Cedric White

• Accomplished multiple tasks within established timeframes.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Cross-trained existing employees to maximize team agility and performance.
• Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Established team priorities, maintained schedules and monitored performance.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Defined clear targets and objectives and communicated to other team members.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Ø Assist the Manager in planning and implementing strategies to attract customers

Ø Track the progress of weekly, monthly, quarterly and annual objectives

Ø Evaluate employee performance and identify hiring and training needs

Ø Supervise and motivate staff to perform their best

Ø Coach and support new and existing Associates

Ø Suggest sales training programs and techniques

Ø Communicate with clients and evaluate their needs

Ø Analyze consumer behavior and adjust product positioning

Ø Handle complaints from customers

Ø Research emerging products and use information to update the team

Ø Create reports, analyze and interpret data, like sales, conversion and customer satisfaction

Ø Make sure all co-workers adhere to company’s policies and guidelines

Ø Act as a training representative and set an example for the team members

Ø Train the employee from the basic level in class room training

Ø Conduct on floor training based on the requirement.

Ø Create & conduct fun activities on the floor.

Ø Conduct shift huddle with team leaders

Ø Project implementation based on process requirement

Ø Calibrate & mentor new and existing trainers

• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Addressed non-conformance issues, pausing production to correct errors.
• Ø Working closely with Operation and Training to review the quality performance, propose and track actions to facilitate improvement.
• Ø Ability to identify and react to potential service, quality issues and proactively highlight the same.
• Ø Act as a coach & mentor for the team to deliver the process objectives. Monitor team performances.
• Ø Facilitate required training and development interventions, by providing regular TNI and content improvement ideas.
• Ø Conduct regular calibrations across the team, with client, training and operations. Plan action and execute them to avoid / reduce unacceptable variations.
• Ø Client Interaction on various aspects such as, product update, customer experience and other training needs.
• Ø Plan and ensure the defined number of call audits are allocated and monitored.
• Ø Maintain daily, weekly and monthly reports and Decks.
• Ø Conduct shift huddle and refresher training for all the associates.
• Ø Strong understanding of Quality framework, metrics and ability to implement changes as per client defined guidelines, floor requirements.
• Ø QA performance management, to develop and enhance their abilities to perform better. Identifying opportunities to groom and help them grow within the organization. Calibrated & mentored new Quality Analysts.

• Overcame objections using friendly, persuasive strategies.
• Implemented upselling techniques to increase revenue and move product.
• Developed extensive knowledge of products and services to better assist customers.
• Project: Fortune500 Outbound Sales for one of the largest issuers of credit cards in the UK, Bank of America. (Outbound new acquisition sales for affinity, co-branded and generic credit cards across the United Kingdom along with sales of additional products like balance transfers, payment protection and insurance cover to existing Customers.)
• Ø Handled customers on various campaigns, such as Credit cards, insurance & Loans
• Ø Also part of inbound Tele Marketing team
• Ø Mentoring new agents on product and quality parameter.
• Ø Contact potential or existing customers to inform them about a product or service using scripts
• Ø Answer questions about products or the company
• Ø Ask questions to understand customer requirements and close sales
• Ø Enter and update customer information in the database
• Ø Take and process orders in an accurate manner
• Ø Handle grievances to preserve the company’s reputation
• Ø Go the “extra mile” to meet sales quota and facilitate future sales
• Ø Keep records of calls and sales and note useful information

• Ø Prepare new sales representatives by conducting orientation to sales process; developing individual coaching plans; providing resources and assistance.
• Ø Determine training needs by working with sales representatives; observing sales encounters; studying sales results reports; conferring with sales managers.
• Ø Develop individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; developing outcome improvement resources.
• Ø Improve training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions.
• Ø Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks.
• Ø Accomplish sales training and organization mission by completing related results as needed.
• Ø Select appropriate training methods or activities (e.g. simulations, mentoring, on-the-job training, professional development classes)
• Ø Conduct process-wise training needs assessment and identify skills or knowledge gaps that need to be addressed
• Ø Use known education principles and stay up-to-date on new training methods and techniques
• Ø Design & prepare training aids and materials
• Ø Assess instructional effectiveness and determine the impact of training on employee skills and KPIs
• Ø Gather feedback from trainees after each training session
• Ø Maintain updated curriculum database and training records
• Ø Host train-the-trainer sessions for internal subject matter experts
• Research and recommend new training methods

• Completed Coursework: Diploma in Computer Science, 1997

D.O.B: 6th Nov, 1977

Language Fluency: English, Hindi, Tamil and Kannada.

Marital Status: Married