Erik Gustuson Email & Phone Number

Pleasanton, California, United States

Missoula, Montana, United States

- Excelled at meeting target goals every month - In second month tied for most mobiles plans sold in a month for the entire enterprise- First sales rep in mountain states division to sell 2 quads (TV, Internet, Voice and Mobile) in single day

Missoula, Montana, United States

Supervisor- Stand in manager- Listened in on at least 2 calls each for 16 agents; reviewed calls and provided feedback- Ran team meetings (daily and weekly), including presentations and hands on trainingCase Management- Last resort advanced technical customer retention- 1-on-1 personalized customer careAwards- Best all around performer (multiple months)- Perfect attendance awards 2 years in a row- 9 out of 12 months received perfects scores for customer net promoter score- Provided technical training to entry level staffSpecial Projects- Repeat Callers: Analyzed different factors such as credit limits, average handle time and customer education to reduce frequency of high volume callers.- Activation Instructions: Revised instruction manuals sent out with replacement equipment as the current ones were driving high call volume. Wrote and tested multiple drafts on several groups. Succeeded in reducing activation calls from about 45% to less than 20%.- Negative Reschedules: Reviewed audit report for phantom appointments and scheduled technicians where possible or called customer directly to discuss alternative outcomes.

Havre, Montana, United States

- Wrote weekly schedules for 100+ employees- Oversaw interview process, hiring and terminations; handled all quarterly performance reviews and raises- Helped implement inventory management system: setup and mapped store layout for mobile apps use and to improve truck sorting- Worked with 3rd party vendors to receive and store inventory

Missoula, Montana, United States

- Managed inventory and placed 8 weekly orders- Backup store manager: handling cash and setting up registers for the day