Retail Sales Consultant
AT&T MOBILITY/VERIZON WIRELESS
مجموع سنوات الخبرة :7 years, 9 أشهر
Retail Sales Consultant, Dothan, AL, Feb/2010 - Sep/2011
Sells all products and services offered by the Company. Meet all sales objectives. Handle all administrative aspects of the sale including: completing customer contracts and warranties, pulling products from inventory, accepting customer payments and filing the completed orders. Maintain strong knowledge of all Company products, accessories, pricing plans, promotions, and service features. Maintain knowledge of competitive offers and provide critical market feedback to the Store Manager regarding local competition and product/service needs.
♦ Make outbound calls for customer follow-up and prospecting opportunities.
♦ Using competitive spirit to meet and exceed assigned sales goals
♦ Staying up-to-date on the latest data/entertainment technology and devices, such as Wi-Fi, data devices, TV entertainment tools.
♦ Understanding customers' needs and helping them discover how our products meet those needs.
♦ Multi-tasking in a fast paced team environment.
♦ Educating and engaging customers through product demonstrations
♦ Interacting with customers and providing prompt and courteous customer service to all customers in person, via phone or written note
Consumer Sales Supervisor, Marion, OH - Aug/2008 - Nov/2009
Responsible for all aspects of multi-site, 300+ seat inbound call center workgroup productivity including sales operations, driving revenue, quality and efficiency; provide coaching, development and disciplinary actions; manage strategic planning and analysis of results.
♦ Supervise 23 direct-report consultants.
♦ Consistently meet or exceed variable monthly team quotas.
♦ Maintain a strong knowledge of all products / practices / policies
♦ Participate in constant dialogue with Manager and peers to share best practices
♦ Attend necessary training / instructional activities required of the position.
Vendor On-Site Performance Specialist, Palatka, FL - Jul/2006 - Aug/2008
Duties included, provided onsite operations management of High Speed Internet for Business Technical Support outsource partner activities; multi-site responsibilities included SLA compliance, productivity, quality, outsourced partner performance, trend analysis and customer service delivery analysis and improvements for 300+ seat inbound call center.
♦ Managed 241 indirect reports in B2B environment.
♦ Served as primary point-of-contact for outsourced partners.
♦ Implemented operational metrics development including call monitoring.
♦ Analyzed CSAT and vendor agent effectiveness, identifying needed training and QA improvements.
♦ Managed cross-organizational/cross-functional special projects.
♦ Managed technical analysis and direction, providing state-of-the-art customer support solutions.
♦ Recommended techniques and methodologies, improving productivity and reducing operating cost.
Trainer, Credit/Collections, Receivables Management, Irving, TX - Jan/2005 - Jul/2006
Duties included, provided leadership and training for internal/external customer billing and payment processing operations including credit approval, collections, fraud detection, toll investigations, operational policies and procedural metrics.
♦ Developed and delivered job aids, training and processes as needed to support Receivables Management functions.
♦ Served as Collections SME to management.
♦ Developed and delivered all training, including classroom training on systems and processes for new hires; diagnosed learner needs; monitored trainee performance and managed records.
♦ Key participant in project planning including scope, risk assessment, implementation and rollout requirements.
♦ Provided post-implementation support.
Senior Product/Marketing Manager, Irving, TX - Jun/1999 - Jul/2000
Duties included, managed Strategic Markets Regulatory products and services, providing market intelligence and analysis. Responsible for marketing and business development: ♦ Served as product, tariff and training SME.
♦ Supported the Long Distance Sales Call Centers and Field Sales revenue sales objectives.
♦ Defined and developed new product proposals, including marketing requirements, feature specifications and USOCs.
♦ Delivered all products to market on-time/on-budget.
♦ Assessed business development opportunities and technology partnerships; made build vs. buy recommendations.
♦ Created product-marketing collaterals including product presentations, competitive selling tools and demonstration scripts.
♦ Supported sales and account-management teams, delivering client-facing demos.
♦ Responsible for designing and delivering training for Business Service Representatives, including new hires, refresher courses, campaign programs, operational and business procedures and systems.
♦ Create, restructure and file tariffs.
PRIOR GTE POSITIONS
ICB Product Marketing Mgr Irving, TX
Private Line Product Marketing Mgr Irving, TX
Call Center Quality Trainer Irving, TX/Durham, NC
Call Center Supervisor Durham, NC/Dothan, AL
Sales Support Associate Tampa, FL /Dothan, AL
Proposal Support Administrator Tampa, FL
High School or Equivalent
