Renay Allen
Decatur,GA
Summary
Business development and sales professional with a history of success in building effective partnerships, building and leading high performance teams, and implementing highly effective strategic plans to retain and sustain business. Unique ability to blend exceptionally strong people skills with utilizing data and analytical abilities to drive new business, develop effective programs, and resolve complex problems. Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management. Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.
Overview
31
31
years of professional experience
Work History
Team Lead
TTEC
Work from Home
01.2020 - 02.2024
- Coached and managed and 20 direct reports
- Developed and implement strategies to have the number 1 performing team in the district
- Managed all projects, audits, trainings and ensured all KPI's Key Performance Indicators were exceeded
- Helped the company resolve over 3.6 million dollars in claims.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Monitored team performance against targets, taking corrective action where necessary.
- Collaborated with other departments to develop effective solutions that meet customer needs.
- Motivated staff through positive reinforcement techniques.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Identified opportunities for process improvements, implementing changes when required.
Team Lead
DOCULYNX OPERATIONS COMPANY
Atlanta, GA
01.2016 - 01.2019
- Coached and managed and 6 direct reports
- Developed and implement strategies to increase team’s performance
- Grew business more than 100% in three years, from $0 to over $1.2M.
- Trained new staff in relevant processes and procedures.
- Ensured compliance with company policies and procedures throughout the team.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
Telesales Representative
COMCAST
Alpharetta, GA
01.2011 - 01.2012
- In first year, sold High Speed Internet, Digital Voice, and Video service attained 103% in sales
- Managed customer interactions by resolving issues and managing communication
- Acquired more sales and grew business by 113% of sales objective.
- Generated new sales opportunities by upselling and cross selling additional products and services.
- Conducted outbound sales calls to potential customers, introducing them to products and services.
- Adhered to company policies and procedures for handling customer data privacy and security.
- Gathered customer feedback to improve product offerings, processes, and marketing campaigns.
- Presented promotional offers over the phone while ensuring compliance with applicable regulations.
Chief Engineer / Quality Analyst / Sales Team Leader / Technology Product Manager
AT&T
Atlanta, GA
01.2006 - 01.2008
- Data gathered all requirements in setting up E1's/T1's for international clients for Global Managed Internet Services and Virtual Private Networks
- Managed all orders from entry stage until turn-up of services by performing pre and post order quality validations for AT&T products
- Consistently met or exceeded all performance and account goals.
- Created and maintained detailed technical drawings and documents for new products, processes, and systems.
- Developed quality assurance procedures to ensure compliance with industry standards.
- Collaborated with other departments within the organization to meet shared objectives.
- Coordinated with vendors to acquire necessary parts for engineering projects.
- Participated in cross-functional meetings to discuss issues related to engineering operations.
- Administered hands-on instruction in basic maintenance, safety and troubleshooting procedures.
Sales Team Leader
AT&T
Marietta, GA
02.1993 - 09.2005
- Coached and managed 16 - 20 direct reports in a call center
- Consistently attained over 120% of quota, and maintained a rating of excellent in customer satisfaction
- Consistently met/exceeded productivity and conformance requirements.
- Monitored daily sales activities and provided feedback to team members.
- Established standards of excellence in customer service, product knowledge, and communication skills.
- Analyzed sales data and generated reports for management review.
- Provided ongoing training and development opportunities for team members.
- Resolved customer complaints promptly and efficiently.
- Created incentives programs to motivate employees to reach their targets.
Education
Bachelor of Science in Business Management -
Colorado State University Global
04.2021
Cisco Networking -
Atlanta Technical College
06.2008
Skills
- Business Development
- Strategic Planning
- Competitive Analysis
- Client Acquisition
- Strategic Partnerships
- Needs Assessment
- Project Management
- Call Center Management
- Management Reporting
- Networking and Routing
- Customer Targeting
- Account Management
- Trend Tracking
- Performance Monitoring
- Equipment Maintenance
- Employee Engagement
- Performance Improvement
Timeline
Team Lead
TTEC
01.2020 - 02.2024
Team Lead
DOCULYNX OPERATIONS COMPANY
01.2016 - 01.2019
Telesales Representative
COMCAST
01.2011 - 01.2012
Chief Engineer / Quality Analyst / Sales Team Leader / Technology Product Manager
AT&T
01.2006 - 01.2008
Sales Team Leader
AT&T
02.1993 - 09.2005
Bachelor of Science in Business Management -
Colorado State University Global
Cisco Networking -
Atlanta Technical College
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