Danielle Whelan

Talkscoop is an outsourced sales and marketing agency based in Sydney and Brisbane. It has the sole contract for it's partner company Solar Naturally- a residential and commercial solar panel installation company.

The business consists of outbound face to face and call centre agents, who contact potential clients and sell the benefits of being installed by solar naturally.

Once the potential clients agree to an appointment with the sales reps, they are then contacted by the verification agent to qualify the lead and then confirm the appointment.

This was one feature of my role as verification and quality control manager.

My duties in this role included;

• Winback of clients who had changed their mind between agreeing to the appointment and my call the following day.
• Qualifying the client to ensure they met the criteria to avail of our finance plan.
• Using sales and psychology tactics to increase the chances of a sale for the rep.
• Building trust in the company.
• Ensuring the logistics of the appointments were feasible for the reps.
• Assigning appointments to reps based on matching skills and personality between reps with potential clients.
• Having a personable yet persuasive telephone manner.
• Using CRM systems, mapping systems and calendar systems
• Working to a tight schedule as all calls were with clients who had agreed to appointments that day.
• Identifying gaps in knowledge and skills of the lead generators and feeding back to lead generator management.
• Designing and delivering training to both lead generators and sales reps
• Producing daily reports regarding these activities for the lead generator management, call centre management and CEO.
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Talkscoop is an outsourced sales and marketing agency based in Sydney, with the sole contract for Solar Naturally- A commercial and residential solar panel company based in Western Australia.

Employed as a customer service agent for one month, then promoted to Team Leader & Training Manager.

My duties included:

• Recruiting, interviewing, onboarding & training call centre staff for my team.
• Training all call centre staff on the most effective ways to market the Solar Assistance Program to our customers and to generate high quality, qualified leads on all outbound and inbound calls.
• Conceiving, developing and delivering a training program to produce high quality leads for all new recruits to the centre.
• Assessing, monitoring and developing the skills of existing call centre staff.
• Introduced higher standards of call quality and increased performance through one to one mentoring and role-modelling.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing poor quality leads.
• Monitoring KPIs for 15-person staff.
• Positioned as go-to person for up to 15 staff members, troubleshooting training issues.
• Coached team members in marketing techniques, providing feedback and encouragement toward reaching sales goals.
• Provided constructive criticism regarding quality assurance on outbound & inbound team phone calls.
• Facilitated training for team members through daily coaching and regular performance appraisals.
• Motivating my team and developing open, professional relationships.

During lockdown Talkscoop transferred me to the call centre arm of the company in order to keep me in the business.

My duties included:

• Providing the highest standard of customer care during the marketing of the Solar Assistance Program.
• Making Outbound calls and taking inbound calls.
• Applying strong communication and negotiation skills through marketing the Solar Assistance Programme and producing high quality leads.
• Contacting large volumes (200-300 calls) of potential customers every day with a positive attitude and focus on high quality lead generation.
• Evaluating customer reaction to explore issues, develop potential solutions and maintain high-quality service.

Achievements: Breaking the call centre record with 27 sales in a month, generating $189,000 in sales.

My duties included:

• Direct marketing of the Solar Assistance Program to potential customers.
• Training and developing my team of six to provide the highest standard of lead generation during the marketing of the Solar Assistance program.
• Training and developing the wider team of 30 to provide the highest standard of lead generation during the marketing of the Solar Assistance Program.

Achievements included-

Consistent top performer. Personally, generating over $1.8m in sales for the company.

Managing a team that generated over $830,000 in sales for the company.

During the first lockdown I did work for accommodation at Elephant Backpackers.

My duties included:

• Providing excellent customer service to residents
• Managing the other staff
• Ensuring strict adherence to lockdown restrictions
• Monitoring cleaning to lockdown standards
• Liaising with police re lockdown restrictions
• Dealing with customer queries and complaints
• Training other work for accommodation staff
• Managing the booking systems
• Managing the online marketing of the hostel

Alibi Restaurant is a vegan restaurant in the five-star Ovolo hotel.

My duties included:

• Setting up of restaurant for trade every day.
• Providing top class service to our patrons.
• Explaining the concept and the menu to customers.
• Explaining and presenting the food to customers.
• Upselling items and promoting different parts of the venue.
• Communicating with the kitchen, ensuring smooth service.

Holland & Barrett International is Europe's largest health and wellness retailer. Supplying its' customers with a wide range of vitamins, minerals, health supplements, specialist foods and natural beauty products.

My duties Included:

• Running the store on a daily basis,
• Driving sales,
• Providing excellent customer service,
• Implementing promotions in store,
• Training and development of staff- regarding vitamins, minerals and sports supplements and how they interact with the body's systems and their contraindications as well as marketing and customer service techniques.
• Merchandising.
• Stock management.
• Daily cash handling and paperwork.

Youth Work Ireland is a national organisation committed to the personal development of young people, especially those from challenging backgrounds.

My duties included

• Maintaining electronic records for monthly reports,.
• Recording the project’s progress with regard to the organisation’s strategic plan using logic matrix model.
• Planning , organising & facilitating daily sessions for the various youth groups,
• Homework clubs and the outreach service,
• Organising and supervising ‘fun days’ during school holidays.
• Encouraged youth clients to develop own activities and leadership skills through group discussions.
• Managed and led activities promoting growth in mental, emotional and educational areas.
• Collaborated on program operations and relayed participant feedback for improvements.
• Worked with clients to improve life choices and maximize benefits of programs.

Community Training Centre is a second chance educational facility.

It focuses on providing vocational skills to students for whom mainstream education is unsuitable.

My duties Included:

• Devising and developing a FETAC (HSC) level four ‘Customer service’ module suitable for those who found mainstream education too challenging due to learning difficulties and/or difficult home life situations
• Analyzed data to identify opportunities for improvement.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement.
• Planning the implementation of the module.
• Assisting the centre’s administration officer.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Actively listened to young people's requests, confirming full understanding before addressing concerns.
• Used Microsoft Word and other software tools to create documents and other communications.
• Delivered exceptional level of service to each customer by listening to concerns and answering questions.

Supermac’s is a fast paced family friendly restaurant during the day and a late night diner food venue during weekends.

My duties included:

• Running the store on a daily basis
• Onboarding, training and ongoing development of staff.
• Conducting induction and training of all new employees.
• Supervising the activities of staff members on a daily basis.
• Delegating and communicating effectively with staff members.
• Dealing with customer queries and complaints in an effective and pleasant manner.
• Communicating sales performance to Franchisee
• Stock management
• Daily cash handling and paperwork.