Summary
Overview
Work History
Education
Skills
Timeline
Generic

LANICKIA R. DENNIS

The Woodlands,TX

Summary

Seasoned Sales Project Manager with 12 years of experience in needs analysis, project scoping, business modeling, and performance metrics development. Proven ability to foster change through the development of innovative plans and frameworks.
Passionate about emerging technologies and dedicated to exceeding expectations to reduce costs, improve efficiencies, and increase revenues.

Overview

17
17
years of professional experience

Work History

Customer Service Representative

Sutherland Global
07.2024 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.

SALES LEADER

Millennial SERVICES
01.2018 - 07.2024
  • Conducted strategic market and competition demographic analysis to understand the current market position and implemented proactive sales strategies, resulting in routinely meeting and exceeding monthly sales quota.
  • Established training strategies to improve the sales force's deficiencies, resulting in a 10% increase in sales performance.
  • Partner closely with executive sales representatives to verify the timely delivery of products and within the customer's specifications.
  • Develop relationships with clients to verify 90%+ satisfaction with service and experience.
  • Steer the sales teams to meet the company's sales goals and quotas while maintaining excellent customer service, building customer trust and rapport, and creating repeat sales.
  • Manage five teams with eight team members and verify that hourly sales goals are attained by adapting to fluctuating traffic trends and maximizing sales throughout the day.
  • Utilize reports to analyze, identify opportunities, and execute parts to exceed sales budget and KPIs.
  • Created a competitive, learning-based, empowering, and fun environment that changed the service culture throughout and verified a 90%+ Quality Assurance score.
  • Responded to 50+ outbound calls daily to identify needs and requirements to prioritize for business development, and enhanced the agents' sales when they almost lost a campaign.
  • Monitored chats and calls to verify that the members maintained 100% compliance with client expectations.
  • Planned, coordinated, and facilitated weekly skype meetings with team members to exercise the ability to improvise and improve procedures, hence meeting demanding client deadlines, expectations, and performance.

ADMINISTRATIVE ASSISTANT

AXLEY & ROADE
01.2016 - 01.2018
  • Developed and maintained administrative processes, including handling a multi-line phone, faxing, scanning, and distributing mail to achieve organizational objectives and keep 100% office efficiency.
  • Scheduled appointments for consultations and prioritized work to meet department needs while exercising proper judgment in making decisions.

SALES LEADER

ETECH
01.2008 - 01.2016
  • Updated teams on the set goals for the day/week/month and followed through, yielding a 20-25% improved work performance and long-term business success.
  • Reviewed performance with team members, and developed coaching sessions that increased engagement by 44%, consistently meeting individual targets and goals.
  • Completed PowerPoint presentations on Weekly, Quarterly, and Yearly overview in Excel to guarantee the availability/accessibility of a stats/sale file for easy review.
  • Formulated copies that updated all leaders and team members on processes and consistently met and exceeded company and client expectations and goals daily, monthly, and yearly.
  • Maintained agents' schedule adherence and monitored pay and hours to verify timely and accurate payments.
  • Facilitated weekly meetings for the 40 team members to review performance and maximize efficiency, resulting in decreased workplace conflicts.
  • Collaborated with the management team to create and post weekly and monthly reports for leadership and administrative units and liaised between all departments to verify proper communications and reporting practices.
  • Promoted organizational success by managing daily operations and special projects that included training team members to guarantee a successful transition to the production floor.

Education

Associates - Accounting

Everest Institute

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Call center experience

Timeline

Customer Service Representative

Sutherland Global
07.2024 - Current

SALES LEADER

Millennial SERVICES
01.2018 - 07.2024

ADMINISTRATIVE ASSISTANT

AXLEY & ROADE
01.2016 - 01.2018

SALES LEADER

ETECH
01.2008 - 01.2016

Associates - Accounting

Everest Institute

Similar Profiles

CREATE PROFILE