Overview
Work History
Education
Skills
Timeline
Home Office Specifications
Sales Skills
Indeed Skills Assessments
Camera Operator
Photography Editing Software
Indeed Skill Assessments
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Tina Marie Carmona

Randallstown,MD

Overview

24
24
years of professional experience

Work History

Call Center Director

Confidential (Start-Up)
01.2023 - 05.2023
  • Short Term Remote Executive Team Contract.
  • B2C Enrollment Sales.
  • Monitored call quality for 100+ remote agents and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Primarily Outbound Dialing Campaigns with Inbound Oversight.
  • Created Call Center Quality Assurance rating system, resulting in a 40% increase in call quality.
  • Worked as a member of the Executive Team to facilitate creation and adoption of new training & development certification program.
  • Created Remote Call Center policies and procedures.
  • Trained team members on performance metrics and methods to create a patient centered platinum level experience.
  • Developed a one-call close consultative sales approach.
  • Executed Monthly Performance Plans with representatives to to identify production gaps and celebrate successes.
  • Fostered performance development of staff through ongoing coaching and mentoring on best practices.
  • Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.
  • Worked as a member of the Executive Team to facilitate creation and adoption of new training & development certification program.
  • Created Remote Call Center policies and procedures.
  • Day-To-Day Programs Utilized In This Role: Five9, Ring.io, Google Suite, Slack, Zoom, Hubspot, Deputy, and Gusto.

Call Center Enrollment Sales Team Leader

DUOS Living (Start-Up)
04.2022 - 12.2022
  • Role was dissolved with restructuring of business model.
  • B2C Enrollment Sales.
  • Thrived in a start-up environment, creating and implementing a comprehensive Consultative Integrity Sales Certification Program for all Enrollment Specialists, resulting in a consistent 70%+ team conversion rate (95% Individual conversion rate).
  • Primarily Inbound Calls with Outbound Campaigns.
  • Independently developed Discussion Guides, Talking Points, Tear Sheets, Job Aides and more.
  • Created Call Center Quality Assurance standards, policies, and procedures, earning recognition for creativity,innovation, and attention to detail
  • Led training and development classes, delivering mentorship, coaching, and guidance to employees,fostering productivity, accuracy, and commitment to friendly service.
  • Created agent recognition programs and incentives to drive engagement and motivation.
  • Built strong relationships with cross-functional teams to facilitate teamwork and problem-solving.
  • Played a key role in increasing enrollments from 100 to 2,800 in five months through a small remote inbound call center enrollment team.
  • Monitored enrollment sales leads and developed call scripts, generated reports, and improved operational processes.
  • Developed and improved onboarding process and job ads.
  • Prioritized team and individual goals to effectively achieve business objectives.
  • Oversaw call-monitoring, coaching, performance and corrective action for all team members.
  • Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.
  • Communicated frequently and openly to motivate team members and drive goal achievement.
  • Participated in brainstorming sessions, providing feedback and executing new tactics to improve campaign and agent performance.
  • Generated reports detailing metrics such as call times and satisfaction ratings.
  • Handled advanced issues with calm, knowledgeable and professional approach.
  • Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
  • Day-To-Day Programs Utilized In this Role: Amazon Connect, KCRM, Google Suite, Slack, Tableau, Greenhouse, Operational Enrollment Registration Scheduling Tool, and Sandbox.

Senior Call Center Campaign Manager/Sr.Team Leader

N.W.A Group
03.2015 - 04.2022
  • Joined the organization during its start-up phase. Quickly promoted from a Grassroots Outreach Specialist to management.
  • B2B & B2C Enrollment Sales
  • Played a key role in creating successful outreach campaigns to promote constituent and B2B legislative letter writing campaigns.
  • Set clear team goals, delegated tasks, and provided ongoing motivated coaching to ensure high performance.
  • Utilized Virtual Contact Center KPI's to measure team effectiveness and made data-driven adjustments to ensure goal achievement .
  • Trained over 200 remote team members on effective communication and engagement strategies to promote constituent letter writing campaign participation while adhering to V.C.C. Best Practices & FCC Call Center Regulations.
  • Ensured all constituent interactions were compliant and free from personal opinions and high-pressure tactics that may influence constituent opinions.
  • Led hiring efforts including applicant sourcing and interviewing top candidates
  • New hire onboarding, training and development.
  • Fostered individual and team growth and performance excellence.
  • Achieved fast and effective real-time resolutions.
  • Coached and mentored team to increase productivity, accuracy, and commitment to delivering friendly service.
  • Implemented new working processes and trained team members to deliver multiple improvements to campaign processes and outcomes.
  • Utilized Quality Assurance feedback to provide coaching and development opportunities for team members, ensuring ongoing compliance with industry standards.
  • Successfully completed over 40 Grassroots Outreach Campaigns consistently exceeding campaign goals.
  • Conducted team member meetings, provided updates on best practices and ongoing expectations,and demonstrated company core values and objectives to encourage alignment and achievement.
  • Produced weekly, daily, and monthly activity reports and forecasts for campaign progress and team performance.
  • Demonstrated excellence in compliance and customer service standards, providing real-time Quality Assurance monitoring and support through live monitoring and agent chat systems.
  • Specialized in 1-on-1 Agent Coaching and Development.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Analyzed team performance and identified opportunities for additional training.
  • Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
  • Developed and implemented successful onboarding program.
  • Assisted in creating Discussion Guides and FAQs specific to each campaign.
  • Day-To-Day Programs Utilized In This Role: Five9 V.C.C, Google Suite, Conference Calling, Join.Me, Mikogo, Legiscribe, and Shiftboard.

Call Center Enrollment Coordinator

Institute Of Reading Development (Seasonal)
06.2015 - 08.2015
  • Scheduled new students for reading programs to help improve their reading skills and build a lifelong love of books.
  • B2C Enrollment Sales.
  • Finalized and processed enrollment applications.
  • Created and followed call scripts and flows to maximize effectiveness.
  • Provided prospective new students with information about reading programs.
  • Consistently Ranked Top 5 in sales nationwide for the entire season.
  • Recognized as one of the Top Producers in the Call Routing Plan due to my ability to yield optimal results.
  • Ranked in the Top Quarter of the office for re-enrollment and re-pitch sales (callback calls).
  • Successfully maintained a 90% conversion rate/close ratio.
  • Maintained a 85% ready time percent (actual ready hours ÷ scheduled ready hours), 98% call-accept ratio(calls accepted ÷ calls offered) and a 80% family capture rate.
  • Received and converted inbound calls from customers inquiring about a reading program for themselves or for a child, and selling the appropriate reading program to those customers.
  • Utilized high-end software to accurately input data as well as to navigate between multiple screens and programs in order to perform daily tasks.
  • Skillfully fielded a high volume of calls daily through a virtual call center and accurately processed payments while maintaining an efficient Talk Time/Call Length.
  • Regularly Earned performance bonuses and multiple incentives, including complimentary enrollment in a speed reading course hosted by IRD at Towson State University.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Leveraged sales expertise to promote products and capitalize on upsell opportunities.
  • Day-To-Day Programs Utilized In This Role: Unified Agent Desktop, Dashboard (UAD), White-Board, WebEx, and various internet research tools.

Senior Account Representative

Greater Chesapeake Region- The American Red Crosss
04.2007 - 05.2013
  • Hybrid Remote Road Warrior.
  • Consistently made outbound new business development calls to prospects (using self generated & referral leads.
  • B2C & B2B Recruitment Sales.
  • Adhered to recruitment sponsor guidelines.
  • Donor Recruitment.
  • Territory Management- 1B3
  • Worked cross-functionally with multiple internal teams and call center donor recruitment management.
  • Blood Drive marketing & promotions.
  • Served as the Spokesperson for television, radio and newspaper interviews specific to 1B3 Territory.
  • Prospected, Researched, Originated, recruited and qualified new prospects through outbound cold calling, business to business solicitation, and utilization of CRM to track all opportunities resulting in a 20% increase in New Business/Blood Drive Sponsorships within assigned territory.
  • Built a book of business and increased 1B3 Territory blood collection amounts.
  • Successfully managed 8 zip codes and over 100 Blood Drive Sponsor Accounts in assigned Upper Chesapeake & Potomac Blood Services Territory (1B3).Trained and coached Recruitment Teams.
  • Established and maintained business relationships with blood drive sponsors including but limited to: hospitals, universities, schools, churches, individuals and other various community based organizations.
  • Followed 12-Week Recruitment Cycle.Recruited potential blood donors at community, educational institutions and corporate blood drives to ensure over 90% of blood drives within assigned territory met or exceeded desired projection to achieve weekly, monthly and annual collection goals.
  • Patient-focused and executed an average of 30 blood drive events per month.
  • Scheduled and implemented education programs for Sponsor Chairperson (s) , recruitment committees, line volunteers and volunteer tele-recruiters within assigned groups to assist in meeting collection objectives, and comply with all ARCBS directives, Code of Federal Regulations, local operating procedures and other related regulatory requirements.
  • Performed all duties and responsibilities in compliance with standard operating procedures, Safety Quality Identity Potency Purity (SQUIPP), regulations outlined in the Code of Federal Regulations (CFR), Occupational Safety and Health Administration (OSHA) and other applicable Federal,state and local regulations.
  • Executed Blood Donor Recruitment Programs, organized and managed all aspects of the recruitment process in order to meet goals for assigned 1B3 territory.
  • Expanded existing Sponsor Groups by 20%.Promoted ARC blood drive programs to community leaders and groups, companies and businesses,educational groups, churches and other civic and community groups.
  • Prepared, assessed and responded to monthly forecast information.
  • Balanced productivity, customer service, and compliance to ensure a positive donor experience
  • Executed Blood Donor Recruitment Programs, organized and managed all aspects of the recruitment process in order to meet/ exceed goals and projection accuracy for assigned territory.
  • Prioritized time and resources to maximize effectiveness of territory.
  • Acted as a territory liaison between multiple departments: Blood Services, Scheduling, Transportation,Warehouse, Marketing, Event Rental Vendors, Printing Services and Support staff.
  • Adhered to all administrative duties including on-time compliance for all reporting requests.
  • Fostered strong relationships with Blood Drive Sponsors to maintain a high level of retention.
  • Represented the ARC Blood Service Division through personal contacts, public speaking engagements and educational presentations.
  • Day-To-Day Programs Utilized In This Role: Google Suite, Microsoft Office, (CRM) Software Hemasphere and Web-based Sponsors for Life.

Client Success Manager & Account Executive

FWP, Inc.
08.2007 - 12.2010
  • Start-Up organization. Client-facing remote role.
  • Client Relationship Management-Conducted regular check-ins with clients to assess satisfaction and address any concerns.
  • B2B & B2C Sales.
  • Anticipated key account changes and improvements.
  • Addressed client needs and deliverables according to proposed timelines.
  • Generated qualified leads through a variety of engagement efforts and identified high-value opportunities.
  • Assessed client needs and developed plans to adequately address current and future objectives.
  • Identified opportunities to up-sell services.
  • Handled both phone and email correspondence with high-level executives and decision makers.
  • Fostered client trust by addressing concerns and needs using targeted problem-solving.
  • Answered questions and inquiries pertaining services.
  • Field Marketing Logistics Coordination to ensure deliverables for various client brand initiatives at store level and events.
  • B2B cold calling.
  • Contract Negotiation and Contract Drafting.
  • Designed & distributed targeted marketing materials.
  • Adhered to sales contract agreements and high-quality service delivery.
  • Website creation and design.
  • Oriented newly hired contractors by providing company information and key selling points for specific brands; including facilitating brand sales trainings and field marketing strategies specific to client campaigns.
  • Achieved event marketing staffing objectives across the Tri-State Area by recruiting Brand Evangelist, Brand Ambassadors, Spokes-models and Field Marketing Event Mangers (and other related event staff) through strategic tactical planning and program management.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
  • Interviewing applicants.
  • Facilitated contractor compensation negotiations, onboarding processes and payroll.
  • Determined required job seeker qualifications for potential interview by reviewing and evaluating resume and application information.
  • Recruited top talent to maximize profitability.
  • Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.

Show Host & Producer (Freelance)

McDonough Davis & Associates
01.2006 - 12.2010
  • Won 6 Telly Awards.
  • Delivered exceptional programming to audience members by always researching events, guests and programs thoroughly.
  • Stayed up-to-date on FCC requirements for various shows, adapting stories and plans accordingly.
  • Participated in editorial meetings to discuss story ideas and content.
  • Reported from field locations and wrote stories under tight deadlines.
  • Researched and analyzed newsworthy events, trends and issues.
  • Edited and fact-checked content for accuracy.
  • Covered special events and local spotlights with eye for detail and tenacious pursuit of important information.
  • Operated studio equipment and produced show advertisements.
  • Interviewed show guests and moderated discussions.
  • Researched topics for comment and discussion.
  • Managed Guest and Talent Bookings.
  • Operated field equipment and produced show segments.
  • Interviewed show guests and moderated discussions.
  • Researched topics for comment and discussion.
  • Assisted in coordination of on-site interviews, managing schedule to stay organized.
  • Facilitated communication between production staff and other departments to synchronize work.
  • Coordinated with producers and on-air talent to create program content, new ideas, and segments.
  • Developed production plans and organized resources to achieve prompt delivery of projects.
  • Remained highly composed and calm in very fast-paced, stressful and constantly changing environments to provide optimal leadership and achieve desired results.

Call Center Team Lead (Outbound)

Maryland Public Television
01.2005 - 09.2009
  • Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
  • Player Coach Role.
  • Oversaw a team of 30 call center agents focused on outbound membership renewal calls.
  • Adherence to FCC Call Center Regulations and Standards.
  • Built and maintained donor relationships, through phone interactions.
  • Cultivated individual donor/member relationships increasing membership tiers by 10%.
  • Manage additional projects regarding communications/marketing, development mailings (direct mail appeals and stewardship).
  • Increased Inbound Pledge Drive Answer Rate by 5%.
  • Performed cold-calling and follow-ups with leads to secure new membership revenue.
  • Promoted high level of customer satisfaction using strong relationship-building skills, consistent follow-up and prompt issue resolution.
  • Leveraged proven sales methods to increase revenue and surpass sales objectives.
  • Maintained thorough record keeping,
  • Ensured timely donor stewardship and accurate donor data entry. Oversaw data for financial gifts processed over the phone and data reconciliation.
  • Provided Quality Assurance Review of data entered for pledge drive memberships.
  • Assisted Volunteer Group Coordinator in training studio based volunteer groups of 25+ participants in On-Air Broadcasting Standards & Call Center Best Practices (Inbound & Outbound Calls) ; along with demonstrating how to use Call Center Equipment for On-Air LIVE Membership Pledge Drives and various off-air campaigns.
  • LIVE studio tech support for both volunteer groups and internal call center agents.
  • Cross-Coordination with internal teams, volunteer groups and the production crew.
  • Generated and monitored productivity reports.
  • Used consultative sales approach to understand and meet member needs.
  • Prepared bulk membership mailings.

Regional On-Air Pledge Host (Freelance)

Maryland Public Television (PBS/MPT)
01.2005 - 09.2009
  • Co-Hosted LIVE On-air & Pre-Recorded Membership Fundraiser Drives.
  • Researched topics for commentary and discussion.
  • Informed viewers about sponsored events, outreach and membership goals.
  • Participated in training sponsorship groups on inbound telephone technology and call routing system to retrieve LIVE membership calls.
  • Helped prepare bulk membership welcome letters.
  • Read prepared teleprompter scripts for LIVE Television and pre-recorded segments.
  • Promoted educational, informational, cultural and entertaining Maryland Public Television's (PBS)programs and services.
  • Educated viewers about Maryland Public Television's mission and programming.
  • Followed floor directions, performed IFB earpiece instructions from producers, adhered to FCC requirements & regulations.
  • Responsible for personal styling and glam.

Center Director of Sales

Together
06.2004 - 04.2007
  • Led flagship location in achieving $100k monthly sales average through a one-call close consultative sales approach.
  • B2C Enrollment Sales.
  • Led team in achieving 90% inside sales conversion rate.
  • Implemented operational daily processes which improved efficiency and productivity.
  • Player Coach Role, sold high-end (high ticket) intangibles/service memberships.
  • Effectively presented and closed prospects in 90 minutes or less.
  • Cross-Functional Coordination with Call Center Management to ensure Center productivity goals were met and or exceeded.
  • Attended meetings to make informed business decisions, provide administrative support and evaluate progress toward goals and objectives.
  • Supervised staff and participated in hiring, training and performance evaluations to establish and enforce policies and procedures for business functions.
  • Encouraged coordination and cooperation among departments and continuous review of interdepartmental processes to support quality control and improvement.
  • Coordinated office events, seminars and meetings for staff and clients.
  • Identified opportunities to streamline processes and improve office operations and efficiency.
  • Built and managed processes for tracking and monitoring department performance.
  • Created reports, presentations and other materials for executive staff.
  • Oversaw daily appointment scheduling and itinerary coordination.
  • Utilized patience, practice, and persistence to masterfully 'Take-Over' difficult sales presentations as The Closer.
  • Provided vision and leadership for the Enrollment Department.Performed cost- benefit and needs analysis of potential members/clients to meet their needs.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Offered friendly and efficient service to clients, handled challenging situations with ease.
  • Developed and maintained courteous and effective working relationships.
  • Qualified client prospects/new member candidates -responsible for filling database with high end members.
  • Ensured that all required paperwork and legally required documents were completed accurately and ina timely manner.
  • Worked directly with company Vice President to strategize ways to increase company revenue by generating new leads and closing membership contracts within agreed upon schedule.
  • Recruited, Trained, Developed and Motivated Enrollment Sales Counselors to meet performance objectives.
  • Established and maintained positive business and member/client relationships.
  • Managed Enrollment Team Schedules and processed time sheets.
  • Participated in internal initiatives aimed at improving center operations and revenue.
  • Assisted company Vice President with travel arrangements, business meetings, and itineraries as needed.
  • Effectively networked with other local, regional, and corporate management teams regularly.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Managed team of sales representatives, providing guidance, coaching and support.
  • Forecasted sales and established processes to achieve sales objectives and related metrics.
  • Established pricing strategies to maintain competitive pricing and maximize profits.
  • Directed sales support staff in administrative tasks to help sales reps close deals.
  • Prepared sales presentations for clients showing success and credibility of the service.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Collaborated with other departments to develop team building activities and monthly cross-departmental contests, prizes and incentives.

Account Executive & Spokesperson

The Health Wagon
05.2003 - 09.2004
  • Conducted Sales Presentations and Demonstrations Daily; with audiences of 20+ in attendance.
  • B2B & B2C Sales.
  • Built and strengthened relationships with new and existing accounts to drive revenue growth.
  • 93% Conversion Rate.
  • Qualified leads, built relationships and executed sales strategies to drive new business.
  • B2B Cold Calling.
  • Provided B2B value based sales presentations & seminars to highlight product benefits and increase client revenue.
  • Improved sales by 30%.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Strengthened customer relationships with proactive and collaborative approach to managing needs.
  • Attended networking events to build relationships and identify sales opportunities.
  • Stayed up-to-date on emerging industry and product standards and trends to revitalize accounts.
  • Cross-sold products and services to clients to secure additional business and grow revenue streams.
  • Serviced accounts and proposed new products and services to maximize revenue.
  • Gathered information from clients to secure accounts, verify payment and identify special requirements.
  • Conducted integrated sales presentations to illustrate value of products and tailor call-to-action.
  • Applied needs-based analysis to assess current satisfaction and importance of various product features to customers.
  • Marketing & Promotions Campaign Management.
  • Assisted with e-commerce efforts.
  • Coordinated, cultivated and produced customer leads and provided follow up.
  • Mastered Alternative Medicine terminology, sales practices, and business acumen to conduct meetings with small business owners, Healthcare, Nutrition, and Fitness professionals.
  • Developed to new business, while maintaining and growing existing accounts.
  • Created and delivered sales presentations and closed sales in a professional and effective manner.
  • Attended & Hosted seminars, trade shows, and conferences throughout the Tri-State area.
  • Prospected and developed new relationships in person and on the phone.
  • New Business Development-75+ Outbound Calls Daily.
  • Assisted with all marketing efforts including but not limited to radio, print, and online.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.

Call Center Quality Assurance Team Leader

B.H. Funding
05.2003 - 08.2004
  • Communicated directly with QA team to review agent performance metrics and compliance adherence.
  • B2C Sales.
  • Coached internal and off-shore agents on Call Center Best Practices and provided articulation improvement strategies.
  • Created Agent Scoring System.
  • Reviewed Pre-Recorded Customer Service, Enrollment Sales and Retention Calls.
  • LIVE Monitoring.
  • Drafted Reports and projections for owner.
  • Provided real-time coaching, guidance and feedback to customer service & sales agents to achieve development goals.
  • Improved average hold times, resolution rates and satisfaction scores through staff development.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Trained team members on performance metrics and costumer behavior identification.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and one-call resolution techniques.

On-Air LIVE Radio Personality & Segment Producer

91.9 WFWM Public Radio
09.1999 - 05.2003
  • Hosted the I Reggae Broadcast as DJ Lady T', increased program ratings by 15%.
  • Creatively filled 2-hour LIVE time-slot allocated for original segment.
  • Found, researched, fact-checked and wrote scripts for relevant campus news topics, created format related commentary and drafted public service announcements.
  • Artist & Label Prospecting Phone Calls.
  • Generated record label artist leads and cultivated industry relationships for on-air programming.
  • Attended promotional events to create station awareness and build listener reach.
  • Answered booth call line and took song suggestions or comments from listeners.
  • Hosted music, news and entertainment segments for well-rounded radio shows.
  • Devised marketing and promotional campaigns to increase ratings and listener base.
  • Selected and created audio cuts and pre-produced audio programs for more fluid broadcasting.
  • Made promotional appearances at public events.
  • Played music tracks from self pre-planned playlists.
  • Maintained excellent verbal and communication skills, with an outstanding ability to relate and communicate with the WFWM Radio audience in a positive manner on & off air.
  • Interacted with the general public on a day to day basis.
  • Promoted WFWM Radio sponsors/underwriters.
  • Maintained Program Log.
  • Adhered to FCC Compliance and Procedures for LIVE Broadcast.
  • Operated sound board equipment.
  • Prepared and deliver news, sports, community updates and/or weather updates.
  • Served as spokesperson and representative for station at assigned station events and other community forums.
  • Checked weekly program themes and managed song request line.
  • Introduced upcoming broadcasts and guided audience through entertainment.
  • Presented weather, news and public service announcements to listeners.

Call Center Donor Recruitment Specialist -Seasonal

Fraternal Order Of Police (Regional Lodges)
05.2000 - 05.2002
  • Participated In Outreach Donor Recruitment Outbound Cold Calling for various FOP lodges to local residents and businesses.
  • B2C & B2B Sales,
  • Seasonal Summer & Winter Break Role.
  • 85% Conversion Rate. Top 5% Producer.
  • Prospecting and maintaining a healthy sales pipeline.
  • Assisted donors by answering questions and responding to inquiries.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests for products, services, and company information.
  • Learned and maintained in-depth understanding of FOP information & efforts in order to provide knowledgeable responses to diverse questions and provide accurate information.
  • Accurate Data Entry and Maintaining Records.
  • Compliance Adherence.
  • Processed financial transactions over the phone.

Education

Bachelor of Science - Theater Arts, Minor in Writing

Frostburg State University
Frostburg, MD
05.2003

Skills

  • Media Trained
  • Improvisation (Washington Improv Theatre)
  • Types 80 WPM
  • Noise Free Distraction Free Fully Equipped Home Office With High Speed Internet
  • Defining & Implementing Core Processes
  • CRM Data Management
  • Consultative Integrity Selling
  • Commitment To Service Excellence
  • Coaching and Mentoring
  • Goals and Performance
  • Individual Sessions
  • Management Training
  • Quality Assurance
  • Customer Satisfaction
  • Contact Center Software
  • Critical Thinking
  • Information Tracking
  • Employee Motivation
  • Report Writing
  • Microsoft Office
  • Operational Efficiency
  • Technical Support
  • Employee Support
  • Scheduling Proficiency
  • Administrative Support
  • Consistent Presentations
  • Executive Leadership
  • Sales Strategies
  • Constructive Feedback
  • Timekeeping Abilities
  • Job Assignments
  • Motivational Leadership
  • Training Delivery
  • Training Coordination
  • Customer Care
  • Disciplinary Action
  • Social Perceptiveness
  • Interpersonal Communication Skills
  • Reading Comprehension
  • Quality Improvement Strategy
  • Schedule Coordination
  • Morale Improvements
  • Operational Standards
  • Customer Interaction
  • Team Mentorship
  • Business Correspondence
  • Strategic Goals
  • Employee Motivation and Performance
  • Adaptable and Flexible
  • Mission and Vision
  • New Employee Orientation
  • Balanced Work Ethic
  • Outbound Calling
  • Patient Interviewing Skills
  • Organization and Time Management
  • Reliability and Dedication
  • Multi-Line Telephone Systems
  • Verbal and Written Communication
  • Project Management
  • Active Listening
  • Training Manuals
  • Sales Meetings
  • Training Program Management
  • Human Resources Collaboration
  • Employee Training
  • Sales Team Development
  • Training Program Creation
  • Training Documentation
  • Video Conferencing
  • Training Material Revision
  • Report Preparation
  • Coaching and Development
  • Prepare Materials
  • Develop Training Programs
  • Individualized Instruction
  • Record Videos
  • Online Training
  • Incentive Initiatives
  • Lead Simulations
  • Innovative Training Approaches
  • Program Performance Assessment
  • Sales Team Development
  • Mission Understanding
  • Performance Monitoring
  • Sales Goals
  • Workshop Coordination
  • Skilled in Microsoft Office
  • Standard Operating Procedures Understanding
  • Role Playing
  • Content Scheduling
  • Google Drive
  • Multimedia Presentations
  • Corrective Actions
  • Customer Engagement Strategies
  • Facilitate Group Discussions
  • Job Description Development
  • Interviewing and Prescreening
  • Confidential Records Management
  • Screening Processes
  • Background Check Investigations
  • Job Applicant Interviews
  • HR Policies
  • Customer Accounts Management
  • Interviewing Abilities
  • Resume Screening
  • Orientation and Onboarding
  • Relationship Cultivation
  • Recruitment Strategies
  • Employee Onboarding
  • Company Leadership
  • Equal Employment Laws
  • Providing Feedback
  • Developing Agendas
  • Performance Management Systems
  • Employee Performance Reviews
  • Advising Department Managers
  • Onboarding, Training and Development
  • Internal Communications
  • Creative Strategies
  • Complex Problem-Solving
  • Competency Evaluations
  • Mentoring
  • Sales Proficiencies: Consultative Integrity Selling, Contract Negotiation, Lead Generation, Prospecting, Cold Calling, Sales Call Scripting/Conversation Guide Creation, One-Call Closing, First Call Resolution, Outbound & Inbound Calls and Solution Selling

Timeline

Call Center Director

Confidential (Start-Up)
01.2023 - 05.2023

Call Center Enrollment Sales Team Leader

DUOS Living (Start-Up)
04.2022 - 12.2022

Call Center Enrollment Coordinator

Institute Of Reading Development (Seasonal)
06.2015 - 08.2015

Senior Call Center Campaign Manager/Sr.Team Leader

N.W.A Group
03.2015 - 04.2022

Client Success Manager & Account Executive

FWP, Inc.
08.2007 - 12.2010

Senior Account Representative

Greater Chesapeake Region- The American Red Crosss
04.2007 - 05.2013

Show Host & Producer (Freelance)

McDonough Davis & Associates
01.2006 - 12.2010

Call Center Team Lead (Outbound)

Maryland Public Television
01.2005 - 09.2009

Regional On-Air Pledge Host (Freelance)

Maryland Public Television (PBS/MPT)
01.2005 - 09.2009

Center Director of Sales

Together
06.2004 - 04.2007

Account Executive & Spokesperson

The Health Wagon
05.2003 - 09.2004

Call Center Quality Assurance Team Leader

B.H. Funding
05.2003 - 08.2004

Call Center Donor Recruitment Specialist -Seasonal

Fraternal Order Of Police (Regional Lodges)
05.2000 - 05.2002

On-Air LIVE Radio Personality & Segment Producer

91.9 WFWM Public Radio
09.1999 - 05.2003

Bachelor of Science - Theater Arts, Minor in Writing

Frostburg State University

Home Office Specifications

Apple/MAC based home office- Macbook Pro (MacOS Big Sur) and iMac with 27 inch screen. High-Speed Internet (+wired ethernet) 287.13 Mbps (download speed 210.13 (upload speed). Fax, Printer, Scanner, Copier, Shredder, Noise Canceling USB Headset and landline support.

Sales Skills

Integrity Selling, Consultative Selling, Solution Selling, Leadership & Management Training, Strategic Selling, Campaign/Project Trainer, Foster's First Call Resolution Best Practices, Quality Monitoring, Defining & Implementing Core Processes, Commitment to Service & Excellence, Maintains Quality & Quantity Standards and One-Call Close Selling Techniques.

Indeed Skills Assessments

  • Customer service: Proficient_March 2022
  • Attention to detail: Proficient_October 2021
  • Administrative assistant/receptionist: Expert_March 2022
  • Work style: Professionalism: Highly Proficient_December 2021
  • Customer focus & orientation: Proficient_August 2021
  • Sales skills: Highly Proficient_June 2021
  • Customer service: Proficient_March 2022
  • Inside sales: Proficient_September 2021
  • Sales skills: Highly Proficient_June 2021
  • Management & leadership skills: Impact & influence: Proficient_March 2022
  • Management & leadership skills: Planning & execution: Highly Proficient_March 2022
  • Sales skills: Highly Proficient_June 2021
  • Management & leadership skills: Impact & influence: Proficient_March 2022
  • Verbal communication: Proficient_March 2022
  • Administrative assistant/receptionist: Expert_March 2022
  • Inside sales: Proficient_September 2021
  • Administrative assistant/receptionist: Expert_March 2022
  • Supervisory skills: Motivating & assessing employees: Highly Proficient_November 2022
  • Teamwork: Interpersonal skills: Highly Proficient_March 2022
  • Customer service: Proficient_March 2022
  • Working with MS Word documents: Expert_March 2022
  • Sales skills: Highly Proficient_June 2021

Camera Operator

Studio Cameras, DVC-Pro, DV-Cam's, Professional Broadcast Quality Panasonic & Sony Video Cameras, Canon XL-2, Sony HD-Cam's, Panasonic Full HD CAM's, Sony PXW CAM's, Sony HXR CAM's, Canon X-series CAM's, JVC 4K CAMs, Nikon D Series Cameras and more. Studio and field lighting + Audio Equipment.
Video Editing: Final Cut Pro, Adobe Premiere, Pinnacle, iMovie, Video-Star and some Media100 + Avid Video Editing

Photography Editing Software

Adobe Creative Cloud Suite, Adobe Photoshop, Lightroom, Canva, Keynote, Ribbet, CollageIt, Fotor, Picasa, PicCollage, YouCam
Retouching including: color correction, exposure balancing, adding blue skies, object removal, blending images & proficient with working with multiple layers.

Indeed Skill Assessments

  • Administrative assistant/receptionist: Expert_March 2022
  • Working with MS Word documents: Expert_March 2022
  • Customer service: Highly Proficient_March 2022
  • Work style: Professionalism: Highly Proficient_December 2021
  • Customer focus & orientation: Highly Proficient_August 2021
  • Sales skills: Highly Proficient_June 2021
  • Planning & execution: Highly Proficient_March 2022
  • Motivating & assessing employees: Highly Proficient_November 2022
  • Teamwork: Interpersonal skills: Highly Proficient_March 2022
  • Impact & influence: Proficient_March 2022
  • Verbal communication: Proficient_March 2022
  • Attention to detail: Proficient_October 2021

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