Customer Service Experience

Objective

Highly motivated Sales and Operations Leader with 15 years of experience in the telecommunications industry. Exceptional strong background in helping a sales, customer service and operations team exceed key metrics.

Professional Profile & Accomplishment

●Q3 2015 Directors Club Award Winner for Operational Success

●2016 Verizon Future Leader Attendee

●2016 Quarterly zone award winner for sales and operational versatility

●2017 lead Operation Specialist for system conversion; trained employees in over 10 locations in NJ North District

●2017 Participant in NJ North locations rebuilds and refreshes.

● 2018 Three time NJ District Big Dog Winner for Customer Experience and TMP

●2021 Dedicated lead for District during merger

2021 YOY growth leader champion

Experience

Sprint/ T-Mobile Retail Assistant Store Manager - NY/NJ Locations October 2018 - January 2024

Focused on skill refinery with employees to develop consistency in obtaining sales metrics. Lead employee meetings to celebrate wins and discuss opportunities. Took ownership of store inventory investigating and resolving any and all issues discovered. Ensured locations were compliant with merchandising strategy. Directed flow of traffic at locations and ensured customer experience was exceptional by performing exit interviews while running the sales floor.

Verizon Wireless Retail Assistant Store Manager - Secaucus, NJ April 2017-October 2018

Lead in employee development; Organize, inspect and complete all monthly employee evaluations; Zone champion for TMP growth; Side by selling; On the spot coaching; Responsible for hitting all company sales goals, creating plans and strategies to over achieve; Oversee all inventory and operational tasks; Successfully reduce shrink in location by employee education and involvement.

Verizon Wireless Retail Store Operations Specialist – Staten Island, NY August 2013-April 2017

Working in conjunction with Zone Analyst on driving Return Rate; Orchestrate wireless workshops ; Effectively manage floor to assist sales reps in capitalizing on all opportunities; Ensure location is compliant with merchandising and shrink regulation; lead store in voice updates, coaching, and recognition.

Verizon Wireless Retail Selling Supervisor- Edison, NJ January 2011 – September 2013

Maintain sales and operations for Menlo Park location; Ensure merchandising compliance; Trained and developed new RSR’s as well as transitioning RSR’s from CCR role; Maintain quota attainment at/above company standards; Analyzed staffing needs to prepare employee schedules that accommodate business needs.

Verizon Wireless Retail Sales Representative/Key Holder- Staten Island, NY January 2009-December 2010

As key holder, responsibilities included ensuring proper store opening and closing procedures. Maintain and manage a growing customer base and churn; applied leadership role to practice skill drills, observe store reps to uncover opportunity, success, and accomplish store goals while encouraging a team atmosphere.

Education

College of Staten Island, NY 2003-2005

Majored in Business Management. Future plans include returning to school to complete degree.

Skills

●10 + Years of First Rate Customer Service & Sales Experience

●Strong, interpersonal skills and familiarity with wireless industry

●Ability to observe, influence and engage other team members

Understanding of operations metrics and statistics

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