Vanessa Fonseca
Orlando,FL
Summary
A dynamic and highly motivated General Manager with seven years of call center experience. Results driven professional with skills dedicated towards the success of each employee and overall company growth. Versatile manager with background in coordinating diverse teams and managing complex projects. Skilled in strategic planning, operational improvement, and fostering collaborative environments. Demonstrated ability to enhance efficiency and productivity while maintaining high standards of quality. Successfully implemented innovative solutions that resulted in positive organizational changes.
Overview
17
17
years of professional experience
Work History
Director of Special Projects
Insurance Supermarket
Miami, FL
03.2022 - Current
- Researched potential grant opportunities.
- Maintained updated knowledge through continuing education and advanced training.
- Researched grant opportunities from foundations or other organizations.
- Researched availability of funding sources such as grants or tax incentives for eligible projects.
- Conducted research into potential tax incentives available to the business.
- Conducted research into areas where clients may benefit from tax incentives or other benefits related to their investments.
- Researched compensation, insurance, and vacation days within employee benefits programs.
- Reviewed job descriptions regularly to ensure accuracy of duties assigned to each position.
- Researched industry trends to inform compensation and performance strategies.
- Evaluated current HR processes and recommended changes when necessary to improve efficiency.
- Identified, screened and interviewed potential employees.
- Coordinated various benefits programs such as medical insurance, retirement plans and vacation policies.
- Supported top talent identification processes by interviewing candidates and executing onboarding, orientation, and benefits processes.
VP of Operations
Insurance Supermarket
Miami, FL
07.2020 - 07.2022
- Worked closely with cross-functional teams such as finance, legal, operations.
- Enhanced product knowledge through continuous learning and professional development activities.
- Conducted regular meetings with sales team to review performance and set goals.
- Attended industry events, conferences, and tradeshows to network and generate new business leads.
- Prepared and submitted sales reports and expense reports on a regular and timely basis.
- Developed and implemented strategic sales plans to achieve corporate objectives.
- Monitored performance metrics such as ROI, conversion rate, cost per sale.
- Implemented innovative CRM systems to improve efficiency of lead management processes.
- Set and monitored sales targets for individual team members and the team as a whole.
- Reviewed sales pipelines on a weekly basis to identify areas for improvement or potential issues.
- Ensured compliance with sales policies, practices, and legal requirements.
- Resolved customer complaints regarding sales and service.
- Acted as a liaison between the customer and cross-functional internal teams.
- Supported sales team members to drive growth and development.
- Built strong relationships with internal stakeholders at all levels of the organization.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Completed day-to-day duties accurately and efficiently.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Worked with cross-functional teams to achieve goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Permitting Coordinator
City Roofing And Remodeling
Orlando, FL
01.2018 - 07.2020
- Assisted with permit applications for new construction projects.
- Provided guidance on best practices for obtaining necessary permits in a timely manner.
- Submitted required documents to local authorities for approval of proposed projects.
- Coordinated with contractors, engineers, and other stakeholders involved in the permitting process.
- Maintained accurate records of all permits issued including expiration dates and fees paid.
- Identified potential risks associated with certain projects based on local rules or restrictions.
- Responded to inquiries from contractors or developers regarding permit-related matters.
- Developed procedures for tracking, monitoring, and filing of all necessary paperwork.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Recognized by management for providing exceptional customer service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Updated and maintained databases with current information.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
General Manager
Insurance Supermarket, Inc
03.2010 - 04.2017
- Implementation of a dialer (2012) to improve call distribution and operational efficiency of new and older leads which resulted in an overall increase of Face to Face meetings from 2012 to 2013 of 64%
- Streamlining client intake information which resulted in an overall increase on employee hourly production of .71 appointment booked per hour worked in 2013 to .85 appointment booked per hour worked in 2016
- Initiated specific sales training program to increase sales production which resulted an increase in revenue of 18.19% from 6/1/2014 to 01/01/2017
- During the same time period there was an increase in the number of submitted applications from 11,197 to 13,069; a 16.72% increase
- Revision of the script combined with a smaller booking window led to an overall decrease on appointment cancellation from 1/1/2014 of 33.72% to 1/1/2017 of 17.21%
Sales Professional
Jared the Galleria of Jewelry
05.2009 - 07.2011
- Demonstrated outstanding customer service
- Participated in all areas of store operations including merchandising, displays, and maintenance
- Attended product training classes
- Pandora Ambassador
Sales Consultant
Shane & co
06.2008 - 02.2009
- Sold top designers such as: Verragio, A
- Jaffie, and Ritani
- Provided a compelling sales presentation based on sales training
- Ability to work as a team in a sales presentation to overcome customer objections and close additional sales
- Specialized training in selling diamonds, pearls, rubies, and sapphires
Education
Bachelors of Science -
Mercy College
Dobbs Ferry, NYSkills
- Problem Solving
- Conflict resolution
- Flexibility
- Adaptability
- Self-motivation
- Leadership
- Communication
- Planning
- Delegation
- Cross-functional team leadership
- Market analysis
- Corporate communications
- Process improvement
- People management
- Sales management
- Microsoft Office Suite
References
References available upon request.
Timeline
Director of Special Projects
Insurance Supermarket
03.2022 - Current
VP of Operations
Insurance Supermarket
07.2020 - 07.2022
Permitting Coordinator
City Roofing And Remodeling
01.2018 - 07.2020
General Manager
Insurance Supermarket, Inc
03.2010 - 04.2017
Sales Professional
Jared the Galleria of Jewelry
05.2009 - 07.2011
Sales Consultant
Shane & co
06.2008 - 02.2009
Bachelors of Science -
Mercy College
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