Summary
Overview
Work History
Education
Skills
Certification
Timeline
Awards
Generic

MARIA DEAMER

San Antonio,TX

Summary

Results-driven leader with progressive leadership experience in high-volume customer service and sales environments. Adept at implementing strategic initiatives to enhance operational efficiency and improve employee engagement. Recognized for hiring and training high-caliber talent, developing future leaders, and cultivating a culture of accountability and excellence. Seeking to leverage extensive experience and leadership capabilities in a dynamic managerial role.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Realtor

Keller Williams
01.2018 - Current
  • Develop strong knowledge of local market conditions, allowing for accurate pricing strategies and targeted marketing efforts.
  • Build lasting relationships with clients through excellent communication, personalized service, and dedication to their needs.
  • Coordinate various aspects of real estate transactions such as inspections, appraisals, and financing arrangements, minimizing delays and challenges for clients.
  • Earned the Triple Gold Rewards for over $300,000 GCI units in 2018

Call Center Manager

Resort Vacations Inc.
01.2023 - 2025
  • Hired, trained and coached team to schedule qualified appointments to timeshare vacation club presentations.
  • Led daily team meetings to review performance, set targets and motivated staff.
  • Provided real-time coaching, guidance and feedback to agents to achieve department goals.
  • Reduced NQs to lower than 10% with the development of comprehensive agent scripts and troubleshooting guides.

Director, Call Center Operations

Support Services Group
01.2017 - 01.2018
  • Managed onshore and offshore call center operations of greater than 150 employees for Michael Kors and Charming Charlie.
  • Planned and launched a new chat customer support channel.
  • Developed effective quality assurance programs which fostered continuous improvement and exceeded SLA performance.
  • Recruited, trained and coached top talent.

Director, Call Center Operations

Stratus Contact Solutions, ILD Inc.
01.2016 - 01.2017
  • Directly responsible for leading all aspects of the call center operations to deliver optimal productivity and profitability for 2 site locations.
  • Designed a one call resolution call flow process resulting in the decrease of repeat callers and increased call quality standards.
  • Increased operational efficiencies and maximized agent optimization by implementing cross-training and improving workforce management systems.
  • Tracked and analyzed production to ensure all KPIs were met for each client.

Account Development Manager

Metro News Service
01.2011 - 01.2016
  • Successfully managed call center client portfolios to secure growth profit margins year over year.
  • Provided excellent support, communication and implementation of client objectives to ensure KPIs and goals were met for each client.
  • Maintained over 90% client retention rate
  • Procured new media accounts through persistence and persuasive sales and closing techniques.

Call Center Operations Sales Manager

Gannett Co. Inc.
01.1997 - 01.2010
  • Directed the daily operations for the largest outbound call center in Gannett Co. Inc.
  • Responsible for processing payroll in excess of $1.6 million dollars; supervised three direct report managers and oversaw more than 100 indirect reports.
  • Designed and utilized training presentations and materials that increased subscription retention from 30% to 60%.


Education

Bachelor of Business Administration - Marketing

University of Kentucky
Lexington, KY
01-1997

Skills

  • Team leadership
  • Employee engagement strategies
  • Operational efficiency enhancement
  • Strategic planning
  • Talent acquisition
  • Effective telemarketing strategies
  • Effective annual strategy development
  • Coaching and training
  • Project management
  • Problem-solving expertise

Certification

Real Estate License in Texas - 2018

Timeline

Call Center Manager

Resort Vacations Inc.
01.2023 - 2025

Realtor

Keller Williams
01.2018 - Current

Director, Call Center Operations

Support Services Group
01.2017 - 01.2018

Director, Call Center Operations

Stratus Contact Solutions, ILD Inc.
01.2016 - 01.2017

Account Development Manager

Metro News Service
01.2011 - 01.2016

Call Center Operations Sales Manager

Gannett Co. Inc.
01.1997 - 01.2010

Bachelor of Business Administration - Marketing

University of Kentucky

Awards

2021 Million Plus Award, 2018 Triple Gold Level

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