American Management Association
Call Center Manager
November 2014 — Present
• Oversaw start-up of outbound B2B call center; manage entire operation with remote report to NY.
• Develop high performance teams through interactive coaching and mentoring.
• Designed/implemented comprehensive training and talent development program for facilitated team success.
• Developed account management system and dashboards for effective territory management, coaching, and business/action plan development and preparation of team for eventual assumption of territory account manager roles. Surpassed expectations within six-month period; promoted six reps within four months.
• Evaluate performance/programs, collaborating with senior management to initiate and sustain continued growth.
• Manage daily operation of call center.