Orlany Morales
Piscataway,NJ
Summary
Seeking a manager position within a company that will continue to enhance managerial skills, education and experience. To also make a positive, diverse and bigger contribution within that company to help revenue growth, reduce costs.
Overview
17
17
years of professional experience
1
1
Certification
Work History
BPO Sales Supervisor
Cablevision / Optimum / Altice USA
2022.04 - Current
- Ensure that quality, compliance and cost effectiveness of work delivered via third party vendors meet.
- Altice USA’s performance and quality expectations
- Responsible for managing relationship and performance of multiple vendors/campaigns simultaneously.
- Developed and implemented strategies that generated incremental sales and revenue as well as new customer relationship.
- Responsible for continuously evaluating all sales programs and making recommendations to improve efficiency and maximize performance.
- Responsible for motivating large virtual force.
- Work closely with our Vendors Leadership in developing of core plans and performance expectations.
- Travel to each site to ensure proper trainings is implemented.
- Onboard all new classes as they come.
Supervisor
Altice USA Optimum
Piscataway , NJ
2016.01 - 2022.04
- Direct team of 16-20 agents to achieve company targets and revenue of sales statistics.
- Monitor employee performance, including annual salary reviews, vacation and sick time, and formal disciplinary actions, as required.
- Coach and motivate sales force to delivering sales results.
- Identify Rep coaching opportunities and execute individual development plans.
- Implement sales forecasts as departmental sales targets by both team & individual.
- Implement product or offer tests and reporting on all new programs.
- Keep staff abreast of all promotions of Optimum and vendor products that impact on telemarketing program.
- Monitor and control sales performance, recommending incentives, offering sales strategies or techniques to achieve forecasted sales goals.
- Presidents Club Winner
Bi-lingual Customer Support Representative
Cablevision Systems Corporation
2012.01 - 2016.12
- Provide professional, courteous, and responsive service to subscribers.
- Locate and solve conflict with prompt resolution, overall customer satisfaction including but not limited to billing inquiries, in appropriate detailed matter disputes settlement, process payments, update changes to subscriber’s accounts, and technical inquiries through troubleshooting support.
- Retention of subscribers by emphasizing value of products and services, as well as Up- selling Cablevision current subscribers
- Effectively and thoroughly educate customers regarding their equipment, programming packages, and price.
- Selected to participate in special projects and performing other duties as assigned.
Bilingual Inside Sales Associate
2010.01 - 2011.12
- Appointed Team and Call Center Mentor/Floor Walker Dish Network, Answer inbound sales inquiries.
- Assess customer needs and offer appropriate product, programming, promotion based as needed.
- Effectively and thoroughly educate customers regarding their equipment, programming packages, and price.
- Provide Outstanding customer service regardless of inquiry and outcome.
- Achieve and exceed established, weekly, monthly, and annual sales goals.
Sr. Banking Associate
Commerce Bank
2006.01 - 2008.12
- Provide prompt quality customer service along with support to Bankers and store management.
- Perform wide range of services including document preparation, account servicing/maintenance (account reconciliation, address change, stop payments, account closings, transfers, notary, processing check orders), and problem resolution.
- Effectively and thoroughly educate customer regarding their equipment, programming packages, and price.
- Train new associates staff development, coaching, drive and deliver performance results.
- Promote work culture during banking days and community relationship.
Education
Bachelor of Science - International Business
Berkeley College
Midland Park, NJSkills
- Microsoft 2010
- Windows NT
- Staff Management
- Product and Service Sales
- Task Delegation
- Effective Selling Techniques
- Staff Meetings
- Staff Training
- Data Reporting
- Corrective Actions
- Floor Oversight
- Shrinkage Control
- Effective Working Relationships
- Positive Reinforcement
Certification
Awards
Presidents Club Winner
February 2020
Top seller out of 20 supervisor in the company
Altice ALL STAR Nominee 2020,2021.
January 2020
Certifications and Licenses
Certified Notary Public
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Languages
Spanish
Native or Bilingual
Timeline
BPO Sales Supervisor
Cablevision / Optimum / Altice USA
2022.04 - Current
Supervisor
Altice USA Optimum
2016.01 - 2022.04
Bi-lingual Customer Support Representative
Cablevision Systems Corporation
2012.01 - 2016.12
Bilingual Inside Sales Associate
2010.01 - 2011.12
Sr. Banking Associate
Commerce Bank
2006.01 - 2008.12
Bachelor of Science - International Business
Berkeley College
Awards
Presidents Club Winner
February 2020
Top seller out of 20 supervisor in the company
Altice ALL STAR Nominee 2020,2021.
January 2020
Certifications and Licenses
Certified Notary Public
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