Katrina Thomas
Collierville,TN
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
Work History
Call-center-manager
Terminix Corporate
Memphis, TN
03.2014 - Current
- Established and oversaw performance targets for call center associates.
- Determined quality assurance benchmarks and set standards for improvement.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Established relationships and touch points with clients to promote retention.
Manager of Business Development and Sales
Dollar General Distribution Center
Dallas, GA
02.2010 - 02.2014
- Developed deep understanding of customer needs, priorities and pain points to deliver customized service.
- Collaborated with sales, marketing and other internal teams to meet shared goals.
- Formulated well-defined action plan to prioritize potential clients and achieve and exceed objectives.
- Conducted market research to discover new leads, opportunities and messaging.
- Created and executed outbound demand generation campaigns, calls and emails to deliver qualified leads for sales team.
- Built relationships with customers and community to establish long-term business growth.
- Liaised with external stakeholders to form strategic partnerships with prospective clients.
Education
Bachelor of Science - Computer Software And Media Applications
Colorado Technical University
Colorado Springs, CO07.2016
Skills
- Inventory Accuracy
- Technical Proficiency
- Employee Performance Reviews
- Call Center Software
- Managing Operations and Efficiency
- Client Satisfaction
- Motivational Leadership
- Data Accuracy
- Key Performance Indicators (KPIs)
- Continuous Quality Improvement (CQI)
Languages
Spanish
Timeline
Call-center-manager
Terminix Corporate
03.2014 - Current
Manager of Business Development and Sales
Dollar General Distribution Center
02.2010 - 02.2014
Bachelor of Science - Computer Software And Media Applications
Colorado Technical University
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