Donica B.

Client-Centered Sales Trainer & Customer Service Specialist 10+ Years of Experience | Trainer & Team Lead | Skilled in Driving Client Success Hi there! With over 12 years of experience in customer service, technical support, and sales, I’ve cultivated a unique blend of skills that enable me to train, lead, and elevate teams for maximum performance. My expertise has spanned from working with Fortune 500 companies to training advocates on customer service, technical troubleshooting, and sales processes. I’m particularly proud of my work at Concentrix, working with Microsoft where I: - Trained 60 advocates, improving their sales conversion rates by 15% through targeted consultative sales techniques. - Supported a high-volume, global team, ensuring consistent customer satisfaction and achieving 100% compliance with training deadlines. - Led teams handling customer sales of Microsoft products from $350 laptops to SQL server proposals at $100K through live chat and phone support to manage customer inquiries, with a focus on streamlining communications and improving efficiency. Throughout my career, I’ve developed and delivered training programs that integrate interactive PowerPoint presentations designed to engage learners and drive application of skills. Whether it's aligning team goals to meet Weekly Business Targets or crafting training modules that boost retention, I leverage data-driven insights to achieve measurable results. My true passion lies in helping start-ups and established businesses alike to grow their customer support teams and achieve their sales goals. I bring a creative and strategic approach to every project, ensuring that both the business and its representatives are set up for success. Here’s what I bring to the table: - Conversion-focused training: Proven experience in turning inquiries into sales, with 15-20+ appointments booked per week. - Project management and leadership: Spearheaded onboarding programs and **trained over 50 clients and virtual assistants in customer service, sales, and technical support. - CRM and virtual training expertise: Extensive experience with Zoom, WebEx, Yelp, Google Business, Basecamp, ChatGPT, Microsoft Teams, Jobber, Coassemble, Launch27, Convertkit, Dubsado, Mailchimp to monitor communications and deliver virtual training sessions. My vision is to work as a corporate trainer, helping companies coach their representatives into leadership roles. If you’re looking for a dedicated and results-oriented professional to enhance your customer service team, I’d love to collaborate! Feel free to reach out via the green or white buttons at the top right of this page for live contact or consultation. You can expect a response from me within 12-24 hours or less. Warm Regards, Donica Blackwood-Allen