Lina Ghazal
Stow
Summary
With over 15 years of experience in customer relationship management, tire manufacturing, sales call center operations, and digital transformation. Skilled in exceeding business objectives, maximizing profit margins, and delivering exceptional customer service. Recognized for building world-class teams.
Experienced in leading national sales teams to achieve business targets and expand markets. Proficient in driving revenue growth through strategic planning and client engagement, fostering team collaboration, and adeptly navigating industry shifts. Effective at revitalizing regional sales teams, increasing revenue, and continuously seeking improvement and leading national sales teams to achieve business targets and market expansion. Utilizes strategic planning and client engagement to drive revenue growth. Track record of fostering team collaboration and navigating industry shifts effectively.
Sales professional with keen eye for market trends and strategic growth opportunities. Proven ability to lead dynamic teams and drive significant revenue increases. Highly focused on collaboration and adaptability, ensuring seamless alignment with organizational goals and changing market conditions.
Overview
13
13
years of professional experience
1
1
Certification
Work History
National Sales Manager
KENDA RUBBER
12.2023 - Current
- Negotiated and closed agreements with large customers and monitored and analyzed performance metrics.
- Attended events, training seminars, and manufacturer product showcases.
- Achieved consistent year-over-year growth in both revenue generation and territory expansion through strategic planning and execution.
- Met with customers to give sales presentations, negotiate contracts and promote services.
- Delivered comprehensive sales presentations, showcasing the company''s products and services to secure new business contracts.
- Liaised with marketing and product development departments to maintain brand consistency.
- Developed and implemented effective sales strategies and led nationwide sales team members to achieve sales targets.
- Remained responsive to changing targets by preparing monthly, quarterly and annual sales reports and forecasts.
- Implemented data-driven decision-making processes for optimizing sales performance and targeting new opportunities.
- Oversaw annual budget planning for the national sales department, ensuring alignment with corporate objectives and resource allocation optimization.
Access Call Center Manager
Summa Health
01.2019 - 09.2023
- Company Overview: Summa Health is a nonprofit integrated healthcare delivery system in Northeast Ohio, United States.
- Hand-selected to oversee all aspects of day-to-day Access Call Center operations. Provide strategic direction and leadership to direct reports (Patient Access Liaisons) across 8 geographically dispersed locations. Champion success of the Summa Connect team by providing continuous training, coaching, and feedback.
- Saved $1M/year by ending contract with Sutter Health and bringing Call Center function in house.
- Improved abandonment rate by forming the company’s first Call Center (Summa Connect) team.
- Subsequent to establishing the first Summa Connect team, strategically grew team from 9 to 18.
- Boosted call capacity 100% for afterhours calls by centralizing team and moving to hybrid model.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
Telecom Supervisor
Summa Health
01.2017 - 01.2019
- Company Overview: Summa Health is a nonprofit integrated healthcare delivery system in Northeast Ohio, United States.
- Promoted to drive the strategic vision for the department, including communications, customer service, performance metrics, and reporting. Motivated and managed a talented team of 17 direct reports (Hospital Operators), including hiring, onboarding, training, and ongoing professional development.
- Strategically grew team from 9 to 17 Hospital Operators during a time of accelerated growth.
- Worked with AT&T, Verizon and T-Mobile to project manage DAS installation across the enterprise.
- Designed data-driven trends, which optimized call center productivity and metrics for success.
- Recipient of the ‘Care Award’ which was voted on by employees for having a caring attitude.
Telecom Specialist
Summa Health
01.2012 - 01.2017
- Company Overview: Summa Health is a nonprofit integrated healthcare delivery system in Northeast Ohio, United States.
- Initially joined company as a Billing Specialist and earned a performance-based promotion to Telecom Specialist. Inspired and led a high caliber team of 4 direct reports (IT Analysts and Telecom Engineers). Presided over and managed $1.3M telecommunications budget across the entire Summa Health enterprise.
- Championed move from analog (Avaya) to digital (Cisco) and converted analog files to digital.
- Reduced operating costs by working out provisions and negotiating fair contracts with vendors.
- Improved performance by resolving outage issues with vendors ensuring satisfactory service.
- Escalated all impending threats, risks, and blocks according to severity and business impact.
Education
Bachelor of Science (B.S.) - Communications
SAINT JOSEPH UNIVERSITY
Associate of Arts (A.A.) - Communications
SAINT JOSEPH UNIVERSITY
Skills
- Negotiation expertise
- Operations oversight
- Customer service expertise
- Performance assessment strategies
- Data analysis expertise
- Continuous Improvement
- Training & Development
- Sales leadership
- Networking expertise
- Sales strategies
- Account servicing
Certification
- Lean Six Sigma Black Belt
- Lean Six Sigma Green Belt
Timeline
National Sales Manager
KENDA RUBBER
12.2023 - Current
Access Call Center Manager
Summa Health
01.2019 - 09.2023
Telecom Supervisor
Summa Health
01.2017 - 01.2019
Telecom Specialist
Summa Health
01.2012 - 01.2017
Associate of Arts (A.A.) - Communications
SAINT JOSEPH UNIVERSITY
Bachelor of Science (B.S.) - Communications
SAINT JOSEPH UNIVERSITY
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