Paratrooper in Special Forces Group

- Fully accountable for store implementation of The AT&T Retail Promise- Fully accountable for execution of sales, service and customer experience initiatives in store- Supervise store personnel to: - Meet and exceed assigned goals for: customer experience and reputation, sales and service, revenue and productivity- Demonstrate the right customer behaviors defined by Delivering an Extraordinary Experience- Ensure every seller follows the AT&T Retail Experience and executes on all 5 Key Behaviors at all times - Consistently demonstrate excellent leadership and coaching skills- Create a work environment where motivated people can excel- Oversee Store floor experience – Act as Floor General- Own Customer Coordination,Welcome and Wait Time process- Support Team and assist with customer transactions- Coach and counsel personnel on “opportunities” with key sales and reputation metrics, recognize positive performance against key sales and reputation metrics and hold people accountable for poor performance - Perform role plays with personnel on a regular basis to demonstrate “what right looks like” - Facilitate weekly personnel training/educational sessions - Monitor the Customer FeedbackTool on a daily basis - Resolve or escalate appropriately any billing or service issues- Interview, hire and make necessary discipline decisions, including terminations, for store personnel- Inspire and engage employees by motivating team to succeed- Lead by example- Develop employees for growth and promotion by delegating appropriate responsibilities and inspecting completion- Improve employee engagement throughout territory through appropriate behaviors and actions- Develop and execute individual development plans for store personnel- Observe and coach employees to provide feedback around sales technique effectiveness and providing excellent customer service

• Acquire and maintain an elite level of product knowledge in all Microsoft retail products and service offerings.• Be the in-store example of the Microsoft vision of the long term customer relationship.• Provide customized solutions to ‘new’ purchasers that meet their needs and exceed their expectations.• Collaborate with corporate and field team members in the development of the necessary tools and programs that will lead to long-term relationships with elated customers.• Flawlessly execute the sales and service strategies of the Microsoft Retail organization.• Engage, Educate, Excite, and Empower both customers and team members alike.• Perform personal training's and workshops to teach MS Office and Windows.

• Coats and develops wafers.• Operating tools specifically engineered to spin wafers.• Measure wafers using nanometer tool; enter readings into charts.• Spin wafers with a specific recipe, rpm, procedure.• Work efficiently without any errors.• Work cohesively on the production line.• Cleanroom environment; Manufacturing quality controlled environment.• Certified for Nanometer, MITECS OS, Softbake procedure.• Made sure racks and tools were properly labeled for cleanroom code.

• Generate and qualify sales leads from a variety of sources• Qualify incoming sales leads and dispatch to appropriate sales team• Research existing companies to determine opportunity for sales possibility• Perform cold calls as a marketing technique

• Managed 2-6 employees focused around sales.• Conduct interviews and train new hires with the tools to be successful.• Created creative marketing techniques to drive traffic into the store.• Create daily deposits; Calculate metrics in several categories pertaining to performance; Weekly scheduling• Set smart goals and create incentives to motivate employees.• Exhausted helpful resources for customer escalations; Ensure 100% customer satisfaction.

• Customer Support (phone and in person), working accounts via ACMS in-house system • Operate sessions via Attachmate middleware (Teale) • Part of “Process Improvements Team” responsible for development and feedback. • Train/supervise new hires and update procedures, using technical writing.

• Carry out assignments and odd projects within business administration environment • Providing the opportunity to demonstrate various transferable skills and ascertain personal strengths.• Training & presentations and miscellaneous business administration duties that include learning new skills set.• Telephone Billings; System Operations; Customer service to explain promotional specials; Account management; Report writing & spreadsheets development.

• Review paper and electronic applications to determine good order• Manually enter applications as needed with speed and accuracy • Quickly respond to related Operations and Customer Service inquiries• Work with various lines of business to identify fraudulent or high risk new accounts• Process all work on a daily basis to maintain excellent service levels• Identify and document process and system enhancements for productivity, quality and efficiency

• Territory manager focused on residential market sector. • Generated new client relations through advertising and marketing strategies• Account/Project management; Managed ($3million in projects)• Answered customer service questions for both pre/post home improvement projects.