Lori Pollard

• Effectively manage call center personnel by implementing company policies, protocols, work rules and disciplinary action. Hire, train, monitor performance of all call center agents. Turnover 0%.
• Establish and administer $750,000 annual marketing budget to boost customer numbers and market penetration while enhancing engagement and driving growth
• Manage all marketing activities including digital marketing, print, email, TV, radio, telemarketing. billboard.
• Exceptional verbal and written communication.
• Positive personality enables seamless communication with coworkers and customers.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Promote exceptional customer service and create positive environment for employees and clients.
• Other responsibilities include: Maintain vendor relationships with marketing firm, digital marketing company, print vendor, Lead aggregators, Google, and phone system. Manage customer membership Program. Plan all company outings, employee appreciation gifts, design all marketing pieces.

• Managed call center team of 20 agents. Established and oversaw performance targets for call center associates.
• Determined quality assurance benchmarks and set standards for improvement.
• Created clear and effective policies governing all aspects of employee work and interaction with customers.

Managed call center

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