Gathered and provided metric reporting to internal and customer service center management to drive performance improvement at four customer service centers. Identified process and procedure impacts for thousands of customer service agents for pricing and promotion launches.Selected Accomplishments:Learned new reporting systems to transition from weekly to daily sales reporting to provide real time feedback and focus on agents that weren’t offering the product. This resulted in an increased conversion rate. Partnered with departments across the company to ensure project requirements were aligned with customer service process and procedures to create a seamless customer experience for pricing and promotion launches.

Organized go-to-market information for LTE Wireless Network launch for the postpaid consumer sales channel, including thousands of retail and indirect retail locations nationally.Organized information and timelines for iconic device launches, device software updates, and ad-hoc projects for the postpaid consumer sales channel.Selected Accomplishments:Developed a Network Resource Guide as a one-stop-shop for all front line sales agents to quickly find answers to network related customer questions and issues, which improved sales agent confidence and increased the speed that sales agents could assist customers.Coordinated device testing, gathered inventory forecasts, published sales communications including overviews on marketing activities, merchandising, pre-order activities, and training.Monitored post-launch issues and communicated customer impacts to front line postpaid consumer sales teams so they were prepared to assist customers.

Merchandising distribution point of contact for 600-700 stores in the Midwest region.Selected Accomplishments:Maintained master database for all consumer sales locations and designed and implemented a database verification tool where store managers and indirect account executives had to personally validate each sales location quarterly. This new process improved the accuracy of the online store locator and of the collateral and POP pushes, decreasing the occurrence of lost shipments and providing a better customer experience when searching for store locations.Planned and wrote communications for merchandising updates to the sales teams. Escalated collateral push issues (i.e. missing pieces, lost shipments) and followed through for resolution.Facilitated feedback and ideas to corporate office for merchandising process improvement. Ordered supplemental materials for indirect and retail sales locations if they needed additional quantities, needed to replace damaged pieces, or stock for grand openings.

Assisted Area Implementation Manager in all aspects of Marketing Program Implementation and Merchandising for the Indirect Sales Channel, including approximately 500 locations.Selected Accomplishments:Created training documents, launch kits, and new articles to train sales managers and sales representatives on upcoming promotions. Designed supplemental POP and flyers supporting national and local offers allowing store personnel to market offers to potential customers in their store territory.Primary Point of Contact for all merchandising issues in the Midwest region for the postpaid consumer indirect sales channels.