Douglas Roode Email & Phone Number

Durham Nc

Durham, North Carolina, United States

Raleigh-Durham, North Carolina Area

Raleigh-Durham, North Carolina Area

Guest Services Supervisor, Office ClerkManage "Front End"​ and "Cash Office"​ operations for Lowes Foods grocery store. Supervise all Front End staff during daily operations of the store.o Manage Guest escalations and supervise Host/Guest Interactionso Ensure Host adherence to company culture, standards and policieso Conduct daily audits, generate reports and provide departmental analysis of sales figures  Interact with "Guests" to ensure a positive shopping experience. Manage tobacco inventory, product ordering, and sales. Responsible for training, evaluating and mentoring front end hosts.

Raleigh-Durham, North Carolina Area

Cary, Nc Usa

Ajira is a Start up- brand agnostic technical support and computer services company.

Raleigh-Durham, North Carolina Area

Manage full account support for all wireless communications.  Managed the Wireless Services Help Desk for multiple corporate clients, determining priority of needs.o Telephone queueo Ticket queueo Email queue Troubleshooting client issues by phone, providing follow up documentation on fixes or work-arounds Provided break/fix support and end user level troubleshooting for wireless devices on a national scope.  Provided account support with client vendors contracts to negotiate problems on behalf of client. Order fulfillment for hardware necessary to meet customer needs. Analyzed invoices, provided error control, evaluated and executed cost savings measures.  Liaison to all wireless carriers on behalf of the client.  Provided Department, Cost Center and individual level reporting to the client. Managed and tracked over 3000 mobile wireless assets.

Raleigh-Durham, North Carolina Area

Schedule, prepare and deliver classes for CESI partners. Collaborated with partner agencies and provided an overview of information of all materials to the assigned group. Prepared preparatory work and materials needed for scheduled workshops and delivered classes. Prepared, reviewed, and submitted required reports, summaries and documentation for each work shop conducted. Maintained positive relationships between CESI and partner agencies. Participated in follow up sessions and skills evaluation to determine workshop effectiveness.

Greater Boston Area, Raleigh-Durham, North Carolina Area

Responsible for post-sales business relationship management of 12 corporate accounts. Proactively managed all customer care activities serving Sprint-Nextel’s highest revenue generating accounts.  Centralized point of resolution to telecommunications managers and program administrators.  Responsible for accounts at national level with local presence at the account headquarters’ location. Anticipated the customer’s needs and recommend the delivered solutions. Accountable for the customer’s overall satisfaction with service utilizing additional resources within Sprint-Nextel to resolve problems, respond to requests, and implement solutions.  Mentored less experienced team members to improve performance both individually and within their team. Actively partnered with the sales force as an extended member of the account team.  Proactive relationship management  Customer support and service  Introduced additional product offerings Extended customer life cycles Contract implementation  Customer retention

Greater Boston Area

Oversee and direct New England’s wireless account management team. Provided strategic direction and mentored team of 8 account managers. Managed the development and implementation of customer service procedures/policies/processes. Recruited, hired, trained, coached and developed highly motivated Account Managers.  Monitored employee productivity and levels of customer satisfaction.  Managed employees in multiple locations on a market level. Coordinated and collaborated with other department and management teams to meet overall Nextel business objectives. Acted as a liaison and point of contact between Account Management Representatives and Customer Operations Management Team.  Coordinated resolution to complex customer service and retention issues that require management involvement.

Greater Boston Area

Provide executive level customer care to Nextel’s client. Account maintenance in regards to customer service.  Reviewed financial records and coordinated with Customer Finance to correct billing errors. Trained new customers on basic and expanded product usage, online account management software, and implementation of Blackberry and Data solutions such as GPS solutions and Field Asset Management solutions. Met with customers at their place of business to resolve issues in person.  Diagnosed and troubleshoot equipment and coverage issues.  Resolved escalated billing and customer service issues.  Worked with the engineering group to diagnose system performance problems in specific areas.  Resolved escalated, retention-oriented problems with customers.  Provided product training to Nextel’s Corporate (Fortune 500) customers, as well as all Government and Public Safety Agencies.  Developed and maintained database for the New England Field Care department to track all field care activity and generate reports for management.

Greater Boston Area

Develop Training classes and materials for new technology initiativesProvide Train-the-trainer presentations as a part of new employee orientation for all positions within the New England regionConduct 8 week training and orientation program for all new employees of the Product Training group including formal instruction, Network system training and job shadowing Provide on-site and class room training for Nextel's customer base of new accounts Support the sales force ensuring that they have the most recent knowledge pertaining to the new products, services, and the wireless network that Nextel offers Conduct first echelon customer service and follow up service for Nextel's business customer base