Alex March Email & Phone Number

- Worked on a project to bring to market a new system and piece of software- Worked with various teams to scope out problems in the system that needed to be addressed- Vetted customer and employee suggestions to understand the nature of the request- Researched what is needed to make a feature or project viable- Created documents to explain to the development teams what needs to be done and why- Worked with the sales and support teams to understand the feedback they are hearing from users- Coordinated with multiple teams - from marketing to documentation - to improve the product's overall experience

- Supervised 16 agents and three "level two" agents across two teams- Improved morale of team each year, as measured by annual employee satisfaction surveys- Created and regularly monitored productivity metrics for the teams. Began a process of regular, documented check-ins. These metrics were later adopted by the rest of the department- Communicated with team regularly through various communication methods and meetings- Interviewed, coached, and trained new hires and paired them with a veteran mentor- Coordinated opportunities and supported team members' growth in their current roles and to new roles across the company- Dealt with difficult employee and HR situations with tact and respect through documentation and regular communication- Developed a process for identifying and communicating system-wide issues and outages to customers and other employees. This process has since been adopted by the company- Received consistently high praise from team members, company management, and CEO about the effectiveness of my leadership style

- Handled inbound and outbound customer calls and emails seeking software support- Completed onboarding training well ahead of schedule- Was highest ticket closer in the department for 50 of the 56 weeks I was in the role- Received consistently high customer satisfaction scores- Trained and coached multiple new hires (and veteran agents) on my processes

• Responsible for all operations of Connections store, including budgeting, hiring, training, coaching, appraisals, performance management, vendor relationships, merchandising, and more.• Responsible for the customer experience through monitoring metrics and trends, resolving problems, finding more efficient processes, and developing new processes.• Utilized various communication avenues (daily dialog, email, roundtables, etc.) to set expectations, gather feedback from Sales Consultants, and disseminate updates and other news.• Coached sales representatives to sell the full solution, increasing basket size 150%.• Coached sales representatives on networking and smart home solutions, improving ASP by 30%.• Developed sales strategies to achieve results in top-line revenue and profitability. Departments consistently ranked among the top 20% or better in the company.• Connections team members consistently recognized for outstanding customer feedback and sales performance. NPS scores increased 80%.

-Appeared in live, in-studio interviews at local TV stations for "tech minute" segments.-Cultivated relationships with local media contacts.-Worked with corporate and media personnel to coordinate media events.

-Carried out day-to-day operations of the station.-Managed a management staff of 14 and a station staff of nearly 150.-Interacted with public daily through email and phone calls to promote the station's image.-Worked to renew station's FCC license.

-Wrote forecasts for and presented weather reports on-air, online, and through social media.-Covered severe weather situations on-air and through social media.-Reported on weather-related topics.

-Created and built the WCRD Weather brand: launched a website, and created interactive features on Twitter-Wrote forecasts for and presented daily weather reports on-air, online, and through social media.-Covered severe and winter weather situations. Reported on these topics with packages and feature stories. -Developed, created, and aided in the production of Severe Weather Preparedness Week series and several severe weather specials.-Trained replacement when promoted to General Manager-Won a national award for severe weather coverage in 2012.-Awarded “WCRD Member of the Year” in April 2011.

-Prepared graphics for and presented forecasts on-air.-Designed and implemented a new weather graphics package (used starting fall 2011).-Maintained weather computer-Coached new team members on the development and presentation of weather shows.