Alan Opitz Email & Phone Number

Nashville, TN, US

Virtual

Fort Myers, Florida, United States

Virtual

• Implemented a call flow for the network to maintain consistency when a customer calls in, by collaborating with the network leaders and agents to understand and define the needs, resulting in a 9.6 Agent ease score.
• Created and facilitated exclusive promotions SOP and content, resulting in a 75% adoption of the process from Ring Experts and a 35% conversion rate MoM.
• Contributed to the operation integrity by reviewing customer feedback through surveys and audits to maintain a 9.4/10 Agent Ease score and 95% positive response rate.
• Led up-skill training of 30 Ring Experts (previously called Agents) to assist customers on a new project, achieving a cumulative average score of 97% on the training assessments.

Virtual

• Assisted management with operations; exceeded sales goals by 10%; and improved customer service.
• Built a customer-centric culture by achieving a first response time of under 1 minute in answering customer inquiries, which helped drive KPIs by adhering to Ring's operational excellence policy.
• Prioritized shift goals according to the number of customers waiting to check out and the number of other Ring Security Experts available to help, and used this prioritization to manage the Ring Security Experts so the.
• Support onboarding, provide ongoing training for my team (e.g. demonstration and selling skills, product knowledge, operations), and provide on-the-spot feedback to my team on processes and standards.
• Assisted the security team in maintaining a positive neighbor experience by responding to the Ring internal chat, forwarding questions to the product team, clarifying misinformation, and highlighting best practices.
• Tracked and resolved AUX statuses and queue management to achieve a first response time of fewer than 2 seconds, working with stakeholders to provide metrics and help determine the best course of action.

Fort Myers, Florida, United States

• Assess customer needs and provide solutions, installation, training, and support for a Smart Home device compatible with Amazon ecosystem, with a 97% customer satisfaction rate.
• Completed over 1,300 service calls while maintaining a 4.9 out of 5 customer service rating, by arriving on time, answering questions clearly, and explaining how Amazon devices work.
• Maintained commercial partner's product inventory at a 99.9% accuracy for a 2-year period by inspecting and counting the inventory on a weekly basis, and by reporting the findings to the market manager.
• Collaborated and coordinated with commercial partners to achieve a unified goal by establishing consistent communication, setting clear goals and expectations, and providing transparency to the project.

Schaumburg, Illinois, United States

• Grand opened Pop-Up Experience Store at Woodfield Mall and achieved consistent market-leading results by providing exceptional customer service and increasing add-on sales of accessories and device protection plans.
• Retail Experience Consultant with a 98% satisfaction rating who works independently, receives little instruction on daily work and receives general instructions on new initiatives.
• Demonstrate deep product knowledge as Amazon devices and brand evangelist by leading in-store product demonstrations, training employees to answer customer questions, and assisting with training new employees.
• Troubleshoot and assist customers with non-operational devices, assist customers with the setup of their new devices, and increase customer satisfaction by using verbal and written communication skills.
• Developed and delivered training for new hires and improved employee retention by 30% in offline retail stores.

Rosemont, Illinois, United States

• Sold tickets over the telephone and in person at the Box Office by providing outstanding customer service.
• Managed over 100 daily incoming calls, and 150 customer transactions for Zanies Comedy Club’s box office, a comedy club in Chicago.
• Handled up to 20 guest complaints per shift regarding events, ticket sales, and seating. Resolved complaints by repurchasing tickets, switching seating, adding guests, and offering free tickets to future shows.
• Handled guests’ personal information discreetly, accurately, and responsibly by maintaining a high level of focus, regularly double-checking information, and by using a password-protected computer.
• Handle new hire paperwork and assist in the onboarding training for 10 new hires per month.

South Elgin, Illinois, United States

• Acted as a trusted subject matter expert, brand advocate, and product champion for Verizon products and services by ensuring a customer satisfaction rating of 95% or higher, and a customer retention rate of 92% or.
• Actively engaged customers using selling skills to increase sales of Verizon products and services in the designated Verizon Experience and, secondarily, in the Mobile Phone department, resulting in a 25% increase in.
• Consistently exceeded the monthly sales target by up to 20% by clearly and effectively educate on the benefits of upgrading to the unlimited data plan, and by using the latest sales technique to connect with our.
• Provided information about product features and benefits to consumers, resulting in a sales increase of 7% in the last 6 months.
• Welcome, engage, and interview new customers to identify needs and recommend the best solutions for phones, internet, and accessories. Upsell by suggesting add-ons and accessories.
• Increased team customer satisfaction percentages by 5% by working closely with the rest of the mobile team to appropriately direct customers to other team members who can provide service to meet their specific needs.

South Elgin, Illinois, United States

• Planned and led the team to achieve “Above Store” results for Sales, Profit, and Service for the Top 10% of Best Buy stores in the nation.
• Modeled sales behavior and coached the Sales Consultants on how to achieve a high conversion rate of 65% and a high customer satisfaction score of 95%.
• Achieved targets and sales strategies by identifying new customer opportunities and managing the retail sales floor with the Sales Manager, increasing customer satisfaction and retention, while achieving operating.
• Provided input to the Sales Manager on sales metrics and development needs of 5 employees to improve performance by 10% in one quarter.

Harwood Heights, Illinois, United States

• As a member of the store management team and reporting to the Store Manager, recruited, trained, and coached a team of three sales associates to improve in-store sales by 25% and customer satisfaction by 12% as.
• Trained 5 mobile staff members to increase sales by 5% by coaching and mentoring the team to execute sales plans.
• Provided solutions that created ease and added value, ensuring customers’ end-to-end needs can be solved by leveraging all channels including hardware, accessories, connections, content, and services, which resulted in.
• Increased sales from $100,000 to $125,000 monthly by partnering with customers to find the right products for their needs and closing the sale with a 5-star customer experience.
• Achieved the highest customer satisfaction rating in the region by actively developing customer relationships and providing superior service, resulting in a 30% increase in revenue.

Greater Chicago Area

• Provide personalized service and exceptional expertise for clients within the top 10 stores in the region.
• Processed over 100 wireless phone sales per month, including client contracts, warranties, payments, and cash and credit card/check transactions.
• Increased sales by 15% by developing, maintaining, and communicating strong, up-to-date knowledge of wireless products, accessories, pricing plans, and service features.