Summary
Overview
Work History
Education
Skills
Professionalexpertise
Timeline
Generic

Regina Shellington

Sales Representive
Beaufort,SC

Summary

A results-oriented operations supervisor with more than ten years of expertise managing day-to-day warehouse tasks for major packaging firms. A proven track record of leading, coaching, and growing teams including more than fifty employees. a track record of successfully finding ways to improve product distribution and streamline processes.

Overview

17
17
years of professional experience

Work History

Sales Supervisor

Kravitz Services LLC
07.2021 - Current
  • Increased customer satisfaction by addressing and resolving client concerns efficiently.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
  • Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
  • Developed strong relationships with key clients, resulting in repeat business and increased revenue.
  • Boosted sales by implementing effective training programs for new and existing employees.
  • Analyzed sales data to set quotas and assess potential areas of growth.
  • Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Enhanced team productivity by creating a supportive work environment and providing ongoing feedback.

Supervisor

Truepill
01.2020 - 07.2021
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
  • Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
  • Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
  • Implemented rewards and recognition program that significantly increased employee engagement and satisfaction.

SUPERVISOR, OPERATIONS & CUSTOMER SOLUTIONS

CareCentrix Inc.
02.2018 - 01.2020
  • Directly supervises 2 remote teams that include 2 Team Leads and 17- 20 support representatives
  • Coaches Team Leads on ways to empower teams to achieve service-level metrics and support 2nd line issues surrounding payers, providers, and patients
  • Achieved 5-10% promotional growth, advancing 2 Team Leads to senior-level roles
  • Reduced attrition to 1% from 40% by keeping employees engaged and motivated to be a part of the virtual community and by developing their skill sets in preparation for future growth
  • Drives call volume through efficient staffing in collaboration with the Workforce Management team
  • Identifies areas of improvement within departmental processes to increase customer, vendor, and employee retention.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.

BUSINESS ANALYST

DST Pharmacy Solutions
01.2017 - 01.2019
  • Served as primary contact for customer inquiries and requests throughout implementation process
  • Ensured timely completion of project milestones and outcomes that met customer expectations
  • Supported Prior Authorization Team by working with community healthcare professionals to coordinate medical needs and ensure all authorizations met clinical requirements
  • Researched systems to identify missing information and collaborated with cross-functional teams on proper issue resolution.

CALL CENTER MANAGER

Tyco Integrated Security
01.2014 - 01.2018
  • Managed call center operations across 4 departments with 250+ employees, including night shift oversight (safety, security, and incident protocol)
  • Directly supervised 40+ agents who dispatched emergency authorities and scheduled service calls for residential, commercial, and government customers
  • Ensured maximum productivity levels through call monitoring, and 1:1 performance coaching, and front-line support for new agents to ensure adjustment to call flow
  • Advanced 24 employees into leadership roles through effective mentorship and succession planning
  • Facilitated education programs for Emergency Dispatch Operators that focused on diffusing irate customers in escalated or emergency situations
  • Provided team support by taking live calls during times of heavy volume and remaining current on call practices and service/billing/technical issues
  • Supported company acquisition by ensuring seamless transition to new leadership, processes, and systems while keeping a positive customer focus.

TEAM LEAD

Tyco Integrated Security
01.2008 - 01.2014
  • Developed and led 20+ agents who focused on technical and customer service support
  • Led mid-sized training classes and provided 1:1 training on goals, productivity, and policies
  • Increased employee retention by implementing incentives and programs, including volunteered time off (VTO without pay) during slow times
  • Improved customer satisfaction 25% by staffing appropriately during peak times and fostering an environment of accountability and motivation
  • Decreased average call handle time 60% while improving call quality
  • Achieved #1 center ranking, achieving 100% of quality goal and 95 – 98% of service goal.

Education

Maplewood Community College
Kansas City, MO

Associates Degree - Business Management

Baker University
Kansas City, MO
12.2017

Skills

  • Sales Presentations
  • Effective selling techniques
  • Sales strategy development
  • Management Support
  • Motivational Skills
  • Goals and performance
  • Sales Strategies
  • Store appearance and merchandising
  • Sales expertise
  • Analyzing data
  • Operations

Professionalexpertise

  • Call Center Operations
  • Talent Management
  • Staff Retention
  • Training Programs
  • Customer Service
  • Performance Metrics
  • Trends Analysis
  • Communication
  • Scheduling & Shift Patterns
  • Strategic Roadmaps
  • Complex Issue Resolution
  • Quality Assurance
  • Call Monitoring
  • Policy Implementation
  • Privacy Law & HIPAA
  • MS Office Suite
  • CRM
  • Tableau
  • ADT Payroll System

Timeline

Sales Supervisor

Kravitz Services LLC
07.2021 - Current

Supervisor

Truepill
01.2020 - 07.2021

SUPERVISOR, OPERATIONS & CUSTOMER SOLUTIONS

CareCentrix Inc.
02.2018 - 01.2020

BUSINESS ANALYST

DST Pharmacy Solutions
01.2017 - 01.2019

CALL CENTER MANAGER

Tyco Integrated Security
01.2014 - 01.2018

TEAM LEAD

Tyco Integrated Security
01.2008 - 01.2014

Maplewood Community College

Associates Degree - Business Management

Baker University

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Regina ShellingtonSales Representive