WILLIAM D. HUNT JR.
Matthews,NC
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
12
12
years of professional experience
Work History
Call Center Supervisor
TRUGREEN
02.2021 - Current
- Render hands-on assistance to new hire training and nesting by having served as both producer for 1 hiring season and facilitator for 3 hiring seasons; classroom sizes ranging from 20-70; both in person and virtual classrooms
- Complete no less than 15 coachings a week that involve face to face coaching and training in current Call Center Supervisor role
- Coaching objectives include covering processes, performance development, culture development, installation and navigation of new systems, and corrective actions
- Administer the daily activities of TeleCenter representatives responsible for receiving incoming and outgoing phone calls
- Demonstrate strong product and service knowledge in dealing with escalated calls involving difficult customers
- Take charge of monitoring calls and activities to guarantee adherence to performance standards and goals
- Assume responsibility in creating and maintaining company monitoring standards for TeleCenter sales representatives by reviewing and overseeing work progress and quality; driving efforts to achieve objectives
- Offer expert technical guidance to complex issues before escalation to IT saving company time
- Collaborate closely with the TeleCenter sales manager in establishing sales program and strategies encompassing efficiencies, service quality, and customer retention
- Play an integral role in developing a new sales process and providing support to multiple procedural changes.
Call Center Sales Representative
TRUGREEN
02.2020 - 02.2021
- Performed inbound sales calls, as well as numerous leadership responsibilities and assignments
- Brought key efforts in maintaining consistency as a top-ranking representative by achieving and exceeding target goals.
Small to Medium Business Retention Agent
SPECTRUM
07.2018 - 01.2020
- Executed duties in processing orders, creating correspondences, and resolving existing client issues to prevent service/order cancellation, increase satisfaction, and secure renewals and retention
- Dealt with managing several billing systems and upselling new products and services.
Business Owner
W.D. HUNT & ASSOCIATES
03.2017 - 07.2018
- Led daily operations which involved cold calling, follow-up with multiple leads, appointment scheduling, and other customer-related initiatives
- Solely developed an insurance business focused on mortgage protection coverage.
Indirect Sales Executive
CRICKET WIRELESS, LLC
09.2014 - 12.2016
- Offered sales and service support and presided over training for authorized retailer market managers, indirect store managers, and store representatives within the Charlotte, North Carolina market
- Oversaw the merchandising and store appearance of authorized retailer stores, as well as around 30 indirect stores
- Spearheaded setting of goals for managers, execution of strategies for all store goals, and delivery of marketing solutions for several stores
- Succeeded in assuming the marketing manager role for three consecutive months from September to December in 2014 which helped in the effectiveness of the overall marketing operations
- Earned recognition as the top indirect sales executive for achieving the turnaround of an underperforming entity into growth, thus receiving the two Celebrated Balance Results awards in June and July 2016.
Indirect Sales Representative
CRICKET WIRELESS, LLC
03.2013 - 09.2014
- Offered sales and service support and presided over training for authorized retailer market managers, indirect store managers, and store representatives within the Charlotte, North Carolina market
- Oversaw the merchandising and store appearance of authorized retailer stores, as well as around 30 indirect stores
- Spearheaded setting of goals for managers, execution of strategies for all store goals, and delivery of marketing solutions for several stores
- Succeeded in assuming the marketing manager role for three consecutive months from September to December in 2014 which helped in the effectiveness of the overall marketing operations
- Earned recognition as the top indirect sales executive for achieving the turnaround of an underperforming entity into growth, thus receiving the two Celebrated Balance Results awards in June and July 2016.
Indirect Sales Specialist, Lifeline/ETC
CRICKET WIRELESS, LLC
10.2011 - 03.2013
- Provided outstanding technical and sales support involving troubleshooting and installation of Lifeline/ETC systems
- Fulfilled installation of applications and equipment for the company's Lifeline program
- Managed sales and service training with regard to Lifeline application and recertification processes to over 65 indirect stores and 2 company-owned stores across Charlotte, North Carolina.
Education
Bachelor of Business Administration -
Strayer University
01.2024
Skills
- Performance Improvement
- Revenue Growth
- Marketing Operations Management
- Customer Support Staff Leadership, Training, and Development
- Cross-functional Collaboration
- Lead Generation
- Virtual Contact Center (VCC)
- Power BI
- Remote Desktop
- Olympus
- Microsoft Outlook
- Word
- Excel
- Powerpoint
Timeline
Call Center Supervisor
TRUGREEN
02.2021 - Current
Call Center Sales Representative
TRUGREEN
02.2020 - 02.2021
Small to Medium Business Retention Agent
SPECTRUM
07.2018 - 01.2020
Business Owner
W.D. HUNT & ASSOCIATES
03.2017 - 07.2018
Indirect Sales Executive
CRICKET WIRELESS, LLC
09.2014 - 12.2016
Indirect Sales Representative
CRICKET WIRELESS, LLC
03.2013 - 09.2014
Indirect Sales Specialist, Lifeline/ETC
CRICKET WIRELESS, LLC
10.2011 - 03.2013
Bachelor of Business Administration -
Strayer University
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