Ryan Choquet Email & Phone Number

Hopkinton, Ma

Provides hands on hardware, software and telephone support to IT users at multiple locations in the Hopkinton schools; Provides user support and training in the use of existing and new technologies, including audio/visual presentations related equipment; Troubleshoots common computer, software, telecommunications and A/V problems independently; escalates problems to other IT staff members when appropriate; Images and deploys new or existing technology on an annual basis, field/triage/resolve/document technology calls and requests for all sites; Maintains accurate and timely IT records including inventory of hardware, software, supplies,warranties and RMA’s; Researches, communicates, coordinates and implements new technologies, independently orworking with internal IT staff or outside contractors; Provides backup support related to network hardware, software and system administration;

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 is in conformance with the merchandising plan. Staffing/Employee Relations: Develop, train, motivate, and coach sales team 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. Must 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

Sales Results: Meet and exceed store revenue targets for net activations, accessories, data sales, and customer renewals. Drive both individual and team sales performance results by proactively implementing sales techniques and sharing with the team. Customer Retention: Maintain and grow existing customer base and manage churn. Contact existing customers for contract renewals, and various data, accessory, and handset upsell opportunities. Act as first level of contact for customer escalation issues. Ensure customer satisfaction and resolve all customer issues and concerns. Order Processing: Accurately process customer transactions, audit and reconcile daily cash receipts. Training/Meetings: Responsible for thorough knowledge of all store functions. Remain current on all wireless products, services, industry and competitive trends. Attend all applicable training/meetings.

Responsible for incoming and outgoing shipments/ deliveries. Pulling customer orders for in-store pickup. Resolving shipping discrepancies in a timely manner.