Michelle Williams
Midlothian,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
Work History
Dialer Administrator
Nissan Motor Acceptance Corporation
10.2012 - Current
- Increased contact rates by implementing efficient dialer strategies and optimizing campaigns.
- Reduced call abandonment rates through effective list management and pacing adjustments.
- Ensured optimal workflow by monitoring agent performance and adjusting dialing parameters accordingly.
- Implemented data-driven decision making for campaign optimization, leading to improved overall results.
- Conducted ongoing analysis of dialer metrics to identify areas for improvement and implement necessary changes.
- Managed daily operations of the dialer system, ensuring seamless integration with other technologies utilized in the call center environment.
- Trained new agents on dialer functions and best practices, enhancing team productivity levels.
- Optimized staffing levels by analyzing historical data trends and forecasting future call volumes using predictive modeling techniques.
- Maintained compliance with industry regulations regarding auto-dialing systems by staying current on legislative updates and implementing necessary controls within the dialer platform.
- Streamlined processes between departments by integrating the dialer system with CRM platforms, facilitating seamless information sharing among teams involved in customer outreach efforts.
- Consistently met or exceeded monthly quota objectives through strategic use of the dialer system to maximize agent productivity levels while minimizing downtime between calls.
- Assisted in budget planning for technology investments related to the dialer system, ensuring cost-effective solutions were implemented without sacrificing quality or functionality requirements.
- Contributed to business development efforts by identifying opportunities to expand existing campaigns or launch new initiatives using the full capabilities of the dialer system to drive increased revenue generation.
- Maximize outbound dialer efficiency while adhering to local, state and federal regulations/compliance.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Maintained database systems to track and analyze operational data.
- Developed effective improvement plans in alignment with goals and specifications.
Client Relations Manager
Amacore Group
10.2009 - 09.2013
- Enhanced client satisfaction by consistently addressing and resolving concerns in a timely manner.
- Developed strong relationships with clients through regular communication and personalized attention.
- Increased customer retention rates by providing exceptional service and support for all client needs.
- Streamlined internal processes to improve efficiency, resulting in faster response times to client inquiries.
- Maintained comprehensive knowledge of company products and services, allowing for efficient resolution of client issues.
- Developed comprehensive account programs for designated key accounts that include account set up involving the wholesale medical products and ongoing customer support and training on database and custom solutions resulting in the discovery of major up-sell opportunities.
• Responsible for the overall success of the project and/or program including fulfillment of the client business, technical requirements, adherence to the approved project scope.
• Manage internal support organizations and Third Party Vendor’s to meet service delivery agreements and requirements
• Communicate with potential clients on wholesale and retail program/components- create proposals
• Manage related changes throughout project lifecycle duration
• Communicate project status to executives as well as customer stakeholders
• Work with internal teams i.e. Sales Team, Marketing, Operations Support, Provisioning and Network Engineering to overcome obstacles and deliver on time results. - Provided ongoing training and development opportunities for team members, fostering a culture of continuous growth and improvement.
- Managed multiple simultaneous projects while maintaining focus on achieving desired outcomes for each individual client relationship.
- Assisted in the development of marketing materials targeted at potential clients, showcasing the company''s strengths and value proposition.
Predictive Dialer Supervisor
Amacore Group
01.2004 - 10.2009
- Increased contact rates by implementing efficient dialer strategies and optimizing campaigns.
- Reduced call abandonment rates through effective list management and pacing adjustments.
- Ensured optimal workflow by monitoring agent performance and adjusting dialing parameters accordingly.
- Implemented data-driven decision making for campaign optimization, leading to improved overall results.
- Conducted ongoing analysis of dialer metrics to identify areas for improvement and implement necessary changes.
- Managed daily operations of the dialer system, ensuring seamless integration with other technologies utilized in the call center environment.
- Optimized staffing levels by analyzing historical data trends and forecasting future call volumes using predictive modeling techniques.
- Maintained compliance with industry regulations regarding auto-dialing systems by staying current on legislative updates and implementing necessary controls within the dialer platform.
- Enhanced customer satisfaction ratings by refining call scripts based on feedback from agents and customers alike.
- Streamlined processes between departments by integrating the dialer system with CRM platforms, facilitating seamless information sharing among teams involved in customer outreach efforts.
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Managed budgets effectively, ensuring optimal allocation of resources and adherence to financial guidelines.
Regional Sales Manager Medical Insurance
First US Healthcare
04.2005 - 07.2006
- Increased regional sales by implementing strategic marketing plans and nurturing key client relationships.
- Developed a successful sales team through rigorous coaching, performance management, and ongoing training.
- Exceeded quarterly sales targets consistently by leveraging extensive product knowledge and effective selling techniques.
- Expanded market share within the region by identifying growth opportunities and collaborating with cross-functional teams.
Education
Eastfield College
Mesquite, TXSkills
- Performance Tracking
- Goal-Oriented
- CRM Software
- Multitasking
- Computer Literacy
- Attention to Detail
Timeline
Dialer Administrator
Nissan Motor Acceptance Corporation
10.2012 - Current
Client Relations Manager
Amacore Group
10.2009 - 09.2013
Regional Sales Manager Medical Insurance
First US Healthcare
04.2005 - 07.2006
Predictive Dialer Supervisor
Amacore Group
01.2004 - 10.2009
Eastfield College
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