities
- Orientated and trained employees, encouraging confidence and helping individuals adapt faster to job roles
- Monitored team productivity and performance to support goals
- Coached and motivated team, driving sales and delivering exceptional customer service
- Utilized strong analytical and problem-solving skills to address operational issues
- Communicated plans and actions to meet departmental goals
- Offered constructive feedback to team members, boosting overall job performance.
Inside Sales Director
Customer Service Manager
Charter Communications/TWC
Los Angeles
07.2015 - 05.2019
- Trained new hires on company policies, procedures, products, services, and pricing structures
- Prepared daily reports summarizing sales activities for management review
- Conducted regular meetings with inside sales staff to review performance metrics and provide guidance on key selling techniques
- Increased sales by upselling packages or new products to existing and new customers
- Utilized CRM software to track sales performance metrics and monitor team progress against goals
- Monitored customer preferences to determine focus of sales efforts
- Resolved customer service issues quickly and efficiently by responding promptly to inquiries from internal departments
- Held one-on-one and group meetings to help motivate and discuss positive or negative customer feedback with sales associates
- Input positive and negative customer feedback into database to improve customer service and insides sales product knowledge
- Implemented bonus system to reward employees for achieving sales goals
- Performed quality assurance checks on all outgoing orders before finalizing them for shipment
- Managed sales team to consistently achieve growth and hit sales targets
- Developed sales team through motivation, counseling and product knowledge education
- Formulated long-term objectives while managing day-to-day operations
- Mentored and coached staff members, enabling them to reach their highest potentials
- Provided leadership in times of crisis or change initiatives
- Established performance metrics to track progress and success of initiatives.
Timeline
Call Center/Customer Service Manager
Sunbit
08.2019 - Current
Customer Service Manager
Charter Communications/TWC
07.2015 - 05.2019