Installations & service of Bell Satellite TV and Wireless Home Internet services

• Diagnose and/or correct all technical problems to the satisfaction of our residential and business customers and in accordance with company specifications.• Reconnect/disconnect equipment and/or services as per company standards and procedures.• Ensure that communication with customers, other departments and peers is done in a professional manner.• Maintain strong customer relations through daily contact with customers.• Install new services, extra outlets and equipment in domestic dwellings, apartments and commercial buildings.• Complete installation work. (e.g., rewires, fishing, drop replacements)• Promote and sell company services• Complete accurate documentation pertaining to installations, service and sales activity.• Assist Managers in reducing departmental costs through efficiencies and improved productivity.

Develop all marketing and sales strategies, as well as, engineer the development and execution of all digital and traditional marketing and sales activities. Responsible for generating new business relationships and strategic alliances in order to increase market penetration and share in United States of America, Europe and Asia. We currently have partnerships with dealers in the USA, Europe, Japan and Thailand.

Project Management & Process Improvement• Project management or stakeholder support for change or improvement initiatives• Develop and simplify processes for continuous improvement• Manage and optimize costs Sales Support & Sales Tool Optimization • Identify improvement opportunities and solve sales barriers• Sales and serviceability tool optimization and improvement; transition ownership of processes as needed• Improve sales support elements for Smart Home MonitoringEffective, Collaborative & Transparent Communication with stakeholders and all levels of leadership• Align with SLT on top priorities• Stakeholders engaged for requirements and kept up-to-date• Follow-through and support of initiatives post implementation

Sales Tool Process and Optimization• Identify and solve sales barriers• Drive engagement and accountability from stakeholders• Manage and optimize costsEffective, Collaborative and Transparent Communication• Communicate and align with SLT on priorities• Stakeholders engaged for requirements and kept up-to-date• Follow-through and support of initiatives post implementationSales Support & Smart Monitoring National Expansion• SSR tool optimization• Serviceability tool upkeep and improvements• Improve sales support elements for market expansion

Coach and manage field sales team of up to 17 representatives to meet or exceed monthly and quarterly sales targets through meetings, 1:1s, and ride-alongs• Averaged 95%-100% to sales target; achieved 250% to target for self-generated salesDevelop coaching plans, performance improvement plans as well as personal development plans to drive both personal growth and professional performanceMaintain or improve KPI metrics like churn, sales slippage, and DOI success rates• Maintained Day of Install success rate of 94%Launched Smart Home Monitoring in the Golden Horseshoe • Developed new territory map areas and hired sales staff

Manage team of Subject Matter Experts• Coached and managed team of three indirect reports• SME support and management for multiple channelsVendor performance support• Increased sales conversion rates by over 15% at Gemma Communications• Provided training validation/alignmentPilot development & support• Implemented successful new approach for technician lead generationEvent SME/support• Standardized best practices

Vendor performance support• Increased sales conversion rates by over 15% at Gemma CommunicationsSME support and management for multiple channels• Increase of over 200% in-home consultation bookings for Consumer Inside Sales during onsite support• Provided training validation/alignmentPilot development & support• Implemented successful new approach for technician lead generationEvent support• Standardized best practices

Provide post training support for Smart Home Monitoring sales classes in Sales Optimization• 0% attrition, many agents exceeded sales targetsCoach and monitor employee performance against SLA of performance metricsInnovate new tools job aids, and activities• Developed an Outlook form for ICU escalations• Created a call handling activity to close knowledge gapsFacilitate team huddles, spa and debrief meetings to solidify learning objectives

Customer Escalation Team • Resolve customer escalations and mend relationships• Find mutual agreement for solutionsCare Loyalty/Retention, Sales & Service • Listen to customers, analyze their needs and offer appropriate whole-home solutions• Take accountability to solve issues from beginning to endTechnical Support • Assist customers and book service technicians and trouble tickets to resolve service issues• Recognized in the “All-Star” list multiple months and achieved a “perfect month” in quality

Technician Trainer • Assist with new branch openings• Trainer for team of 12 new contractor technicians for Time Warner Cable in Charlotte N.C. Installations and Service• Install Rogers services, diagnose and correct deficiencies to company standards and ensure customer satisfaction• Low repeat level, < 5%• Seek cross-sell opportunities for other Rogers services during installation• Consistent Top 5 seller in team and individual sales contests

Installations and Service • Install Rogers services, diagnose and correct deficiencies to company standards and ensure customer satisfaction