SONIA BERMUDEZ-COMICK
Miramar,Florida
Summary
SENIOR-LEVEL MANAGEMENT: Customer Care / Call Center Dynamic and results-driven sales and customer service professional with over 25 years of extensive experience in managing and leading call center operations, sales teams, and customer service divisions. Proven track record in performance management, retention strategies, and customer satisfaction. Adept at utilizing CRM software, data analysis, and developing high-performing teams to create business success.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Internet Essentials Inbound Sales Supervisor
COMCAST CABLE COMMUNICATIONS
10.2023 - Current
- Managed a team of 12-16 inbound sales Customer Account Executives, ensuring optimal performance and high-quality service delivery.
- Monitor activities of IBS CAEs to ensure effective performance
- Motivate representatives through individual contact, goal setting, regularly scheduled meetings, and incentive plans
- Conduct regular performance evaluations and create development plans to enhance the team’s capabilities
- Established clear expectations and accountability for the team through consistent communication on goals, targets, policies, and procedures.
- Enhanced employee productivity by conducting regular training sessions on product knowledge, communication skills, and closing techniques.
- Maintained up-to-date knowledge of industry trends and competitors'' offerings to effectively address customers'' needs during sales calls.
- Developed and implemented effective sales strategies to achieve monthly and quarterly targets consistently.
- Implemented quality monitoring procedures for inbound sales calls, ensuring consistent adherence to company standards while identifying areas for improvement.
- Conducted regular performance evaluations for team members, offering constructive feedback and actionable development plans for improvement.
- Implemented performance-based incentives for the sales team, leading to higher motivation levels and improved overall results.
- Reduced turnover rate within the inbound sales department by implementing effective hiring practices focused on selecting candidates with strong communication skills and a willingness to learn.
- Handled escalated customer concerns promptly and professionally, maintaining a high level of customer satisfaction despite potential issues.
- Promoted a positive work culture among team members by encouraging open communication channels and fostering camaraderie among colleagues.
- Trained and coached sales team members on best practices for customer service and sales techniques.
Bilingual Inbound Sales Supervisor
COMCAST CABLE COMMUNICATIONS
07.2017 - 10.2023
- Managed a team of 12-16 Bilingual Inbound Sales Customer Account Executives, ensuring optimal performance and high-quality service delivery.
Bilingual Retention Supervisor
COMCAST CABLE COMMUNICATIONS
09.2012 - 07.2017
- Managed a team of 12-16 Bilingual Inbound Retention Customer Account Executives, ensuring optimal performance and high-quality service delivery.
Outbound Call Center Sales Manager
ADKO CONSUMER PRODUCTS
02.2012 - 06.2012
- Built and managed an in-house call center/B2B sales team
- Evaluated the department's performance strategy and execution utilizing the Five-9 System.
Senior Account Manager
GLOBAL RESPONSE CORPORATION
07.2011 - 01.2012
- Directed operations of the customer care center for client CHARMING SHOPPES
- Managed a team of 50 employees, conducted training, supported, and led customer care professionals
- Implemented projects, process improvements, procedures, plans, and policies to meet customer service level agreements and ensure customer satisfaction/retention.
Call Center Sales Manager
TOTAL E MEDICAL
04.2009 - 09.2010
- Led the launch and oversaw daily operations of the Outbound Sales Call Center with 10 Sales Representatives to ultimately 150 ensuring efficient workflow processes were in place to maximize productivity while minimizing downtime.
- Managed the daily performance of customer service staff and lead generation inside sales reorder and retention teams
- Developed performance standards and metrics to evaluate sales agents and designed sales agent training modules.
- Coached employees on best practices for upselling additional products or services during customer interactions.
- Influenced business growth by identifying new market opportunities and expanding product offerings within the call center.
- Improved overall customer retention rates through consistent follow-up on client inquiries, highlighting potential areas of dissatisfaction before they escalate into larger issues.
- Collaborated with marketing department to create effective promotional campaigns for call center sales initiatives.
- Leveraged call center analytics to identify trends and areas of opportunity, continuously refining sales strategies to capitalize on these insights.
- Developed high-performing sales teams through comprehensive training programs and regular performance evaluations.
- Introduced new sales techniques, resulting in higher call conversion rates and increased revenue for the organization.
- Established performance benchmarks, setting clear expectations and holding team members accountable for meeting goals.
- Facilitated open lines of communication between team members, encouraging collaboration and knowledge sharing to drive continuous improvement efforts across the organization.
- Evaluated employee performance using established KPIs, providing constructive feedback to facilitate continued professional development.
Superintendent of Customer Services
CITY OF HOMESTEAD
06.2007 - 12.2008
- Commanded all Customer Service Division operations including customer service, collections, cash receipts, utility billing, and utility meter reading/services
- Managed a $2.8 million budget and a cross-functional team of 50 employees
- Established successful procedures for day-to-day operations and long-term planning. Implemented process improvements that slashed customer call wait times by 80 percent and cut operating costs by outsourcing billing statement processing.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Implemented new technologies to automate processes, resulting in reduced labor costs and increased efficiency.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Managed multiple simultaneous projects while maintaining strict deadlines and adhering to budget constraints.
- Worked closely with City of Homestead leadership and Commissioners to guide operational strategy, to meet the needs of the residency.
- Communicated effectively with City of Homestead stakeholders throughout each stage of various projects for transparency regarding progress updates as well as addressing any concerns raised promptly.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
Vice President of Operations
MTI
04.2003 - 04.2007
- Led the launch and oversaw daily operations of the Call Center with 5 Representatives to ultimately 50 ensuring efficient workflow processes were in place to maximize productivity while minimizing downtime.
- Directed daily operations of call center, facilities management, human resources, public relations, and quality assurance/control departments
- Developed performance metrics for reservations, customer service, and sales.
- Cultivated strong relationships with clients, vendors, and partners for mutually beneficial collaborations.
- Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Increased company profits through performance optimization strategies and efficiency improvements.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Director of Customer Care Operations
SUPRA TELECOM INC.
07.2001 - 01.2003
- Led the expansion of Call Center from 40 employees to 1500 across three call centers in Florida, Illinois, and Costa Rica.
- Oversaw daily operations of Call Center which encompassed Inbound Sales, Training, Provisioning and Billing Department's. Ensuring efficient workflow processes were in place to maximize productivity while minimizing downtime.
- Implemented quality assurance processes to monitor agent interactions and provide targeted coaching opportunities.
- Implemented SOPs, process improvements, crafted policies, and developed standardized workflows.
- Collaborated with cross-functional teams to identify areas of improvement in the customer journey and implemented targeted solutions.
- Set departmental objectives aligned with company goals; monitored progress closely against targets throughout reporting periods.
Education
Bachelor of Arts in Communications -
Rutgers University
Newark, New JerseyMaster of Business Administration -
Keller University
Miramar, FloridaSkills
- Organizational Leadership
- Customer Support and Call Center Operational Management
- Customer Relationship Management (CRM)
- Quality Assurance
- Process/Productivity Improvements
- Management Reporting
- Crisis Management
- Human Relations
- Performance Standards and Metrics
- Customer Relations
- Time Management
- Complex Problem-Solving
- Sales and Service Training
- Sales process optimization
- Sales team motivation
- Objection handling
- Verbal and written communication
- Operations Management
- Leadership and team building
- Staff Development
- Employee Motivation
- Business Analysis
Certification
Certified Call Center Manager (STI Knowledge)
Languages
Spanish
Native or Bilingual
Timeline
Internet Essentials Inbound Sales Supervisor
COMCAST CABLE COMMUNICATIONS
10.2023 - Current
Bilingual Inbound Sales Supervisor
COMCAST CABLE COMMUNICATIONS
07.2017 - 10.2023
Bilingual Retention Supervisor
COMCAST CABLE COMMUNICATIONS
09.2012 - 07.2017
Outbound Call Center Sales Manager
ADKO CONSUMER PRODUCTS
02.2012 - 06.2012
Senior Account Manager
GLOBAL RESPONSE CORPORATION
07.2011 - 01.2012
Call Center Sales Manager
TOTAL E MEDICAL
04.2009 - 09.2010
Superintendent of Customer Services
CITY OF HOMESTEAD
06.2007 - 12.2008
Vice President of Operations
MTI
04.2003 - 04.2007
Director of Customer Care Operations
SUPRA TELECOM INC.
07.2001 - 01.2003
Bachelor of Arts in Communications -
Rutgers University
Master of Business Administration -
Keller University
Certified Call Center Manager (STI Knowledge)
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