Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Timeline
Generic

Samantha McCarley

Tallmadge,OH

Summary

Goal-oriented manager with distinguished experience in sales and proven leadership abilities. Expert in increasing productivity, building team relationships, and training new recruits while driving optimum performance. Committed to streamlining procedures while optimizing employee talent. Extremely dedicated and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, challenging sales opportunities and problem-solving skills.

Overview

22
22
years of professional experience

Work History

Call Center Sales Supervisor- Training Dept

Charter Spectrum
05.2023 - Current

Continuing the Supervisor responsibilities with increasing the number of direct reports, rewriting training curriculum, and assisting with Training new hire agents.

  • Coach to call flow, product knowledge, goal setting, KPIs, assist in management of a team that oversees up to 50-100 agents.
  • Ran teams as small groups 6-8 lead by a mentor. Mentor then direct report to myself and another supervisor. Enhanced that mentors ability to coach, provide balanced feedback, set goals, and hold themselves and the agents accountable for their daily performance.
  • Trained and coached sales team members on best practices for customer service and sales techniques while monitoring daily sales performance and providing feedback to my new hires as well as our mentors.
  • Offered hands-on assistance to new hire employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Assisted in designing and updating training documents used in the Practical Training curriculum.
  • Engaged in training and demonstrations on product knowledge, competitor information, sales process, KPIs and what is expected as well as how to track daily goals. Translating this information and interactions so that the mentors are able to do so as well.

Call Center Sales Supervisor

Charter Spectrum
02.2015 - 05.2023
  • Managed up to 14 sales specialists by coaching on effective sales techniques, monitoring daily sales performance and offering helpful feedback to each team member.
  • Provided a balanced, motivational relationship with my agents offering guidance and direction to sales team members. Coached team members using scheduled coaching, side by side, and team meetings. Using our time to highlight best practices for customer service and sales techniques and provide daily/ weekly/ monthly goals.
  • Collaborated with upper management to implement continuous improvements, develop and implement strategies to increase sales and improve customer service while reaching team and individual goals.
  • Maintained up-to-date knowledge of products and services offered to customers, resolved escalated customer complaints and effectively handled multiple projects in fast-paced atmosphere.

Coordinator, Sales Support- Nesting Training

Charter Spectrum
04.2014 - 02.2015
  • Assisted Nesting Supervisor to build training department for Akron
  • Developed effective training plans based on department needs and objectives. Prepared and presented supplementary learning material to support structured lessons. Analyzed and evaluated training effectiveness and programs in place to enhance training effectiveness.
  • Provided coaching through day-to-day work and complex problems as well as mentoring to new hires. Coached to KPIs and trends to support increases in productivity and employee growth. Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

Sales Representative

Charter Spectrum
02.2011 - 04.2014
  • Developed and maintained comprehensive understanding of products, services and competitors to answer customer questions about products and services.
  • Engaged in friendly conversation, developed strong rapport, and listened to customer needs and desires to identify and recommend optimal products.
  • Worked to meet or exceed KPI targets to increase performance and commission.

Assistant Store Manager

Sheetz
02.2002 - 03.2013
  • Rotated merchandise and displays.
  • Monitored daily cash discrepancies and inventory shrinkage.
  • Maintained positive customer relationships.
  • Interviewed, hired, and trained staff associates, Provided weekly work schedules, Assisted in recruiting, hiring and training of team members.

Collections Representative

G.E. Capital Financial
02.2009 - 05.2010
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Achieved performance goals on consistent basis.

Education

Bachelor of Arts - Psychology

Kent State University
Kent, OH
05.2007

High School Diploma -

Rootstown/Ward Davis Bldg High School
Rootstown, OH
05.2003

Skills

  • Motivational Leadership and Constructive Feedback
  • Strategic Decision-Making in a fast paced environment
  • Customer Service Process Improvement
  • Employee Performance Evaluations and Team Meeting as well as KPI Monitoring
  • Assignment Delegation
  • Training Initiatives
  • Policy and Procedure Enforcement
  • Employee Retention

Accomplishments

  • Spectrum Sales Elite winner as a supervisor #3 in the enterprise 2022
  • Collaborated with the training team to develop innovative training material
  • Currently including in a small team of professionals managing training and practical training up to 100 people
  • Experienced in running a team individually up to 14 people
  • Proficient in reading and creating sales documents to understand trends, create coaching plan, and develop goals
  • ICOMS, CRM, WORD, EXCEL, POWERPOINT

Additional Information

I have several years of accomplished team management. I have the ability to build and maintain employee and customer relations while paying special attention to policies and procedures. I enjoy building new employees from the ground up and assisting them in seeing their worth. Actively seeking my next long term employment opportunity.



Timeline

Call Center Sales Supervisor- Training Dept

Charter Spectrum
05.2023 - Current

Call Center Sales Supervisor

Charter Spectrum
02.2015 - 05.2023

Coordinator, Sales Support- Nesting Training

Charter Spectrum
04.2014 - 02.2015

Sales Representative

Charter Spectrum
02.2011 - 04.2014

Collections Representative

G.E. Capital Financial
02.2009 - 05.2010

Assistant Store Manager

Sheetz
02.2002 - 03.2013

Bachelor of Arts - Psychology

Kent State University

High School Diploma -

Rootstown/Ward Davis Bldg High School
Samantha McCarley