Alexandra Voinea
Telemarketing & Contact Center Operations Manager
Ploieşti,PH
Summary
Results-driven Manager with over 11 years of experience leading high-performing teams to exceed sales targets and enhance customer satisfaction. Proven expertise in developing and implementing strategic plans, optimizing operational efficiency, and leveraging data analytics to drive business growth. Adept at managing large-scale operations, fostering employee engagement, and ensuring compliance with industry regulations. A strong communicator and leader, skilled in cross-functional collaboration and continuous process improvement to achieve organizational objectives.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
Work History
Telemarketing & Contact Center Operations Manager
Studio Moderna
10.2021 - Current
- Led and managed a team of over 350 employees across multiple contact centers, executing nationwide sales plans and regularly reviewing action plans with supervisor teams to boost sales
- Developed and implemented inbound, outbound, and customer service strategies, optimizing scripts and messaging techniques
- Monitored project progress and managed the budget, ensuring key milestones were met within budget constraints, resulting in a 20% cost savings
- Conducted regular performance reviews and implemented improvement initiatives, resulting in a 25% reduction in operational errors
- Developed CRM tools for tracking and reporting sales operations activities, enhancing data-driven decision-making
- Analyzed sales and KPI reports to plan and implement actions driving positive sales outcomes
- Ensured exceptional customer service across all contact centers, including telemarketing and customer service
- Exceeded the team’s annual goal of maintaining client response rates above agreed SLAs, improving YTD by 24%
- Collaborated with cross-functional teams on integrated marketing campaigns
- Monitored and coached agents to achieve sales targets, preventing database misuse
- Managed sales support activities, including orders, backorders, and stock management
- Oversaw customer claim resolutions, ensuring timely and appropriate responses
- Demonstrated top sales techniques through direct customer engagement
- Analyzed sales results of special offerings, identifying improvement areas and managing execution
- Planned and controlled the budget for contact centers, maintaining cost-efficiency and quality
- Organized and controlled work processes according to company standards
- Cultivated a positive work environment, fostering high levels of employee engagement and motivation, resulting in a 20% decrease in employee turnover.
Project Manager
Studio Moderna
10.2017 - 10.2021
- Spearheaded teams of up to 100 employees, both office-based and remote, optimizing productivity and ensuring seamless operations
- Mentored and developed leaders, mentors and trainers, fostering a culture of continuous improvement and internal advancement
- Strategically scheduled call center agents to maximize seat utilization and shifts, resulting in a 20% increase in operational efficiency
- Played a pivotal role in the recruitment and selection process, sourcing top talent aligned with organizational objectives and culture
- Conducted ongoing training, feedback sessions, and meetings, resulting in a 15% improvement in employee satisfaction and performance
- Implemented a performance-based salary structure, resulting in a 25% increase in employee motivation and achievement of sales targets
- Managed database KPIs and spearheaded action plans to achieve proposed targets, resulting in a 30% improvement in overall sales performance
- Directed the sales force to consistently exceed monthly and quarterly quotas, achieving a 35% increase in revenue generation.
Sales Team Leader
Studio Moderna
09.2014 - 10.2017
- Proactively monitor and evaluate agents' performance to identify areas for improvement and enhance efficiency
- Develop and implement daily, weekly, and monthly sales reports, analyzing data to pinpoint trends and opportunities for optimization
- Spearhead the formulation of monthly sales strategies, fostering a culture of innovation and adaptability to meet and exceed targets
- Deliver engaging training sessions for new team members, utilizing interactive role-play scenarios to ensure mastery of sales scripts and objection handling techniques
- Identify operational challenges and propose innovative solutions to enhance team effectiveness and performance
- Develop and implement comprehensive training programs tailored to both new hires and existing staff transitioning to new roles, fostering continuous learning and professional growth
- Maintain operational efficiency by promptly addressing equipment malfunctions and adhering to established procedures
- Ensure a clean and organized working environment, promoting productivity and well-being among team members
- Foster a culture of accountability and adherence to team objectives, performance standards, and company policies.
Sales Rep
Studio Moderna
02.2013 - 08.2014
- Proficiently present, promote, and sell products with persuasive arguments to both existing and potential clientele, emphasizing cost-benefit performance
- Conduct thorough analysis of customer needs to tailor solutions and ensure maximum satisfaction
- Cultivate and nurture positive business relationships with customers, fostering loyalty and repeat business
- Utilize proactive cold calling techniques to expand outreach and engage potential customers effectively
- Demonstrate agility in resolving customer issues and complaints promptly, prioritizing satisfaction to uphold the brand reputation
- Consistently exceed sales targets and deliver exceptional results within specified programs
- Collaborate effectively with team members, contributing valuable insights and deliverables to drive collective success
- Actively seek feedback to fuel continuous improvement and refine sales strategies for enhanced performance and growth.
Education
Bachelor's degree - Management
University Oil-Gas
01.2021 - 04.2024
Bachelor's degree - Foreign Languages and Literature
University Oil-Gas
01.2009 - 04.2012
Skills
Leadership
Othersections
Presentation Skills by Trend Consulting,2022
Assertive communication by Trend Consulting, 2021
Languages
Romanian
Native language
English
Upper intermediate
B2
Interests
Reading
Cooking
Playing society games
Timeline
Telemarketing & Contact Center Operations Manager
Studio Moderna
10.2021 - Current
Bachelor's degree - Management
University Oil-Gas
01.2021 - 04.2024
Project Manager
Studio Moderna
10.2017 - 10.2021
Sales Team Leader
Studio Moderna
09.2014 - 10.2017
Sales Rep
Studio Moderna
02.2013 - 08.2014
Bachelor's degree - Foreign Languages and Literature
University Oil-Gas
01.2009 - 04.2012
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