Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Sylina Fonville- Dixon

Garner,NC

Summary

Resourceful Supervisor trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets.

Overview

16
16
years of professional experience

Work History

Supervisor

Infinity Marketing
Raleigh, NC
07.2012 - Current
  • Train new Associates on the software and operating systems of the department; increasing the development of the team by improving individual and team performance and decreasing turnover rate
  • Performed daily, weekly, and monthly training with team on all updated Job Aids, Systems and all training materials
  • Calibrate daily, weekly as a team with our client in order to remain informed of updates, goals, and potential challenges
  • Prepared performance reports for employees to be submitted to management
  • Advanced Associates with the ability to apply appropriate sales techniques and demonstrate sustained achievement of stated sales goals
  • Handled multiple projects and tasks
  • Formulated monitoring forms a layout of strengths and weakness observed on calls with customer to be used during coaching sessions
  • Ensured that all team members clearly understood their roles while implementing all sales techniques
  • Model calls and techniques for future references
  • Successfully managed inside sales team, while consistently meeting and exceeding all daily, weekly, and monthly quotas and sale goals.

Team Leader/Supervisor

Awnings Direct
Clayton, NC
03.2008 - 12.2012
  • Responds to telephone inquiries and complaints using standard scripts and procedures
  • Provide assistance and troubleshooting issues for customers
  • Observe and evaluate customer accounts to ensure excellent and efficient customer service
  • Assisted with escalated calls while successfully exciting quality customer service through fast responsiveness, reliability, Assurance, and professionalism
  • Manage day-to-day communication with customer interaction by phone, video, or email
  • Utilize problem resolution and negating skills to deescalate any irate customers
  • Ability to navigate through multiple computer applications with speed and accuracy
  • Determine call routing and escalation to include management updates, trends, analysis, and improvement process recommendations
  • Utilize problem-solving skills to assist team members in providing effective, efficient, and excellent quality customer service
  • Side jacked one on one with reps to provide model calls and techniques for the quality of calls for future references and coaching sessions.

Education

Diploma -

Mary E Phillips
01.1990

Skills

  • Familiar with MS Word, Excel, and Interner applications, able to learn new programs, Skilled in research, analyzing data, writing, and editing, Detail-oriented, accurate, and dependable With uncompromising work ethic, Strive to understand cleint needs with exceptional results Exceed all sales goals and quotas daily weekly and monthly (10 years)
  • Inside Sales
  • Upselling
  • Team Management
  • Program Management
  • Help Desk
  • Operating Systems
  • Microsoft Windows
  • Inventory Control
  • Staff Management
  • Strategic Planning
  • Data Analytics
  • Process Improvement
  • Schedule development
  • Business Administration
  • Employee Motivation
  • Process Monitoring and Improvement
  • Training and mentoring
  • Staff Discipline
  • Staff Development
  • Policy Enforcement
  • Negotiation
  • Goal-Oriented
  • Complex Problem-Solving

Personal Information

Willing To Relocate: Anywhere

Timeline

Supervisor

Infinity Marketing
07.2012 - Current

Team Leader/Supervisor

Awnings Direct
03.2008 - 12.2012

Diploma -

Mary E Phillips

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Sylina Fonville- Dixon