Robert M. Ewen

**** ****** **

Middleburg, FL ***68

615-***-****

Resume

Professional Background

Comcast Corporation 2010 – Present

Store Manager Customer Service Center, Jacksonville, FL: 2013 - Present

Acted as interim manager in the Lake/Orlando market 5 months until a permanent manager was hired for that location. While in the Lake/Orlando market, I continued the coaching and development of the Sales Consultants of that market. While managing the Lake/Orlando market their monthly sales average increased monthly and their overall positive revenue for Comcast increased from an average of $3,000 monthly to over $28,000 monthly. While running both markets I ensure that all Sales Consultants were operating by the codes and ethics of Comcast. The Sales Consultants were coached and performance managed to the expectations set for them in there position. Completed corrective actions on Sales Consultants who were not performing to Comcast standards.

Assisted in the “Back to School” event in Tallahassee providing additional mangement services and on the spot coaching of Sales Consultants. Assisted leadership in the implementation of the 4 walls culture. Completed the “Tally Walk” in the stores where leadership directed. Coached the managers in those locations around the expectations of their associates and their store.

Coached the Sales Consultants weekly to ensure they were performing to the level that is expected. Sales Consultants were coached around their “Behaviors” and how they can affect their metrics and how they can effect the over all customer expereince. While coaching Sales Consultants around their behaviors we also worked to develop their talents to become the new leaders for Comcast. Worked with each Sales Consultant to expand on their talents so they can become more efficent and learn to use those in other channels throughout Comcast.

Responsible for the daily operations of Multiple Customer Service Centers in the greater Jacksonville, Florida area. Conducted hiring, training, development, and coaching of the Sale Consultants in the the service centers under my area of responsibility.

Work daily with the Sales Consultants and Operation Consultants to drive sales and to ensure they were providing the world class customer experence that is expected by Comcast.

Completed the “Aging Unit Report” for the North Florida Market weekly and reported the findings of that report to my direct leadership for review and analisys. This is a report that identifies missing or lost equipment in the Florida region. The finding of this report could help the company from reporting and or encuring finacial loss.

Assisted with the Bulk Service department, managing multiple events providing customer service for the on site events. Coordinated with multiple CSC and Xfinity stores throughout Jacksonville to provide Sales Consultants for the bulk events.

Comcast Connection Center, Tennessee: 2010 – 2013

Connection Specialist inside the Murfreesboro Tennessee Best Buy. Contacted customers throughout the store, offered Comcast service to new and current customers. Worked with the staff of the store to ensure a successful partnership between Comcast and Best Buy.

Promoted to store lead in 2011. Updated store MAP weekly to coach the associate working with me at the Best Buy location. Coached associate around sales presentation, order entry, cancelations, and customer follow up. Worked with the Best Buy management to coordinate store events ( Back to school, Tax free, & Black Friday ) to ensure that we were in the optimal area’s in the store to effect sales.

Worked as the markets cancelation coach. Reviewed all cancelations in the market for quality control, ethics, order entry, risk assesment, and stolen sales.

Assisted leadership in other “CCC” locations throughout the market by coaching team mates around sales and how their cancelations were effecting the market.

Assisted in the lauch of an addition store ( Chattanooga ). Worked with that stores leadership to build a working relationship to ensure the success of the partnership at that location. Trained the Sales Consultants at the Chattanooga around order entry, sales presentation, store buy in, market expectation, and cancelation reporting. Continued the development of those Sales Consultants after the opening of our services.

Associated Security and Patrol, Nashville, TN 2008-2010

Site supervisor for the night club, Ibiza. Controlled the entrance of persons into the club and training employies on the rules and regulations of the jobs site. Coordinated with local law inforcement when neccassary.

Tactical Profesionals, Nashville, TN 2008-2008

Worked as the secondary supervisor at Level 88 and The Firm night clubs in Nashville, TN. Coordinated with local law inforcement when neccassary.

International Security Management Group (ISMG) 2007-2008

Third shift supervisor, responsible for maintaining the security for the Avenues Mall in Murfreesboro, TN. Responsiblities included checking all doors and accesses for the businesses on the property. Also responsible for filing nightly paper work concerning the evenings events and checks that were to be preformed in the course of duties.

Eagle Eye/Optimum Protective Services (OPS) 2005-2007

Lead supervisor and co-founder of Optimum Protective Services which was sold to Eagle Eye. Responsible for recruiting and training 30+ new employees, all scheduling and supervision of staff.

Responsible for fleet acquisition and maintence schedules and customer services. Personally handled difficult customer situations due to unsafe or volatile environments.

Developed a team approach to provide additional safety for staff as well as enhanced security for our customers. Customers include nightclubs, apartment complexes, business complexes, churches, retail establishments and restaurants.

Alert Security 2004-2005

Worked with variety of customers in challenging situations. Provided pro bono support to dialysis clinics in Jackson, MS following heavy influx of patients after Katrina.

Provided special services for businesses by setting up special watch and customer relations programs that led to my being specially assigned to the most versatile environments.

Education

Received G.E.D. 11/2008 From the State of Tennessee through the University of Tennessee

Academy of Personal Protection Services, “Armed Security officer’s license since 11/2003. License is current through 04/2011

Sharp Shooter Qualified on M16-A2 from the United States Navy 2003

Scuba Certification

Franklin High School, Franklin TN.

Personal Information

Hobbies include scuba diving, water sports, marksmanship, auto repair.

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