LaQuetta Owens
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
19
19
years of professional experience
1
1
Certification
Work History
Manager Customer Service Center
National Life Group
05.2021 - Current
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Controlled costs to keep business operating within budget and increase profits.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
Operations Manager Call Center
New York Life Insurance
05.2016 - 01.2021
- Improved operational efficiency by streamlining processes and implementing cost-saving measures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Sales and Customer Service Director
Community Dental Partners
08.2013 - 02.2016
- Led a high-performing sales team through effective coaching, mentoring, and performance management strategies.
- Enhanced customer satisfaction with a focus on fostering long-term relationships, consistently addressing client needs, and providing exceptional service.
- Fostered a culture of continuous improvement within the sales department, regularly organizing workshops and skill-building sessions for employees at various levels of expertise.
- Boosted profits through effective supervision of entire sales department.
- Boosted sales revenue by developing and implementing strategic sales plans and initiatives tailored to the organization''s goals.
- Launched successful marketing campaigns that generated an influx of qualified leads for the sales team to pursue further.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
Contact Center Sales Supervisor
Smile Brands Inc.
10.2010 - 08.2013
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
- Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
- Conducted regular performance evaluations, identifying areas for improvement and implementing necessary action plans.
Director of Sales Operations
Bellacino's
01.2005 - 08.2009
- Increased franchise revenue by implementing innovative marketing strategies and promotional events.
- Streamlined operations for improved efficiency by investing in advanced technology and staff training programs.
- Established strong relationships with local businesses to foster community support and drive foot traffic to the franchise location.
- Recruited and trained high-quality staff, resulting in increased customer satisfaction and loyalty.
- Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
- Worked with marketing teams to create print and online advertisements to bring in new customers.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
Education
Bachelor of Science - Business Administration
Columbia College
St. Louis, MOSkills
- Team Leadership
- Verbal and written communication
- Staff Training and Development
- Sales management
- Lead Generation
- Customer Service
- Goal Setting
- MS Office
- Sales Techniques
- Time Management
- Complex Problem-Solving
Certification
- Real Estate License - 2019
- Certified Professional Business Coach - Institute for Professional Excellence in Coaching (iPEC) - 2017
Timeline
Manager Customer Service Center
National Life Group
05.2021 - Current
Operations Manager Call Center
New York Life Insurance
05.2016 - 01.2021
Sales and Customer Service Director
Community Dental Partners
08.2013 - 02.2016
Contact Center Sales Supervisor
Smile Brands Inc.
10.2010 - 08.2013
Director of Sales Operations
Bellacino's
01.2005 - 08.2009
Bachelor of Science - Business Administration
Columbia College