1. Lynn M. Sumrall
6312 Trail Lake Drive, Fort Worth, Texas 76133 682-312-5999 (h)/ 817-680-1443 (c) / email@example.com
Call Center Management - Sales / Operations / Customer Service
SUMMARY OF QUALIFICATIONS
A goal-oriented professional with solid experience in sales management, operations management and customer service in call centers,
with a thorough knowledge of contact centers and the technology associated with this business. A strong leader able to prov ide
exceptional skills in managing and motivating others,maintaining a high level of momentum in achieving team and organization al
goals, and promoting high morale, harmony and teamwork among direct reports, peers and superiors. A team player with excellent
time management skills, the ability to function efficiently in multi-task, high-pressure environments, with a commitment to
maintaining the highest standards and excelling in achieving objectives in order to contribute to the success ofa company.
Manager, Inside Sales Dealer Solutions Center 2013-
Provide leadership to a team of 15-20 Account Managers including hiring, training, motivation, performance
management at an individual and team level.
Assist with developing strategies that will allow the team to leverage the consultative sales model to maximize
their impact on dealer retention and success with the use of AutoTrader and Cox Automotive products.
Regularly monitor calls with each Sales Team member looking for coaching opportunities.
Met and exceeded all metrics including 258% to goal for new business and upsells.
Created and implemented a mentor program within the Dealer Solutions Center to ensure proper onboarding and
continual training of all Account Managers after they complete Jump Start.
Work with cross functional teams within AutoTrader and Cox Automotive to ensure information and training is
available to team.
Provide management team with daily, weekly and monthly reports including metric attainment, forecasting and
Monitor core metrics on billing, cancellations, churn, saves,dealer count, and dealer internal usage on both a team
and individual level.
Monitor individual productivity metrics on call volume, call duration, standing appointments and webinar
Assist with managing forecast,scheduling and capacity planning for department while ensuring resources are
optimized to meet workload requirements and employees are adhering to schedule policies.
Continuously analyze and evaluate departmental productivity and identify opportunities for improvement of
systems and processes.
Act as lead resource for all call reporting and analysis for the Dealer Solution Center.
Serve as the point of escalation for customers’ issues and evaluating and satisfying the customers’ needs.
Utilize statistical and analytical data to identify areas for improvement and recommend solutions to management
Acted as point person on pilot of Medallia, a customer survey system designed to improve overall dealer
Represented AutoTrader at multiple trade shows and events including the National NIADA convention, TIADA
convention, National Buy Here Pay Here convention and other statewide shows.
Completed DSM Jumpstart, NADA,NIADA training and currently enrolled in the Harvard Business School
coursework offered by AutoTrader.
United Health & Life/ Sentinel Guaranteed Marketing Solutions
Call Center Director, Human Resources, Client Services,Education & Quality Assurance 2008-2013
Responsible for all areas of management including hiring, training, motivation, performance management and
daily operations of an eighty five seat multi-client service bureau.
Responsible for all areas of Human Resources including recruitment, hiring, terminations, payroll submission,
filing all Texas Workforce claims and hearings, mediations of all employee complaints including hostile work
environment and harassment claims.
2. Managed multiple clients in call center setting to ensure satisfaction in all areas of sales and customer service and
Responsible for all new program implementations including script development, creation of curriculum and
establishment of metrics to evaluate performance.
Responsible for all areas of training materials and curriculum for all employees including continuing management
Planned and managed all new client upstarts and campaigns.
Maintain and report key metric information to all levels of management.
Drive special projects as necessary.
Consistently exceeded all metrics in sales and quality assurance.
Manage telesales team to consultatively provide healthcare and life insurance solutions to prospective new clients
through inbound and outbound calls.
Directed non insurance campaigns in the areas of Business to Business, Business to Consumer, Biz Ops,
Retention and New Sales Acquisitions.
Provide executive team with daily, weekly and monthly reports including forecasting and workforce analysis.
Exceeded all sales goals since beginning of employment.
Obtained Health & Life Insurance license in Texas and 35 non-resident states.
Directed upstart of life insurance product offering.
Managed remote team of outside insurance agents.
B & E Industries – Call Center SalesManager 2006-2008
Responsible for hiring, training, development and motivating a sales force of approximately 70 outbound telesales
Act as liaison between executive management and entry-level management.
Improved retention rate of call center sales representatives by 20% through improved and continued training and
Provide initial as well as continuing training to employees
Developed new-hire training material and re-training processes.
Report daily, weekly and monthly key statistical data to cross functional groups.
Responsible for monthly sales goals in excess of $2,500,00.
VarTec Telecom – CustomerService Manager 2003-2004
Managed all areas of inbound Customer Service Department with up to 175 representatives and 11 supervisors.
Responsible for continual process improvement and implementation of best practices within the department and
Responsible for the inception and execution of the Upsell/Cross-sell program to increase the sale of additional
products and services to existing customer base.
Responsible for creating incentive programs, sales training curriculum, establishing goals, and reporting for the
Increased additional product sales by 400% within the first three months of the Upsell/Cross-sell program.
Headed a team of out-bound sales representatives who executed win-back calls to customers who had cancelled
Created an employee recognition and morale program to reward employees on a regular basis.
Acted as project manager for various new programs, special promotions, and new ventures.
Initiated start up Quality Assurance Department to assure customer satisfaction via WISE/NICE call recording
Assumed operational responsibilities including working with workforce management, training, quality assurance,
and other programs as deemed necessary. Acted as liaison between organizations in the company in a project
Earthlink, Inc. – Consumer Sales Manager-Call Center 2001-2003
Lead nation in revenue attainment, as a team, at 125% to goal in 2002. Consistently exceeded all goals and
metrics of revenue and production, and was rated #1 manager nationally based on this success.
Responsible for $4M+ in revenue attainment monthly, drove performance for key partners by increasing results
by 3000%+ in 2002, and drove initiatives and projects effectively through delegation to internal and external
3. Leader of “Project Upsell” to create improved ancillary sales via additional sales skills training, quality assurance,
reporting, tracking, performance management and accountability of goals
Responsible for recruitment, training development and motivation of inbound Consumer Sales Organization with
up to approximately 100 representatives and 10 supervisors.
Effectively promoted partner programs and increased incremental revenue substantially.
Managed outbound team targeted at small business opportunities as well as identifying needs for additional
products for existing customer base.
Responsible for creation of incentive programs to increase sales within the department.
Helped create best practice processes within the Consumer Sales organization such as effective shift bids,
performance management, and metric settling to optimize staff potential. Reported daily, weekly and monthly
key statistical data to cross functional groups, and worked with operational groups in forecasting, budgeting,
setting goals and other key processes.
Served as a Customer Loyalty Advocate to drive company churn down by 10%.
Awarded the National Top Sales Manager Award two consecutive years.
Guaranteed Marketing Solutions – Call CenterDirector,Human Resources 2000-2001
Recruited, developed training, and motivated outbound Telesales representatives and staff employees.
Managed all human resources processes, facility and payroll issues.
Maintained profitability of a multi-million dollar call center,provided marketing strategies and statistical data to
corporate groups, and grew profits through inbound and outbound telemarketing sales channels.
Arch Communications/MobileComm – Telesales Management-DallasNational Call Center 1993-2000
Awarded Platinum Sales Excellence Awards for 1997-2000 and won numerous awards for outstanding sales
Developed, trained and managed a Telesales Team. Responsible for recruitment and hiring of new personnel.
Provided statistical data to Operations/Marketing Departments,acted as liaison to Commissions/Credit
Departments,and represented Telesales Department on various call-center groups.
Managed upstart project of Outbound Lead Generation and Resolicitation.
Dar Car – Finance & Insurance, Rental and Leasing Manager 1985-1990
Responsible for Leasing and Fleet sales within multi-location dealership as well as rental fleet for service
Worked with Customer Service to increase dealership Customer Satisfaction Scores for Mazda, Subaru, VW,
Honda and Ford stores within the Dealer Group.
Worked with customers to obtain financing through multiple banks including sub-prime and credit unions.
Sold aftermarket products to new car buyers during the financing process.
Provided ownership with all reporting on a daily, weekly and monthly basis.
University ofMaryland – B.A., Business Administration 1984