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.

- 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.

- 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.

-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.

-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.