D. Harold Good

About D. Harold Good

Contact Center Manager with Outsourcing Business Solutions LLC. I am a highly experienced…

Experience

1. Contact Center Manager

   Business Outsourcing Solutions

   Mar 2014 — Present · Boca Raton, FL, US

   Managed the sales administration function, operational performance reporting, streamlining processes and systems wherever possible, maximizing business relationships and creating an environment where customer service can flourish.• Planned and directed staffing, training, and performance evaluations to develop and control sales and service programs• Developed sales strategies and setting targets for individuals and team• Managed sales pipeline, forecast monthly sales and identify new business opportunities• Drove towards achieving KPIs and Goals. Supports and communicates business goals, quality standards, processes and procedures, and policies to agents.• Ensured the quality of Customer Service by monitoring, documenting and performance managing through feedback, side-by-side coaching, performance reviews and goal setting, quality monitoring, and deficiency management.• Provided operational support for new business growth and continuous improvement initiatives and ensures that all documented process and procedures are updated, maintained and communicated to Team members.

Education

• Jacksonville Theological Seminary

  Associate's degree, Christian Education

  2004 — 2006

Skills

• Coaching
• Fundraising
• Marketing Strategy
• Sales
• Account Management
• Online Advertising
• Employee Benefits
• Direct Marketing
• Recruiting
• Community Outreach
• Strategic Planning
• Interviews
• Leadership Development
• Public Speaking
• Advertising
• Training
• Customer Retention
• Customer Service
• Team Leadership
• Call Centers
• Human Resources
• Social Media
• Sales Management
• Leadership
• Customer Experience
• Marketing
• Policy
• Management
• Team Building
• Cold Calling