Sergio J. Email and Phone Number

Employee Experience: Led peers through change and disruption by defining, researching, and challenging current processes and proceduresBring people together to support and advance chosen strategies through huddles, team meetings, and individual reviews.Examine customer trends and pain points to identify potential opportunities for improvement in revenue, retention, and strategic growth.Performance Management:Capture strategic insights from the macro environment, customer behavior, and new technology to make recommendations for transforming the customer service experience.Provide value-added feedback to leadership on coaching, call handling, and process improvement to drive efficiency, growth, and employee engagement.Conduct daily/weekly operational meetings to assess the results and performance of potential pilots.Influence:Partner with concept testing teams to determine KPIs for success measurementsIdentify key people, processes, and system barriers to drive success in a given initiative.Gain buy-in and trust from partner teams across the organization through follow-up, follow, and accountability.Communication:Translate strategic vision into a working roadmap for key initiatives and results.Utilize Google's G-Suite and Microsoft Office Suite to create materials for communicating critical insights to stakeholders.Create and facilitate written communication for progress updates, trends, and emerging technology.

Performance Management:Review and analyze results using Tableau, CCRS, Medallia, and related systems to identify trends and provide recommendations.Identify performance gaps and develop action plans with employees for improvement.Conduct leader huddles/workshops and side-by-side call observations for skill developmentEmployee Experience:Partner to influence frontline KPIs and conduct daily/weekly operational and performance reviewsTrain employees on operational changes and initiativesAnalyze staffing needs and make hiring, promotion, and disciplinary decisions as neededDevelop direct reports for positions of greater responsibility scope and scale.Reporting:Oversee scheduling and sales reportingMonitor daily sales results through Tableau, Omni POS, Verint, and other supporting systems to ensure objectives are met.Analyze and interpret data to provide feedback and plan for improvement in areas of opportunity.Customer Retention:Maintain and grow existing customer base while managing churnEnsure high levels of courtesy and professionalism in customer interactionsResolve escalated customer complaints with empathy and timelinessMarket & Industry Knowledge:Stay current on Go to Channel promotional elements, industry trends, and competitive landscapeReinforce findings with team members

Performance Management:Lead Sales Chat team to meet and exceed assigned digital targets and KPI metrics. Assess individual and team performance and initiate development plans to narrow competency gaps. Conduct coaching observations/chat audits. Managing critical business initiatives to impact Chat performance positively.Staffing/Employee Experience:Develop, train, motivate, and coach the sales team to produce desired high-performance results. Analyze staffing needs for the department, provide hiring and promotion decisions, and initiate disciplinary action as appropriate.Reporting:Responsible for scheduling and sales reporting. 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.

Led my team by resolving customer issues and assisting with customer transactions.Inspiring, training, and coaching your team to deliver an exceptional customer experience.Identifying selling skill gaps, then creating and implementing development plans to help meet and exceed sales metrics and assigned quotas.Led store operations (i.e., analyzing staffing needs, reporting financial and sales data, managing cash, meeting compliance requirements, and opening trouble tickets with Facilities/Network/IT as needed to ensure store up-time and functionality).Monitored inventory by restocking product shelves, maintaining device security, and managing store cleanliness.Managed store merchandising and planogram compliance with company expectations.I completed store opening and closing activities.

Providing customers with products and solutions which helps to simplify and organize their lives.Creating personal connections to make tech look simple.Generating sales by using your passion for cutting edge technology.Helping customers enjoy the best things about their new products so they can begin using and enjoying them immediately.Excelling in a team-based compensation environment.Assisting with store opening and closing duties.Supporting other Verizon stores within close proximity (based on business needs).

Field inbound and conduct outbound calls on qualified leads, identifying opportunities and selling Data, Voice, and Connect to drive adoption customers via telephone-based selling primarily.Listened to customers' needs and made appropriate recommendations.Meeting/exceeding activity/customer engagement objectives.Partners with the customers to understand their product/solution needs to identify present and future needs in a consultative selling approach.Exceeds customer expectations in the area of quality account management.Interfaces with Salesforce.com, OMNI B2B, and EWI, including ECPD and EPOD (contract tools).Coordinates pre-sale, technical support, and sales implementation processes