RICKY MCDANIEL

• Liaised between buyers and sellers to provide positive experiences for both parties.
• Generated leads for sales and rental properties through cold calls and referrals.
• Sold high volume of properties in short timeframes to exceed quotas and maximize business revenue by 22% annually from 2020 - 2021.
• Developed and maintained relationships with clients through networking, postcards and cold calling.
• Created and implemented marketing plans to drive sales and coached staff on new strategies for maximum results.
• Managed contracts, negotiations and all aspects of sales to finalize purchases and exceed customer expectations.

Managed external complex call center and relationship management with inside sales teams for delivery of contracted performance management metrics. Assessed operational effectiveness and provided ongoing feedback by creating and reviewing metrics reports to identify performance anomalies. Additional responsibilities included overseeing operational budgets, payroll, resource management, business initiatives, risk assessments, supervising, and meeting CPNI (Customer Proprietary Network Information) compliance policies.

• Exceeded monthly sales goals with targets of ~74K that includes selling AT&T core products such as Mobility, IP Centrex, Broadband, DTV, Video, SIP Trunking, IP Flex and Voice Over IP (VOIP).
• Drove QA scores exceeding standards by 7%, enhancing customer experience.
• Managed Staffing Project by successfully On-Off Boarding over 600 Vendor agents. Created new company flow chart that increased efficiency by 32%.
• Led Systems Error Project by clearing backlog of 152 order errors, using systems programs for two major vendors in Southeast Region. Created new error resource log utilized by our internal and external partners helping efficiency by 18% driving accountability.
• Key role lead as Customer Escalations Manager for Enterprise Solutions Group by facilitating, collaborating and resolving trouble tickets to 100% resolution.
• Key role lead as Program Manager for Voice Over IP (VOIP) Retention and Disconnect Offshore leading team reflecting impressive 67.2% EOY increase in customer retention. This role included product launches and driving best practices.
• Key role lead as Database Administrator of Retention Churn Report providing data and analytics on Voice and Data sales tracking how many clients remained on our network after 30, 60, and 90-day consistent intervals. Data integrity and results helped our Marketing Department determine how to best retain customers.
• Key role lead as Outbound Project Manager launching expansion referral program for 3 external call centers resulting in 39.1% increase in non-complex voice and broadband revenue and impressive 186.1% in complex data sales.
• Key role lead as Outbound Referral Program Manager and increased program reach rate by 44.7% by driving results offering continuous improvement and creating standardization in referral callback process.
• Key role lead as Skills Transformation Ambassador by leading team members in completing required quarterly training courses which resulted in 100% team completion by end of year.
• Demonstrated excellent organizational skills, ability to adapt, decision making, collaborating teamwork skills and proactively making meaningful impact.

Oversaw technical operations and project management for sales support organization in contracts, pricing, order entry, provisioning, design, and installation. Implemented and provisioned new service and office moves for large enterprise accounts in government, education and health accounts. Provided support services for complex communications in data, voice, IP and cloud solutions.

• Key Role as Implementation & Provisioning Specialist for Fiber Builds, Switches, T1, Primary Rate ISDN, Frame Relay/ATM, MIS, SD-WAN, Opteman Networks installations for customers such as LA County of Education and Metropolitan Water District, ensuring service delivery and fulfillment.
• Key Role as Project Manager for United way to implement 211 service and Frame Relay networks for E-harmony demonstrating leadership skills. Consulting with engineering and construction was also required for building out network.
• Key Role as Escalations Manager for Office of President with focus on client service & management. This role included CRM and assisting with technical problems.
• Key Role as Trainer in Led Primary Rate ISDN design and implementation training for special project in Philippines including making presentations and providing internal consulting.
• Controlled project performance by monitoring capacity levels and utilizing resources to reduce cost and help please stakeholders.
• Met needs of business while being advocate for solving problems and serving clients with push to gain understanding of client issues.
• Developed standard operating procedures and document workflow for current and future process steps, including document maintenance.
• Offered strategic direction aligned with overall company strategies and prioritized process improvement initiatives.
• Always provided professional written communication skills, communication skills and strong presentation skills with reliability, interpersonal skills, and respectful business image.