Sales Manager at LegalZoom (2020-01 – 2023-08)
Managed sales team with focus on coaching, development, and execution of departmental goals and initiatives
- Weekly one-on-one's with agents to drive engagement and focus on career development
- Coaching with agents to discuss, monitor, and manage KPI's and other goals
- Bi-Weekly Team Huddles to share business updates, process changes
- Weekly one-on-one's with Team Coach to drive business objectives in collaboration with the businesses goals
- Side by Sides with agents to engage with employees and focus on call-flow performance, customer experience, and revenue generation
- Partner with support organizations and key business partners to roll-out and execution of daily, weekly, and monthly goals and initiatives (i.e. training, coordination of staffing and scheduling with finance and workforce analytics, and synchronization with sales operations of defining revenue targets and trends)
- Coaching Strategy and Execution Planning and Implementation
- Payroll Administration
- Monthly compensation Review and Approval
- Coaching Plan and Performance Improvement Plan Administration
- Onboarding/Off-Boarding Management
- Manager Call-Backs/VIP Escalations
Sales and Care Supervisor at LegalZoom (2017-01 – 2020-01)
Supervised sales and care team, conducted coaching sessions, and managed administrative duties
- Met with and coached agents on a weekly basis to drive business KPIs and other goals
- Side by Side (call and chat review) to focus on call-flow performance to achieve QA, Sales and Customer Care expectations
- Meet administrative expectations to document coaching, behavioral, and additional administrative needs
- Reporting and Data review to drive decision making and coaching specialists to business's KPIs
- Cross collaborated with key partners within the care, sales, and fulfillment organization to drive projects that supported business development
- Change management skills with cross training specialists into different roles that met new organizational needs (Chat, Email, and Phone - Sales/Care)
Sales Specialist at LegalZoom (2015-06 – 2017-01)
Handled sales responsibilities in chat role, managed schedules, organized contests, and trained new agents
- Consistently exceeding sales goals with a record of meeting top three in the Chat role
- Managed weekend schedules to maintain coverage with a skeleton staff
- Organized, pitched, and maintain monthly contests to help lead team and individual metrics
- Training new agents in Chat to help ramp them up to expected standards within a month, and training them on expected Chat organization needs
- Keeping Chat team up to date on daily revenue and case metrics through team wide emails which maintains a clear understanding on agents existing state
- Assist with Funnel LLC pilot (01/2018-02/2018) and help test after hours and weekends to verify volume, and submitted daily reports on final numbers
- Creation and maintenance of a Road Map for a Needs Audit and this helped agents discover new leads and opportunities for both upsells/cross-sales
- Facilitated 1x1's with other agents to help transition during changes in leadership and moral struggles
Personal Banker at Wells Fargo (2013-12 – 2015-06)
Provided financial services to clients including account opening, loan assistance, and financial advice
- Advertising financial services to clients: recommend and explain banking services and products to clients based on their needs
- Opening new accounts: help customers open up checking and savings accounts
- Managing client bank accounts: This includes overseeing transactions and helping resolve disputes
- Assisting with loans: assist clients in opening lines of credit and offer mortgages or loans
- Referring customers to financial specialists: refer customers to loan officers or other financial specialists
- Resolving debit and credit issues: resolve issues related to debit and credit
- Completing basic data-entry and administrative duties: use banking software to help clients make financial decisions
- Providing financial advice: provide aid with financial products like loan options and applications
Medical Assistant at Austin Regional Clinic (2011-01 – 2013-12)
Assisted with patient care, medical records management, and scheduling in a clinical setting
- Recording and updating medical histories: record and update medical histories and contact information in patient files
- Scheduling patient appointments: schedule appointments for patients
- Performing standard care procedures: perform standard care procedures like drawing blood, checking vitals, or collecting lab samples
- Data entry: perform data entry to ensure all patient data is accurately recorded
- Cleaning exam rooms: responsible for cleaning exam rooms
- Answering phone calls: handle incoming phone calls
- Interviewing patients and documenting basic medical history: interview patients and document their basic medical history
- Organizing and scheduling appointments: organize and schedule appointments
- Updating and filing medical records and insurance reports: update and file medical records and insurance reports
