Phil Maine
Omaha,NE
Summary
Experienced call center sales manager with a strong record in sales management, performance metrics, and team coaching. Led high-volume operations, tracked daily results, and supported $76M in sales while improving team performance and customer escalation handling.
Overview
24
24
years of professional experience
Work History
Call Center Sales Manager
NFM
Omaha, Nebraska
02.2014 - Current
- Supported a 3-manager team driving $76 million in sales for 2025.
- Resolved customer concerns related to orders, delivery, and product selection.
- Led call center sales team processing NFM furniture and appliance orders.
- Supervised 10+ call center agents and tracked daily activity and performance.
- Managed daily sales operations and coached staff to raise performance levels.
- Tracked sales goals and reviewed daily results to find performance gaps.
- Compiled month-end sales reports with call data and QA scores.
- Partnered with the General Sales Manager to establish incentive goals based on delivered volume, add-on sales, and returns.
- Supported 2 major hiring efforts, including Colony location opening for NFM and COVID period staffing.
Call Center Floor Manager
NFM
Omaha, Nebraska
12.2010 - 02.2014
- Resolved customer complaints and escalated issues for further review to enhance customer satisfaction.
- Provided immediate coaching to staff after phone calls to improve service quality.
- Coordinated staff coverage for sales floor breaks and peak traffic periods to ensure optimal customer service.
- Conducted order reviews to ensure accuracy as a means to reduce returns and customer dissatisfactions
- Participated in meetings with upper management to discuss progress reports and operational updates.
- Reviewed employee time sheets for accuracy and submitted payroll information on a weekly basis.
Call Center Sales Representative
NFM
Omaha, Nebraska
12.2003 - 12.2010
- Responded to inbound calls regarding furniture and appliance sales, providing accurate and timely information.
- Answered customer concerns about availability, order status, and service questions.
- Shared product features, pricing, warranties, and financing choices with customers.
- Recommended add-on products, protection plans, and installation services to maximize customer satisfaction and sales opportunities.
- Cultivated relationships with repeat customers through proactive follow-up communication, enhancing customer loyalty.
- Inquired about customer preferences to identify service needs and enter information accurately into electronic systems.
- Entered orders into call center systems and sales software.
Call Center Customer Service Representative
NFM
Omaha, Nebraska
05.2002 - 12.2003
- Delivered calm, courteous support during peak customer service calls, ensuring customer satisfaction.
- Supported NFM customers with order, delivery, and product questions.
- Resolved billing, payment, and account concerns using company service systems.
- Processed returns, exchanges, and cancellations per NFM policies, ensuring compliance and customer trust.
- Monitored call queue to maintain timely response for customer requests and enhance service efficiency.
- Facilitated onboarding for new staff to ensure understanding of job responsibilities.
- Prepared and sent purchase orders for repair parts to corresponding vendors.
Education
Bachelor of Science - Marketing Management
Bellevue University
Bellevue, NE08-2013
Skills
- Sales management
- Sales analysis
- Sales projections
- Performance metrics
- Trend analysis
- Quality assurance
- Team coaching
- Staff scheduling
- Goal setting
- Decision making
- Problem solving
- Critical thinking
- Negotiation tactics
- Microsoft Office proficiency
- Microsoft PowerBI basics
Timeline
Call Center Sales Manager
NFM
02.2014 - Current
Call Center Floor Manager
NFM
12.2010 - 02.2014
Call Center Sales Representative
NFM
12.2003 - 12.2010
Call Center Customer Service Representative
NFM
05.2002 - 12.2003
Bachelor of Science - Marketing Management
Bellevue University