Kenneth Gentry Email and Phone Number

Purchasing and Inventory Control

Reporting to the Regional Sales Director, the Regional Operations Manager (ROM) is responsible for the successful operations of all retail locations within their Region. The successful ROM will consistently deliver operational results that meet all required operations metrics inclusive of inventory, finance, loss prevention, facilities, and compliance.

Negotiate and sell value-add opportunities, while also providing an exceptional customer experience. Proactive right-pricing and up-selling of revenue generating products/services. Support inbound efforts for Telesales and Customer Service overflow as needed. Leverage business tools to develop price comparison documents and present comprehensive service solutions for customers, while building relationships and trust with our customers. Design personalized solutions tailored to meet the customer’s communications needs. All completed while achieving the highest levels of customer satisfaction and adhering to efficiency guidelines

Dedicated to providing exceptional customer service and technical support for wireless products and services including complex product or service concerns for internal and external voice and data product customers across all channels. Advanced troubleshooting skills necessary to resolve the full scope of customer issues including both technical and customer service inquiries. Follows up with customer to ensure first contact resolution and deliver a Promoter level experience. Use various administrative department tools and on-line resources for customer resolution. Use trouble ticket system for tracking customer interactions and problem resolution. Evaluate customers concerns and resolve problems to customer satisfaction. Demonstrates and practices regularly the skills necessary to handle any CS and/or Technical Support call type that is routed through the center in this function. Follows up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction.

Develop, train, motivate, and coach employees to produce results. Analyze departmental needs, provide hiring, promotion decisions and initiate disciplinary action as appropriate. Lead team to meet and exceed targets and manage churn. Selected to support multiple retail locations across Florida to ensure that each is operationally compliant.  Recognized for 12+ years of Retail Operations support and Management experience. Assist with daily audit and reconciliation of cash report and bank deposit. Reconcile daily financial transactions with cash register report, research and bill installations/service work orders, etc… Partnered with Leadership to create and define current store processes and implementing new retail processes. Provide technical and research support to ensure consistent and cross-functional exchange. Responsible for monthly and semi-annual physical inventory counts along with any discrepancies. Assist with communicating updates on policies and procedures and ensuring compliance

Receive inbound retention calls from current customers, for sales and revenue generation, in a high-intensity call center environment. Utilize proactive persuasive/retention skills to turn requests for disconnection or downgrade into sales and save opportunities by identifying customer needs. Achieve monthly key performance metrics, call and order entry productivity standards, and call quality performance through utilization of persuasive skills, defined call flow structure, and adherence to provided schedule. Educate customers on active product features, service offerings, billing, charges, and product value. Responsible for utilizing multiple customer databases to access, change or input account information for customers. Provide outstanding customer service, resolve service, and minor technical problems for customers by asking appropriate questions. Creatively negotiate pricing and bundling by making offers of credits and/or discounts according to guidelines