Steven Moore Email & Phone Number

Responsible for supervising a team of Coordinators of the Indirect Support Group in providing carrier operational support for Alltel Indirect Agents. Ensuring that the staff has access to and training on appropriate tools to perform their jobs effectively. Escalating Agent questions or issues to resolve quickly. Working with internal groups, vendors, and others to provide solutions that enhance the value of the Agent program. Work with other internal groups to create procedures that ensure a high level of service. Being responsible for hiring and development of staff. Conducting formal and informal training and coaching with the staff as needed. Conducting staff meetings and huddles, monitoring and evaluating performance expectations.

Supervise and coach my Business Reps who handle nationwide incoming calls for setting up new Business Accounts and maintaining current Business and Government Accounts of 24 lines or less. Following AOP Call Center standards and requirements. Ensuring that our reps were getting the correct information to resolve issues with our Business Customers. I am responsible for payroll, attendance, interviewing and hiring for my team, working with Work Force Management for scheduling corrections, training, coaching and achieving our monthly sales and quality goals. Creating monthly contests and recognizing our Top Business Reps for achieving their goals in sales performance and call quality. Work closely with Manager for revenue and Combined Quota Attainment for the ABC.Awarded The Most Motivating Supervisor for 2006 in the ABC.

The ABC was created to handle our smaller Business and Government Accounts. We opened the Call Center with 13 Reps and handled only 6 Alltel Markets. The ABC currently has 48 Reps and supports our nationwide markets. I was responsible for sales training and supporting our reps with answers and taking escalated calls.

Alltel brought the Porting In and Out of Landline and Cellular numbers in house, which had been contracted to an outside vendor. I was one of 48 Port Specialist that began the In House porting process. In April 2006 I was recommended to the Rollout Team Member for Alltel’s new activation and upgrade software Unity for the Customer Service Centers. I was responsible for training Customer Service Reps in our Call Center Longview, TX. location.

Handled nationwide incoming sales calls setting up new personal accounts and activations with credit approvals. Worked closely with customers inquiring about canceling their wireless service, ensured customer satisfaction by offering alternative solutions, resolving customer service inquiries and concerns. Provided information on equipment and accessories, services, coverage area, monthly promotions and technical support.Worked with monthly sales quotas for new activations, renewals, features, average revenue per month on customer's service plan, and accessories sales.Exceeded each monthly quota.

• Responsible for 54 RadioShack Franchise/Dealers stores in Arkansas and Northwestern Mississippi. • Grew the district with additional new stores and sales gains.• Provided product and sales training support during individual store sales calls and at district and national sales meetings.• First RS District Manager to get cellular contracts from AT&T, CenturyTel, and Alltel negotiated by RadioShack corporate in place for our districts dealerships.•Earned Leaders Club Award for the year 2000.

• 9-88: Responsible for 70 RadioShack Franchise/Dealer stores in West Texas and New Mexico.• 9-89: Responsible for 74 RadioShack Franchise/Dealer stores in Colorado and NW Texas.• Worked with stores on their weekly and special purchases on products and services through RadioShack. Daily phone communications selling directly to owners and managers to keep stores stocked with RS products.• Worked directly with DSM in the field to help increase sales at each store, followed up with DSM suggestions after his sales calls to get additional sales and increase accessory sales.• Achieved monthly sales quotas and won sales incentive trip from sales performance.• Worked directly with the stores at the annual national meetings and helped introduce and train on new programs and products.

• Managed Dan Cook's Inc. RS Dealer store, using my experience from the corporate stores in Little Rock.• Increased sales and profits within first year and getting owner to expand the building for additional retail space.• Brought the store on a POS Inventory system to increase the store's profitability and improve our in stock position.

• RadioShack Store Manager of the following corporate stores:• 3/81 - 5/81: Benton, AR.• 5/81 - 5/82: N. Little Rock, AR. McCain Mall was first Million $ store in Arkansas. • 9/84 - 9/85: Little Rock, AR. Asher & University Ave.• 9/85 - 4/86: Jacksonville, AR.• Numerous sales awards and earned 4 incentive trips based on sales increases and quotas.• Trained employees and became the Senior District Orientation Manager for new store managers in Arkansas.• C Class graduate of RS store manager program for college grads.• Christmas training manager for the District and Regional levels.