Summary
Overview
Work History
Education
Skills
Timeline
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Mike Rogers

Baltimore,MD

Summary

Accomplished and energetic Manger with a solid history of achievement in Sales. Motivated leader with strong organizational and prioritization abilities. Areas of expertise include Training, Coaching and Development. Well-qualified Manager with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges. Goal-oriented Human Resources Specialist with [Number] years of experience in training protocol development and policy implementation. Strong financial acumen with demonstrated success in budget development and adherence. Accomplished in analyzing company needs and developing long-term solutions to meet personnel objectives. Seasoned [Job Title] with strengths in leading projects, conducting assessments and making field decisions. Knowledgeable about observing and assessing routing operations and readying teams for critical response situations. Prepared to offer [Number] years of experience in field and take on dynamic, growth-oriented position.

Overview

4
4
years of professional experience

Work History

Sales Managers

MCI
  • Managed a team of 18 telemarketers
  • Recruit Develop and Drive was the key to success
  • Sold all of MCI products and services.
  • Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
  • Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
  • Resolved customer issues quickly to close deals and boost client satisfaction.
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.
  • Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
  • Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
  • Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
  • Recruited and hired top-level talent to add value and expertise to sales department.

Field ,Marketing Director

Home Genius Exteriors
02.2023 - Current
  • Plan and direct staffing, training, and performance evaluations to develop and control sales and service programs
  • Monitor customer preferences to determine focus of sales efforts
  • Deliver prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service or to make a donation
  • Explain products or services and prices, and answer questions from customers
  • Trained sales reps to deliver high in consultative sales to residential and commercial customers.
  • Improved field efficiency by streamlining tools and equipment maintenance processes.
  • Assumed additional duties as required during peak periods or staff shortages, demonstrating flexibility and commitment to team success.
  • Managed logistical aspects of field operations, ensuring efficient transportation of personnel and equipment according to schedules.
  • Performed routine equipment inspections, ensuring optimal functioning and reducing potential downtime.
  • Maintained a high level of professionalism under challenging conditions, exemplifying dedication towards achieving project objectives.
  • Proactively identified opportunities for process improvements within the scope of assigned responsibilities, resulting in enhanced operational efficiency.
  • Provided timely support to team members, fostering effective communication and collaboration among the crew.
  • Demonstrated strong problem-solving abilities when encountering unexpected challenges in the field, resulting in minimal delays.
  • Assisted in the completion of field projects within strict deadlines, ensuring client satisfaction.
  • Assisted in training new hires on proper techniques and procedures, contributing to a more skilled workforce.

Call Center Director

Home Genius Exteriors
10.2020 - 02.2023
  • Contact new and existing customers to discuss their needs, and to explain how these needs could be met by specific products and services
  • Answer customers' questions about products, prices, availability, or credit terms
  • Quote prices, credit terms, or other bid specifications
  • Emphasize product features based on analyses of customers' needs and on technical knowledge of product capabilities and limitations
  • Identify prospective customers by using business directories, following leads from existing clients, participating in organizations and clubs, and attending trade shows and conferences
  • Conducted Webinars.
  • Increased first-call resolution rates by developing targeted training materials and coaching agents on best practices.
  • Optimized workforce management for improved efficiency, scheduling staff according to call volume trends.
  • Conducted regular performance reviews with agents, identifying areas for growth and providing resources for professional development.
  • Played an integral role in recruitment efforts, attracting top talent through compelling job descriptions and targeted outreach initiatives.
  • Developed a streamlined escalation process, ensuring swift resolution of complex or high-priority issues.
  • Established performance metrics and monitored agent progress, providing timely feedback to drive continuous improvement.
  • Drove cost savings through the implementation of efficient call center technologies and software solutions.
  • Enhanced customer satisfaction by implementing effective call center strategies and streamlining processes.

Call Center Manager

Window Nation
12.2019 - 10.2020
  • Envioride is a public premium car service that offers customers a high in alternative transportation solution
  • Responsibility as Director of sales and operations was to establish private and commercial accounts as well as hire professional drivers and maintain maintenance of the fleet
  • Analyze operations to evaluate performance of a company or its staff in meeting objectives or to determine areas of potential cost reduction, program improvement, or policy change
  • Direct, plan, or implement policies, objectives, or activities of organizations or businesses to ensure continuing operations, to maximize returns on investments, or to increase productivity.
  • Developed quality employees within call center to take over leadership positions.
  • Established and oversaw performance targets for call center associates.
  • Cultivated strong relationships with key stakeholders to align call center objectives with overall company goals and strategies.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Effectively resolved escalated customer complaints through proactive problem-solving techniques, resulting in higher satisfaction scores from clients.
  • Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Recruited, trained and onboarded new agents, maintaining exceptional service standards.

Education

High School Diploma -

Edmondson West Side High School
Baltimore, MD
06.1987

Some College (No Degree) -

Ashford University
Online

Skills

  • Sales and Marketing
  • Quality Control Analysis
  • Professional Development
  • Team Building
  • Communications
  • Trainer
  • Coaching and Development
  • Time Management
  • Complex Problem Solving
  • Military Training USMC
  • Recruiting
  • Training Development
  • Organizational Development
  • Talent Management
  • Pre-Employment Screening
  • Management Development
  • Talent Acquisition
  • Employee Relations
  • Event Management
  • Personnel Recruitment
  • Customer Relations
  • Performance Management
  • Employee Onboarding

Timeline

Field ,Marketing Director

Home Genius Exteriors
02.2023 - Current

Call Center Director

Home Genius Exteriors
10.2020 - 02.2023

Call Center Manager

Window Nation
12.2019 - 10.2020

High School Diploma -

Edmondson West Side High School

Some College (No Degree) -

Ashford University

Sales Managers

MCI

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Mike Rogers