Sales Customer Service
Resume:
David R. Gonzales
**** ****** ***** **** *** ****
Houston, Texas 77070
********@*****.***
OBJECTIVE
Seeking a position with a dynamic quality-oriented company that offers a
Stimulating work environment with advancement potential based on performance.
EXPERIENCE
Global Connection Inc. of America
Stand Up Wireless (LifeLine) July 2012 to Feb 2013
Director of Sales Atlanta, Georgia
Key Area of Responsibilities:
Establishes sales objectives by forecasting, assigning annual sales quotas for channels and territories;
projecting expected sales volume and profit for existing and new markets.
Responsible for managing personnel by implementing goals, through working in attaining objectives to build
teamwork
Implements national sales programs by developing field sales action plans in close collaboration with
Marketing & Operations.
Maintains national sales staff by recruiting, selecting, orienting, and training employees..
Maintain and represent Company in Public Relations
Provides value added service by doing whatever reasonable and possible to meet or exceed monthly
expectations
Communicates effectively with customers, co-workers and management
Directly assist CMO with ongoing projects and trainings
Plan and coordinate monthly events for the teams
Plan and execute strategies and action plans to meet current sales objectives
Responsible for observing customer follow-up calls, coaching employees to optimize results and intervening
to resolve performance problems
Lead and mentor the sales force by providing guidance and support to the team
Provide feedback to CEO and Corporate Office concerning marketing needs, product development and
pricing
Promote stores and build customer awareness in the local market
Be capable of selling and consulting customers if needed
Retail sales and service of cellular phones and wireless services:
- meet or exceeding company sales goals
- demonstrate equipment capabilities
- perform plan analysis in order to meet customers' needs
Weekly operations:
- conference call with CMO in order to review daily operations, sales forms and store performance reports
- manage customer follow-up program
- Inventory management: receiving/ordering/reporting
Monitor business and technology trends within the industry
Assist Corporate Office with setting up new locations
Highlights
• Most sign ups in a given month – (32,000)
• Most sign ups in a market – (90,000) in 3 months
• Opened 1st Retail Store in the Company
• 1st month generate over $20,000 in Top Up Revenue
• Opened 1st Recycle A Phone Store
Cricket Communications Jan 2009 to Oct 2011
District Director San Antonio, Texas
Managed the San Antonio Retail channel, and was responsible for sales distribution, planning, customer service,
employee relations and training. I assisted with budget preparation and P&L management. I partnered with others to
identify opportunities in cost improvement and other financial functions in market or district. I helped manage,
develop and implement key strategies/programs/policies for sales, marketing, PR, finance, human resources, and
customer operations by bringing field knowledge to the team, which included maintaining focus on customer
satisfaction and channel productivity as major job responsibilities.
I also managed staffing and recruiting functions for market/district, including hiring activities, management practices,
employee relations, training and development of employees. Partnered with HR, when necessary, to ensure
policy/procedure enforcement, provided performance management feedback to employees, assisted in career
development and facilitate timely handling of employee relations issues. Helped established programs to drive
awareness of and create positive image of Cricket brand in markets/district. Developed and maintained relationships
with key business and government officials and worked with these groups to integrate Cricket in all markets.
I also maintained relationships with the Network Operations Department to provide ongoing knowledge and
participation in Network Development, customer related network issues and resolution of network issues.
Was instrumental in facilitating regularly scheduled all hands or staff meetings in market/district. Provides leadership,
mentoring and positive influence on employee morale.
San Antonio Distribution
56 company owned stores (Merged with Pocket)
250 employees
Cricket Communications Sept 2007 to Jan 2009
Retail Sales Mgr Houston, Texas
Assumed direct responsibility for all day-to-day store operations, including, targeting sales achievement, Store
Financial Management and Inventory Management, Merchandising/promotional activities, Customer service and
retention, Audits, Cash handling, reconciliations and deposits, Employee training, Customer satisfaction measured by
surveys and Store safety and security.
Ensured attainment of all net sales and revenue goals including, Gross sales/net sales, Accessory sales and margin
targets, Rate plan take rates, Enhanced services targets – features/text messaging/insurance sales, fees, data products
and all other add on products and Automatic bill payment targets.
I also managed the human resources function for assigned store including, Recruits, selects, hires, trains, develops and
evaluating all store employees. Implemented management practices, which ensured store effectiveness and employee
relations. I partnered with the Human Resources department, which included facilitating all employee issues, helping
maintain positive influences, and assisting in motivating all employees, by using a team approach in the day-to-day
operations. I also held regularly scheduled employee meetings and provided performance feedback to employees on a
regular basis and made employee development a priority.
Assisted District Director/Manager in establishing budget; operates store within approved budget and in preparing the
monthly operations review Exhibits solid understanding of financial / business metrics and reports. Proactively informs
District Director of key issues and challenges Analyzes business operations and trends. Develops and executes plans to
correct improvement areas. Assists customers, handles customer escalations and promotes a positive customer
experience
I maintained a relationship with the Network Operations Department that allowed for ongoing knowledge of, and
participation in network development, customer-related network issues and resolution of issues.
Cricket Communications Jan 2007 to Sept 2007
Indirect Account Mgr San Antonio, Texas
As the Indirect Account Manager, I meet or exceeded the business objectives set forth in business goal set for me each
month. This includes, but is not limited to net subscriber growth, churn, ARPU, CCU CPGA, and EBITDA. I
demonstrated and understood the key financial drivers of the business and make decisions consistent with business
goals.
My responsibilities included the following:Sales distribution, planning and customer service along with collaborate
with indirect distribution partners to develop, measure, and manage business plans on an ongoing basis. Facilitate
distribution training Inventory Asset Management participates in business strategy by developing key
strategies/programs for sales, marketing. I maintained the awareness of Cricket’s presence in the territory through
effective use of local PR, marketing, co-op/MDF initiatives. I developed and maintained solid relationships with key
distribution partners and vendors in territory. I proactively informed the District Director of key issues and challenges
and provide potential solutions. Shared best practices with other territories, and markets.
Cricket Communications Sept 2005 to Jan 2007
Retail Business Mgr II Albuquerque, New Mexico-San Antonio, Texas
As a Retail Manager II, I oversaw the day-to-day functions of retail location, including: Meeting and exceeding sales
goals, Inventory control and management Sales management--coaching and developing leaders among your sales team
Guiding the professional development of Assistant Retail Manager, Customer service, Customer retention, Staff hiring,
Store merchandising, Cash handling and management, Meeting or exceeding established sales goals.
Alltel Wireless Dec 2004 to July 2005
Indirect Sales Mgr So Col, New Mexico & El Paso
As an Indirect Sales Manager, I lead the effort to develop and expand market presence for Alltel products and services
by securing, maintaining, and enhancing new promotion and sales agreements with Independent & National retailers. I
put my talent for persuasive sales and effective communication to the test as the main contact for business owners in
the region, responsible for operations, planning, and sales reporting in the market. In this role, I also enjoyed the
personal interaction and one-on-one coaching that's possible with a small team of 4 Account Managers, whom I trained
and motivated to meet and achieve their personal sales goals. As a mentor, I created an environment that is conducive to
the highest productivity, synergy, and cooperation among my team members. Plus, my organization and time-
management skills definitely came in handy as I enjoyed the flexibility and responsibility of working from both the
office and out in the field.
Lets Talk Wireless Sept 2003 to Dec 1, 2004
Owner San Antonio, Texas
Lets Talk Wireless offers customers the largest variety of cellular service available in one customer friendly location
staffed by knowledgeable sales associates. We can offer plans from the individual to the small and large business
customer. I manage and operate day to day operations of Lets Talk Wireless from booking keeping to ordering product
to advertising. I provide extensive sales training for both inside and outside sales reps.
T-Mobile Sept 2000 to Aug 2003
Indirect Sales Manager & National Retail Mgr South Texas, San Antonio&Austin
As an Indirect Sales Manager, I developed a strong indirect sales/support team by hiring, coaching, training and
motivating team members to achieve and exceed sales goals. As a mentor, I ensured an environment that is conductive
to facilitating the highest productivity, synergy and cooperation among team members to allow continual growth for
upward mobility. I performed all sales reporting, operational guidelines, planning and budgeting functions.
SmartWireless Oct 1999 to Sept 2000
Territory Manager San Antonio, Austin & Houston
(SmartWireless was a Master Agent for VoiceStream Wireless) I was responsible for agent/dealer management
activities for distributor organizations. Responsibilities include prospecting and recruiting new dealers, determining
dealer needs: training, educating and motivating dealers to sell the VoiceStream product line; acting as primary contact
between VoiceStream and Account Representative; managing and resolving customer and AR issues and tracking
performance, managing existing contracts and providing necessary administrative support. In addition, I will assist with
development of the indirect sales and marketing strategy including plans, procedures, forecasting and reporting. I
worked without direct supervision and will generate monthly sales at or above quota levels assigned by the Indirect
Sales Manager.
Nextel Communications Oct 1997 to May 1999
Senior Account Executive San Antonio, TX &Albuquerque,NM
Responsible for pro-actively seeking prospects, developing applications and maintain accounts for Nextel products and
services. Consistently generate monthly sales at or above quota levels assigned by the Sales Manager. Perform non-
sales duties including order entry, electronic account and sales activity management (SPS), monthly funnel and other
reporting. I work without direct supervision and I’m responsible for time/resources management.
Houston Cellular Dec 1996 to Oct 1997
Corporate Account Representative Houston, Texas
Responsible for providing sales and service to Fortune 500 companies in the Houston area. Developed long term
relationships with these accounts and assisted in strategic account plans that identified application opportunities and
provide AT&T with additional revenue opportunities.
COMPUTER SKILLS
Microsoft Office (Word, Excel & PowerPoint)
EDUCATION
BBA, Management, December 1996
Robert O. Anderson Graduate School of Management
University of New Mexico, Albuquerque, New Mexico
Texas A&M University, 1986 - 1988
College Station, Texas
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