Joy Perry
Roswell,GA
Summary
Accomplished Inbound Sales Supervisor with over 6 years of comprehensive experience in sales operations, team leadership, and customer service excellence within Comcast Cable. Proven track record of enhancing sales performance, operational efficiency, and customer satisfaction. Skilled in mentoring teams, optimizing sales procedures, and leading customer experience initiatives. Demonstrates exceptional problem-solving, communication, and project management abilities.
Overview
9
9
years of professional experience
Work History
Inbound Sales Supervisor
Comcast Cable
Centennial, CO
08.2021 - Current
- Led the development and optimization of sales procedures, significantly improving operational efficiency and sales outcomes, while ensuring compliance with regulatory standards
- Spearheaded NPS initiatives to enhance resolution processes and gather proactive customer feedback, implementing quality audits to maintain high customer service standards
- Fostered a collaborative team environment, encouraging solution development and decision-making
- Continuously evaluated and refined processes, initiating programs that enhanced efficiency and reduced employee churn
- Directed the onboarding and continuous training of team members, updating the knowledge base to ensure excellence in sales performance
- Mentored staff to achieve peak performance
- Provided comprehensive support across sales and project assignments, guiding junior staff, and contributing to business-aligned initiatives.
Supervisor, Customer Technical Support (IP)
Comcast Cable
Centennial, CO
01.2017 - 08.2021
- Provided coaching and feedback to motivate and inspire agents, focusing on improving both the employee and customer experience through routine team huddles and reviews
- Implemented systems, policies, and procedure changes to optimize operational effectiveness
- Effectively onboarded new agents, promoting a team-oriented work environment
- Demonstrated critical thinking and decision-making skills as an embedded supervisor, enhancing team cohesion and performance.
Order Management Coordinator
Comcast Cable
Centennial, CO
01.2015 - 01.2017
- Delivered advanced technical assistance for troubleshooting, facilitating the successful completion of customer orders by assigning and reassigning orders as needed
- Supported agents with inquiries, managed absent agents’ pipelines, and resolved order issues, fostering a sense of ownership within the team
- Trained agents on new processes and actively participated in monthly leadership meetings, contributing to the continuous improvement of team performance and customer satisfaction.
Education
Community College of Aurora
Aurora, CO05-2013
Skills
- Sales Operations Management
- Team Leadership and Development
- Customer Experience Enhancement
- Process Optimization and Efficiency
- NPS Initiatives and Quality Audits
- Training and Mentorship
- Project and Operational Support
- Excellent Communication and Decision-Making
- Sales Coaching
Timeline
Inbound Sales Supervisor
Comcast Cable
08.2021 - Current
Supervisor, Customer Technical Support (IP)
Comcast Cable
01.2017 - 08.2021
Order Management Coordinator
Comcast Cable
01.2015 - 01.2017
Community College of Aurora