Responsible for managing day to day sales, operations, merchandising and training for approx. 27 big box retail locations including 22 Wal-Mart’s, 4 RadioShack’s, and 1 Fry’s Electronics. Brought district to leading district in the company within 3 months from start date by motivating, training and coaching a team of sales managers and reps to new standards for KPI’s including Postpaid Gross Adds, TRR, ARPU, and other strategic products. Lead by example for district/ region wide company calls for “AT&T Next” as a new initiative in national retail as well as created a 30/60/90 day game plan to execute on the initiative. Was placed in top tier for west region for AT&T Summit which is one of the company’s highest achievements. I was able to reduce churn in Wal-Mart’s by 85% by focusing on helping them understand their wireless P&L and helping store leadership identify fraud and gaming customers and how it impacts their bottom line. On average MoM I was able to generate a 20% lift in Gross Adds, TRR, MS Value 10GB+, Next, and Strategic Products

Managed a team of 3 Directors, 20 managers and approx. 300+ agents by coaching mentoring and developing negotiation skills to maximize collections, company and customer experience. Currently the top performing team in the center with approx $2300 DCPH (Dollars Collected Per Hour), 19+ CPH (Calls Per Hours), and an AHT (Average Handle Time) of approx 180. QA performance of consistently achieving 85% or higher to generate approx $50.5M/ month in lost revenues and a promise to pay kept rate of 70%. Incredible knowledge of VZW operations and compliance that also directly impact the performance of the company. ACSS, CACs, TOPs, netACE expertise for channel to channel understanding that is also educated to the team to maximize efficiency. Directly report to the VP of iQor VSO program and other PMs. I coach on a daily basis in regards to S20s, Executive Relations, VZW internal 360s, performance and QA. In addition to the many duties and responsibilities performed I am one of the AVP’s that directly makes contact with the customer to resolve escalation calls as one of the highest roles in the call center, this allows me to interact with other VZW channels, peers, agents and quickly establish the root cause of possibly where we failed to meet a customers, VZWs, and iQors expectations. Also managed/ created EBITDA spreadsheets to maximize financial gain and am able to speak and present confidently to all levels of management from officer to rep.

Coach and develop employees/ representatives to become leaders by effective on the spot coachings and driving KPI’s to new levels. Small Medium Business Expert with 7 Months consecutive 15% Gross Adds. YOY +30% increase for 7 consecutive months. Managed 13 employees, promoted 2 assistant managers and increased a “C” level location to “B” level numbers. Lead to drive customer service excellence with NPS and one of the chosen managers to be a part of the VZLead1 Program. Attended and completed all financial and business acumens to develop my leadership skills.

Responsible for P & L, coaching and motivating a team of sales people and assistant managers to achieve record breaking goals for a “lower traffic” store through experience and extensive knowledge in customer service, sales, and operations.Key Achievements: Generated a 200% increase in total gross profit from a store they said would not exceed $9,000, I have raised my team to make the new standard for my location a $21,000+ (GP) store, while delivering excellent customer service (with job offers from corporate Alltel) and building our customer base to new levels.Company transition from Alltel to T-Mobile, promoted to leading traffic store in market and managed to close 10% of our traffic and over 200 opportunities a month and over $50k in total gross profit for the store. Maintained an average of 300% accessory attach rate or 3.0, 65% smartphone take rate in a time when the metric area goal was 40%. Operations specialist and managed 10 employees to their success. Provided operational excellence for 6 retail locations as well as coached managers on operations excellence. Ran $50k+ Gross Profit store @ $225+ GP/ Opportunity.