Wayne T. Thornton

***S ***W

American Fork UT ***03

ad4aol@r.postjobfree.com

801-***-****

EXPERIENCE:

Tesla (Draper Utah)

Roadside Support Specialist

October 2003-February 2024

• Ensure Tesla meets its obligations and commitments by responding to customer inquiries in an accurate and timely manner.

• The support team develops and maintains excellent working relationships with TEsla Owners and various internal departments to effectively address customer’s needs.

• Deliver an exceptional customer experience by taking inbound calls and or chats for Roadside Support customers that are experiencing roadside vehicle difficulties.

•Review and assess customer concerns for possible troubleshooting and remote diagnostics.

•Educate customers on how to self-service, including directing to self help avenues and self-scheduling appointments with local service teams.

•Accurately record issues and data into CRM and Roadside support systems

Consolidated Communications (Mankato, MN)

2015-June 2021

Supervisor Consumer Sales and Service Center (CSSC)

• Proven record in driving positive team performance results and employee and consumer satisfaction.

• Manage a team of 20-25 customer service reps that service consolidated customers seeking new services, billing inquiries, service upgrades, order corrections and other general customer service inquiries, via phone, email and chat.

• Interview, hire and participate in the training of new hires. Provide coaching and steering to aid reps in exceeding customer expectations and providing an exceptional customer experience.

• Introduce and train reps on all new product introductions and system changes to ensure proper and effective presentation to customers.

• Managed team was number one in sales and order accuracy for 7 months during 2020.

• Responsible for the resolution of executive escalations and finding satisfaction for the customer.

• Track and analyze team’s performance against defined metrics and drive continuous process improvement to KPIs and close performance gaps.

• Maintain high levels of performance for customer metrics including: call service level, call quality, customer service ratings, order accuracy etc.

• Upon Consolidated buying out prior Fairpoint Communications, I was asked to move to Mankato, MN to hire, train and manage an entire new team of call center reps for the NNE market due to my success in sales at Fairpoint and knowledge of NNE Processes and systems.

Great Falls Marketing (Portland, ME)

2014 – 2015 (Left for better Position)

Agent Success Leader III

• Manage the Saco office of Great Falls Marketing which includes 3 team leads, a trainer and 50 to 75 agents.

• Responsible for the daily operations, management and performance of the call center.

• Analyze and distribute daily performance numbers to the main office.

• Interviewing and hiring of new applicants.

• Execute daily QA tasks to ensure that all agents follow the proper sales process as prescribed by Great Falls training.

• Coach and train team leads to support sales agents struggling with performance to bring their performance up to standard.

• Achievements:

o Prior to taking over the office, Saco had finished last among the teams for approximately 6 straight months. After 3 months Saco office had finished 3 weeks in a row as number one and has done so on other occasions since.

Dr. Newton's Naturals (Portland, ME) 2012 – 2014 (Downsized)

Sales Supervisor

• Supervised/Managed a team of 10-20 agents during each sales shift.

• Provided one on one coaching and support for newly hired agents and ongoing coaching and support for veteran agents.

• Achievements:

o Also served as the new hire coaching center manager. In this role I was responsible for honing the skills learned in training before the new hire was assigned to a sales team. Consistently hit bonus 3 of 4 weeks of the month and having one or more agents in the top five in terms of revenue generation.

Legacy Publishing Co. (Portland, ME) 2008 –2012 (Company restructure)

Team Leader/National Media Buyer

• Served a dual role as National Media Buyer and fill in Sales Team Leader. As team leader covering nights and weekends, as needed, provided overall leadership to the assigned team, established, monitored and communicated sales goals that drove maximum results. Often depended upon to bring up sagging close rates to insure successful sales day. Provided ongoing positive feedback to sales reps, coaching and or reviews for team members.

• Promoted to shift leader after 3 months with company and sales supervisor after 8 months.

• Served as Sales Manager for the Auburn sales office for four months in 2010. Had three members of the Auburn team chosen as rep of the month while serving as Sales Manager.

• As National Media buyer, charged with negotiating with radio/TV stations to broadcast ad-copy on a pay per order basis. Increased TV revenue in the channel by over 400% and have 6 straight months of increased revenue in the radio channel.

Poland Spring 2005 –2008

Production Operator

• Participated as a team member in a high volume light manufacturing environment. Duties included operating and maximizing efficiency of high speed bottling and or packaging equipment and problem solving.

• Charged with online quality inspections and data recording. Interacted with the leadership team and others to improve and maximize factory output.

The Colisee (Lewiston, ME) 2004 –2004

General Manager

• Responsible for the overall management of the day to day operations of a 4,000 seat hockey arena and entertainment ice hockey venue.

• Managed 4 full time and 65 part time employees. Supervised and upgraded ticket office, pro shop and overall facility operations.

• Created and developed all arena policies and procedures.

• Charged with defining and communicating the objectives, strategies, statistics and budget necessary to market and advertise the facility.

• Worked with local, regional and national businesses to develop relationships and create revenue generating opportunities.

• Instituted and maintained new revenue streams while maintaining new partnerships on a marketing and promotions level.

• Sought out and negotiated with the entertainment industry to bring in profitable shows to the arena.

• Made presentations to the Colisee Board of Directors on a monthly basis.

• Created all PR opportunities and maintained positive relationships with print and electronic media to generate positive press for the facility. Increased revenues by over 30% over the same time frame from a year ago.

• Assisted in the supervision of a 2MM facility renovation project.

The Coleman Co. (Wichita, KS) 2003 – 2003

Consultant-Consumer Promotion

• As a consultant was responsible for the development of corporate and category promotions strategy through the annual planning process.

• Managed the execution of business and consumer research as necessary to measure program impact.

• Conceptualized, developed and executed promotional and event concepts to drive brands and specific products.

• Managed all agencies executing events and served as the central point of negotiations.

• Generated all contacts to create new partnerships and managed those relationships.

• Created the concept for the first Wal*Mart initiative, which was requested by the retailer to drive camping sales.

• In seven months the promotions group initiated and executed more programs than the prior 16 months combined.

• Created partnerships with companies such as Sherwin-Williams, Dodge, Jeep, Conagra Foods, Best Foods and many others.

Hasbro (Pawtucket, RI) 2001 – 2002

Promotions Marketing Manager

• Developed promotion strategies and programs for toy brands within stated brand positioning, objectives and budgets.

• Maintained regular and consistent dialog with Brand and Marketing Managers to understand overall business and marketing objectives and issues.

• Established, maintained and grew relationships with current and potential tie-in promotion partners in the package goods, QSR and family entertainment industry.

• Lead all aspects of concept development from initial identification through final production and implementation.

• Created and administered all consumer offers programming.

• Prepared and managed development schedules, cost estimates and brand budget tracking needs for promotional programs and materials.

• Wrote all promotional plans to present to brands.

• Generated over 1.5MM in promotional revenue.

• Worked with outside agencies to generate and execute promotional programs.

• Worked with partners such as Pepsi, Frito-Lay, P&G, McDonalds, Burger King, Wendy’s and many other QSRs and Fortune 500 Companies.

Peoples Heritage Financial Group (Portland, ME) 1999 – 1999

Region Marketing Manager

• Independently provided sales and marketing integration for the institution.

• Provided market level input to the development of company-wide marketing initiatives and branch level implementation of those programs.

• Developed all third-party promotional tie-in programs and managed all company events.

• Charged with the creation, control, and placement of all POS and merchandising materials within branches.1999-1999

Reebok International (Stoughton, MA) 1992 – 1998

Promotions Marketing Manager

• Provided input into the general vision, business planning and world-wide brand marketing effort.

• Led all aspects of concept development from identification through final production and implementation.

• Prepared and managed development schedules, cost estimates and tracking needs for promotional programs and related materials. Administered all consumers offering programming.

• Initiated the production of all marketing materials and handled all PR for the cleated brand.

• Designed and wrote all category business and marketing action plans.

• Spearheaded the process to generate all promotion related in-store merchandising and POS materials.

• Key contributor to the advertising process via creative in-put to ensure authenticity in ads.

• Provided input into the creative process to generate POS creative and all marketing collateral.

• Worked with national accounts/trade (MVP Sports, The Sports Authority, Olympia Sports, Foot Locker, etc.) to sell in product, co-sponsorship opportunities and presentation of promotional concepts.

• Spearheaded the efforts of all new product launches.

• Created, developed, sourced and executed all promotional and sponsorship opportunities.

• Participated in the electronic and print media process to promote products and all promotions.

Crusader Sports Marketing (Boston, MA) 1988 –1992

President/Owner

• Created national sports l marketing and event management agency, specializing in the development and execution of creative field sales promotions and events.

• Various promotions consisted of sweepstakes, on-pack, in-pack, travel, and loyalty programs designed to create multiple purchases.

• Company also provided travel, prize, premium sourcing, and POS kit coordination.

• Sourced and negotiated sponsorship opportunities for corporate clients.

• Company created and developed promotional concepts to be used as marketing tools to meet stated objectives.

• Provided management tracking and analysis reports as well as end-of program evaluation.

• Designed and executed meeting plans and managed corporate events.

• Presented planning proposals to all clients. Initiated the production process of all, graphics, and merchandising, POS, and FSI materials.

• Provided all creative input into the generation of all marketing collateral used for suggested promotional purposes.

• Piloted the agency into a 2MM a year business until selling the company in 1992.

United States Secret Service (Boston, MA) 1983 –1988

Special Agent

• Responsible for the protection of the President and Vice President of the United States and visiting foreign heads of state.

• Conducted criminal investigations as assigned by the field office. Received special recognition award for duties performed in conjunction with Papal visit to the United States.

• Was promoted to squad leader after three years with the organization.

Boston Red Sox (Boston, MA) 1982 – 1983

Promotions Director

• Initiated contact and sold sponsorship packages to corporate clients on behalf of the team.

• Charged with developing and implementing sales and marketing programs to increase overall revenues.

• Responsibilities included the creation and execution of all promotions and special events at the ballpark.

EDUCATION: B.S. Sociology: College of the Holy Cross - Worcester, MA

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