Diana Doan Email & Phone Number

Nixa, Missouri

Washington D.C. Metro Area

Creating partnerships with small to medium sized businesses and providing cutting edge technology solutions to help them increase productivity, revenue, and achieve goals.

Washington D.C. Metro Area

Accountable for all Retail Store functions and responsible for communicating and implementing the company vision through directing the day-to-day activities. Driving for high-performance results within a fast-paced, demanding solutions sales environment and focusing on optimizing customer and employee experience. Leveraging exceptional leadership skills to build a sales team and also develop and coach a team for success by providing ongoing sales training, empowering, and supporting the team as they strive to exceed sales, retention, quality, and service objectives. Maintaining the overall health and performance of the retail stores by supporting employee relations, encouraging recognition of exceptional employees, managing retail inventory, and engaging in important business operations including budgeting, forecasting, managing appropriate inventory levels, analyzing inventory turns, and providing financial, budget, and sales reports.

Washington D.C. Metro Area

Performance Management: Lead team to meet and exceed assigned quotas and manage churn. Assess individuals and team performance and initiate development plans to narrow competency gaps. Ensure retail area storefront, merchandise and literature are in conformance with the merchandising plan. Staffing/Employee Relations: Develop, train, motivate, and coach 10 sales representatives to produce desired high performance results. Analyze staffing needs of the store and provide hiring and promotion decisions, and initiate disciplinary action, as appropriate. Reporting: Responsible for financial and sales reporting. Manage cash and inventory levels. Monitor daily sales results and activities to ensure sales, retention, and compliance objectives are met. Customer Retention: Maintain and grow existing customer base and manage churn. Ensure that customers and prospective customers are treated with the highest levels of courtesy and professionalism. Resolve escalated customer complaints in a timely and empathetic manner. Market & Industry Knowledge: Maintains knowledge of company and market promotional elements. Remain current on all wireless products and services, industry and competitive trends, and reinforce findings with the team.

Monett, Mo

Directs the day-to-day operations, helping to motivate team members to exceed performance goals. Utilizes marketing and merchandising plans to enhance store attractiveness and drive sales. Develops teams of between eight to twelve sales representatives through ongoing training and feedback. Reports on financial and sales figures to management. Evaluates customer satisfaction and attends to complaints immediately.o Received award for Best Assistant Manager West Area 2010

Nashville, Tn

Established and achieved sales goals. Data 40%, accessories, extensions and contracts renewals 45% YE. • Coached eight customer services representatives to meet goals for Center of Service level: abandon, closes, data take rate, customer facing time, average handle time, audit score, adherence and quality. • Delivered new products, services and sales skills training to the team • Successfully resolved customer escalations to impact overall customer satisfaction • Center manager: payroll, staffing, team development and marketing campaigns

Franklin, Tn

Exceeded sales goals of churn close, upsell take rate 38%, data take rate 40% accessories by 2.5 per handset and customer quality expectations by 95%. • Managed high traffic (40 calls per day) to promote customer loyalty, reduce churn and impact revenue. • Proactively contacted customers to determine the most effective pricing for their needs. • Provided reconciliation and analysis of customer’s account(s) as requested. • Supported training for new hires and equipment presentations and floor support. • Awarded customer satisfaction, top accessory percentage to goal and top close and overall scorecard for 2007 top year performance, 2008 best customer facing time for 2Q.

Bachelor’S Degree

Marketing