Balraj S.

Experience

1. Director Call Center Operations

   Legacy Restoration

   Jul 2020 — Present · Minneapolis, MN, US

   Through my leadership and strategic initiatives, the call center achieved an impressive 50% revenue growth for three consecutive years, a testament to my ability to deliver substantial results. Developed highly efficient processes to handle Lead Generation data, significantly improving the speed and accuracy of our operations. Created and executed various customer care and sales scripts, each designed to effectively engage with our diverse customer base. Implemented cutting-edge automated contact processes, including telephone calls, emails, and texts, which played a pivotal role in maximizing lead-to-demo/sale conversions, demonstrating my commitment to innovation and results. Built the Five9 telephony system, which involved multiple integrations with CRM and Tethr, including call flows, routing, scripting, IVR call flows, agent softphones, skills, and dialer campaigns. Regularly reviewed employee productivity by meticulously analyzing KPIs, a practice that significantly contributed to performance improvement plans. Successfully led reward and recognition programs that motivated employees and significantly increased retention, a testament to effective leadership.