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Sales Customer Service

United States
August 22, 2012

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Troy T. Ushiroda

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

Spring, TX 77382



My goal is to obtain employment that will further my skills in sales and management


Feb 10 ~ July 2012

Verizon Wireless Waterford Lakes Store (Orlando, FL) ~ Retail Sales Rep

Invited to participate in the 2011 Verizon Wireless Career Builder program. It is a leadership program that includes the top 25% of all Verizon employees. About less than half of those invited graduate from the program.

Sept 07 ~ Feb 10

Verizon Wireless Beaumont Comm Store (TX) ~ Assistant, Retail Sales Ops

Shelly Buller, former GCW District Operations Consultant and Keith Gladhill, former GCW District Manager requested that I go back to an ASO due to Beaumont Comm Store failing three consecutive quarterly audits.

Passed three consecutive quarterly audits since being back as an ASO.

Never failed an audit while at the Beaumont Communications Store, the largest Houston-Gulf Coast store and one of the largest in the South Area.

During the Alltel Conversion, June - July 2009, trained former Alltel staff on opening and closing of store, floor management, POS issues, operations and managing inventory.

Monitor daily, weekly and monthly compliance errors with our online Web ODR. If a rep made the same mistake on four different dates in the same month, the rep would get written up.

Exceptional Shrink Report - Gross Sales Cost (COGS) of 0.011% for 2008 YTD. Currently at .009% for the 1QTR 2009. Exceptional monthly shrink is anything less than 0.05% in the South Area.

Aug 06 ~ Sept 07

Verizon Wireless Beaumont Comm Store (TX) ~ Supervisor, Retail Sales Ops

Improved monthly average accessory sales per rep from a 71.31 in Aug 2006 to 188.41 in Sept 2007.

Increased data revenue per contract from $1.39 in Jan 2007 to $5.37 in Sept 2007.

Direct customer flow in the Care area by listening to the customer's concerns and then setting them up with the appropriate service rep.

Coached reps on missed opportunities to generate more revenue from the Care Dept. Checking on getting a higher price plan, adding new line of service, broadband, pix/txt packages, as well as other features.

Sept 05~ Aug 06

Verizon Wireless Beaumont Comm Store (TX) ~ Assistant, Retail Sales Ops

Received an audit score of GOOD twice in 2006. Second score was an improvement over the previous one.

Audit daily reports for compliance. Errors are sent via email to rep and mgmt staff, using Audit Tracker. A tool being tested in our district.

Handle customer escalations during MOD duties. Floor manage when necessary.

Continue to train others in operations eg. ASM or new ASO's.

Aug 03 ~ Sept 05

Verizon Wireless Alderwood Mall Kiosk (Lynnwood, WA) ~ Assistant, Retail Sales Ops

Troubleshoot customer difficulties with equipment, service activations, features and network coverage.

Scored an overall 99% on our June 2005 Q2 Finance Audit. Alderwood's first ever audit and a West area record. Manager received a letter from Fran Shammo, West Area President.

Received an 100% score for monthly audit in Mar. 2005. In 2005, my kiosk has an average score of 94%.

Zero discrepancies on all returns to the Centralized Returns Warehouse since being held accountable as of July 2004.

Managed and maintained all inventory within the kiosk, including phones, accessories, parts, and marketing materials; ensure physical and cycle count inventories are accurate and equipment is ready for issue on a first-in, first-out basis.

Provided sales support to sales staff, including answering telephones, ordering supplies, cash reconciliation and assisting on the sales floor as required.

Assist customers with billing issues and inquiries and provided education and guidance on products and other services.

May 02 ~ Feb 03

National Care Corp (Seattle, WA) ~ Sales and Customer Service Rep

Call-Center experienced.

Assisted the Fulfillment Dept by producing a provider look-up, create cards for members, and put together an information package.

Created comment sheets on each caller/member.

Corrected any problems our members had with a participating provider.

Promoted our health care savings program at trade shows, fairs, festivals, open markets, etc.

Jul 00 ~ May 02

Hawaii Transfer Company (Kapolei, HI) ~ PM Supervisor and Dispatcher

Supervised 26 CDL-A drivers.

Worked together with members and officials from the Teamsters Union.

Determined next day and weekend driver schedules.

Created daily/weekly reports on container transfers, equipment utilization, maintenance, on time, etc.

Formed close relationships with managers from military commissaries and stores by correcting any problems that arose and by getting their input.


University of San Francisco, Certificate in Internet Marketing, Fall 2009

University of Hawaii at Manoa, B.A. in Economics, August 1993.


Certificates of Achievements on Store Operations 2006 - 2011

Sparkplug Award ~ General, UH Accounting Club, 1992.

UH Student Employee of the Year Nominee, 1992.

Certificate of Appreciation for Exemplary Service and Dedication for the Foodbank Drive, UH Manoa Campus, 1991.


Furnished upon request.

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