Customer Experience - Contact Center - Improve your customer experience KPIs with Talkdesk's AI-infused omnichannel cloud contact center

Jérémy Carvalho

All Heating // Specialty Pump & Well

Lone manager of a call center supporting three separate companies: All-Heating, Sudden Electric, and Specialty Pump & Well. Responsible for training and leading a team of Customer Service Reps to book a minimum of 260-meetings per month… 

Key Responsibilities: 

* Dispatched for profit by organizing technicians through logical routing that minimizes travel time and maximizes financial gain, while taking advantage of their individual experience and talents. 

* Trained up a team of top performing call center representatives to perform inbound and outbound duties. 110% to quota across 9-months. 

* Memorialized documentation that previously hadn’t been digitized and created a series of formal tracking documents to ensure accountability and productivity. 

* Handled customer escalations with excellence while maintaining professionalism and grace under the pressure; saving memberships, projects, and net new customers from falling through the cracks. 

* Facilitated cross collaboration across departments to ensure maximum operational efficiency and transparency to keep the technicians on the same page as the administrative staff.

* Developed founding KPI metrics to measure success, as well as a SPIFF program to incentivize excellence and reward hard work. 

* Constructed and spearheaded multiple outbound sales campaigns.

Call Center Operations Manager

Talkdesk

Talkdesk is a modern cloud contact center helping 1800+ enterprises such as Carbon Health, Canon, IBM, Petco, and OpenTable improve agent productivity and customer satisfaction. As a "leader" in Gartner’s Contact Center as a Service Magic Quadrant, Talkdesk empowers companies to continuously improve customer experience, resulting in increased customer satisfaction, productivity and cost savings.

Talkdesk has achieved 2020, 2021 and 2022 Gartner CCaaS Magic Quadrant Leader

Areas Of Service
*CCaaS
*AI for Contact Center
*Omni-Channel (Chat,SMS, Email)
*Work Force Management
*Quality Management With AI
*Outbound Dialer
*Healthcare Service Cloud
*Financial Service Cloud
*Retail Service Cloud

Enterprise Sales Development Representative 

Trackforce Valiant

Trackforce Valiant is security management platform with unified time, labor, billing, and payroll.  

Member of enterprise sales development and marketing team for the Trackforce Valiant real-time security ops management platform.

• Create strategic campaigns, including email marketing and social media content.
• Target, build, and maintain a pipeline of qualified sales leads, setting introductory meetings with key decision makers.
• Generate qualified meetings with potential buyers via phone, LinkedIn, email outreach, and other lead generation tools (e.g. Hubspot, Sales Navigator).
• Coordinate meetings, log activities in CRM, and collaborate with marketing on digital campaigns and events to support sales success.

Enterprise Sales Development and Marketing

Enlyft

Enlyft is a customer acquisition platform that assists businesses discover ideal prospects with deep insight into their buying intent.

As a founding member of Enlyft's first outbound SDR team my role is to find, prioritize, engage and convert prospects based on their usage patterns of specific technologies.  

Key responsibilities include:
* Identify target accounts, generate interest, and develop relationships with decision makers.
* Conduct conversations and demonstrations with SMB and large Enterprise companies.
* Developed two separate outbound campaigns specifically targeting SMB companies and Microsoft Managed Service Providers (MSPs).
* Initiate 2000 touch points per month consisting of phone calls, emails and LinkedIn messages.  
* Collaborate with sales and product teams to improve customer success with the Enlyft platform.
* Conduct monthly outreach of 400+ leads, 2,000+ touch points comprised of cold calls, emails, and LinkedIn messages.  
* Contribute to company revenue by booking 120+ appointments for AE team, of which 55% advanced into the sale cycle, resulting in accounts won.

Sales Development Representative

The Goddard School

Support management and teaching staff with lesson plans, logistics and school operations. Substitute teacher, work with families and administration on student issues and needs.

Support Staff

Lhq’temish Foundation, Children of the Setting Sun

Worked as member of team to create and edit internal and external newsletters and email communication. Acted as scribe for working meetings, drafted external newsletters and conducted final copy reads on social service advocacy stories. Edited a three-hundred-page transcript using Adobe InDesign which was published in the University of Washington Press.

Content Marketing and Publishing

Western Washington University

Created a liberal arts recruiting campaign to promote humanities at Western Washington University.  Profiled and interviewed professors, students and other faculty for video production. Developed key themes, stories and worked with professors to finalize video production.

Editorial Intern

WHATCOM COUNTY HEALTH DEPARTMENT

Developed new processes and templates to improve internal communications. Built a team survey with Google Forms for input on key challenges and areas for improvement. Compiled survey results and introduced new work tools such as Slack, Zoom and Google for Work. Work with leadership on team functions and drafted job descriptions.

Marketing Communications Intern

The journey of life is to explore, the mission of life is to evolve, the rhythm of life is to adapt, the test of life is to persevere, the core of life is to empathize, the calling of life is to contribute, the mystery of life is to risk, the joy of life is to connect, and the grace of life is to love.

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The Battle

Jérémy Carvalho

Connor Sage

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