Salesforce
Shani Searcy
Call Center Operations Manager
San Diego,CA
Summary
Energetic leader known for motivating teams to exceed performance targets and enhance customer satisfaction. Skilled in implementing innovative strategies, streamlining processes, and leveraging cutting-edge technology to drive operational excellence. Adept at analyzing data, identifying trends, and implementing solutions to enhance efficiency and productivity while staying passionate about creating a positive work environment, fostering team collaboration, and delivering exceptional customer experiences seeking to implement a level of expertise to elevate call center operations to unprecedented heights!
Overview
23
23
years of professional experience
Work History
Call Center Operations Manager
Intake On Demand
San Diego, CA
07.2023 - Current
- Oversee the day-to-day operations of the call center, ensuring seamless and efficient workflows, optimal resource utilization, and heightened productivity.
- Develop and implement strategies aimed at enhancing operational efficiency, streamlining processes, and consistently meeting or exceeding performance metrics.
- Analyze operational data, identifying areas for improvement, and implementing innovative solutions to elevate overall operational effectiveness.
- Lead, mentor, and inspire a team, cultivating a culture of excellence, collaboration, and continuous improvement.
- Conduct regular performance evaluations, providing constructive feedback, and instituting tailored training programs to elevate the skills and capabilities of the team.
- Utilize data-driven insights to conduct a meticulous analysis of call center performance, identifying trends, and devising strategies for ongoing improvement.
Corporate Sales Trainer
Intake On Demand
San Diego, CA
02.2023 - 07.2023
- Implemented interactive sales strategies and streamlined processes resulting in a 30% reduction in sales cycle time and improved overall team efficiency
- Developed, delivered, and implemented comprehensive sales training programs for the sales team resulting in a 25% increase in sales revenue within the first 3 months of operations
- Monitored and evaluated sales representatives’ performance, providing constructive feedback and coaching to improve individual and team results drastically through effective coaching, motivation, and performance management
- Implemented sales coaching and mentoring programs ensuring a tailored and practical learning experience, resulting in a 20% improvement in sales representatives’ closing ratios
- Execute regular sales meetings to update the team on new products, market trends, and sales techniques, fostering a culture of continuous learning and innovation
- Collaborate with department heads and HR managers to identify individual team members' training needs, and develop detailed modules enhancing employee performance and productivity through engaging interactive training sessions resulting in a 20% improvement in overall team performance
- Skilled in needs assessment, curriculum development, and fostering an engaging learning environment, adept at tailoring training programs to meet the specific needs of diverse audiences
Resolution Manager
Americas Choice Tax
San Diego, CA
06.2022 - 02.2023
- Successfully managed a team of 9 tax professionals, overseeing client cases and ensuring timely resolution of tax matters while developing effective tax strategies, and negotiating with tax authorities to achieve favorable outcomes.
- Developed and implemented strategic tax resolution plans, resulting in a 20% increase in successful case closures.
- Conducted in-depth financial analyses to identify tax issues and formulate tailored solutions for clients.
- Collaborated with legal and financial experts to provide comprehensive tax planning and resolution services.
- Maintained up-to-date knowledge of tax laws and regulations to provide accurate and informed advice to clients.
Business Development Manager
Bttn
San Diego , CA
10.2021 - 06.2022
- Build long-term trusted relationships with leadership by addressing gaps, resolving conflicts, and exceeding the team's expectations with the development of critical enablement deliverables
- Increased sale revenue by 33% by developing, and executing rollout of inbound/outbound scripting for new GTM sales strategy conducive to engaging and attracting new customers and improving revenues
- Leveraging data and insights (customer journey engagement surveys and feedback cycles from lead generation to win/loss ) to identify key learning opportunities for internal team
- Immense contributor leading innovative initiatives supporting bttns catapult from seed round valued at 26.5 million to series A now valued at $110 million dollars in just over 5 months of joining team
Innovation Manager
Housecall Pro
San Diego, CA
09.2018 - 11.2021
- Delivered company revenue by increasing sales margin from 30% to 61% through outreach, agile optimization of processes, and highly defined workflows
- Build relationships and collaborate cross-functionally with key business stakeholders on a global basis (Sales, CS leadership, PM, Marketing, Growth Strategy) to design, develop, and deploy new processes, methodologies, strategies, and learning content aligned with sales process and prospect journey
- Demonstrated ability to lead projects and cross-functional teams in a fast-paced environment and to inspire rapid adoption of change in a complex matrixes organization
- Strategize, develop, and deliver constructive, consumable content designed to drive pipeline & collaboration across the sales organization. Focus on understanding current trends across the sales team and be responsible for delivering training programs and driving key performance indicators.
- Create, analyze and translate key insights from forecasts, key business drivers, trends, and operating metrics into actionable processes
Internet Sales Manager
Housecall Pro
San Diego, CA
01.2018 - 09.2018
- Orchestrated customer acquisition through unconventional methods of inbound communication i.e chats, emails, and customer service calls adding a additional 40% monthly sales revenue
- Facilitated $30,000 worth of new business annually after implementation of new direct sales strategy
Client Retention Innovation Lead
Housecall Pro
San Diego, CA
01.2017 - 09.2018
- Spearheaded the creation of the Retention org with implementation of innovative scripts, practical processes, and cohesive cross-departmental functional workflows that provided runway to retain 80-90% of unsatisfied customers awaiting exit from the platform, to fully retained accounts by outreach, to unravel root issue and implement best solution
- De-escalated issues by continued nurture, empathy, and established creative solutions to retain business
Enrollment Specialist
Housecall Pro
San Diego, CA
08.2016 - 01.2017
- Established 80% enrollment rate across 5 months of being in enrollment/demo specialist seat, holding more than 95% customer retention rate
Sales Development Manager
Housecall Pro
San Diego, CA
01.2016 - 05.2016
- Performed cold call leads, booked 70% of prospects with 86-90% monthly attendance rate
Education
Personal Lines Broker-Agent - Insurance
Mike Russ School of Insurance
San Diego, CA 02.2007 - 04.2007
Skills
SaaS
B2B
Call Center Operations
Understanding Sale Cycles
Optimize Workflows & Processes
Empower Team Members
Empathic Communication
Manage Rapid Shifting Priorities
Problem-Solving
Training Program Creation
Sales Team Development
Strategy Development and Implementation
Analytical and Critical Thinking
Software
Masstort
8X8
Five9
Ring Central
HubSpot
Talkdesk
Close
Timeline
Call Center Operations Manager
Intake On Demand
07.2023 - Current
Corporate Sales Trainer
Intake On Demand
02.2023 - 07.2023
Resolution Manager
Americas Choice Tax
06.2022 - 02.2023
Business Development Manager
Bttn
10.2021 - 06.2022
Innovation Manager
Housecall Pro
09.2018 - 11.2021
Internet Sales Manager
Housecall Pro
01.2018 - 09.2018
Client Retention Innovation Lead
Housecall Pro
01.2017 - 09.2018
Enrollment Specialist
Housecall Pro
08.2016 - 01.2017
Sales Development Manager
Housecall Pro
01.2016 - 05.2016
Personal Lines Broker-Agent - Insurance
Mike Russ School of Insurance
02.2007 - 04.2007