Ted Osborn Email & Phone Number

Minneapolis, Minnesota

Managed a group of ten employees of a small startup company. Effectively developed and implemented new strategies to increase revenue and customer satisfaction while being focused the pain points of the employees. • Identified Accounts Receivables inefficiencies and rolled out a new automated process that increased productivity by 50%.• Successfully rolled out a proactive program using data analytics to decrease customer disconnection.• Developed quality expectation for our customer service Reps including training the team on words that work. • Responsible for recruiting, interviewing, hiring and training all new employees. This included documenting training and all onboarding needs of the new employee.• Developed monthly meetings to ensure goals were being met and evaluate expectations.• Daily quick hit meeting with each direct report to identify pain points and ensure daily goals were set.

Bloomington, Mn

Successfully assumed position with the National Solutions Center for four different departments. Led nine team managers & one hundred twenty representatives. Managed financial budget while exceeding company goals. • Strategically collaborated with a cross-functional team to bring 35,000 new activations to AT&T from the competition for the largest police department in the United States: this highly visible project ended six months ahead of plan and created over $1M of revenue per month. • Exceeded execution goals in the first half of the year at 104.5% involving a successful pattern of teams functioning the queue; increased quality results by over 10% in 2016.• Managed a key client project to move 10,000 users from BlackBerry devices to Android devices from January to May in 2016: this included negotiating service level agreements, meeting the schedule with the BlackBerry Server, and collaborating with the AT&T warehouse to ensure timely delivery; reduced service level agreements from 72 to 24 hours. • Developed fraud reporting for new business accounts that reduced cost to the business.• Organized over 30 events in the first half of 2016 to increase employee satisfaction through the employee committees: the activities helped increase employee satisfaction survey results for the NSC, resulting in a 25 point increase for the year. • Inspired the National Solution Center Queue Team to the top customer survey results via the Net Promotor Score between six centers by focusing on “Making it Personal” behaviors: The Bloomington NSC team was recognized as leader in consultative selling procedure. • Established and implemented the Contract Implementation Team of 45 Representatives; developed methods and procedures that were not accurately documented; collaborated with the Project Manager to deploy automation and reduce workload.

Bloomington, Mn

Led a group of twelve representatives to exceed sales and customer service goals. Effectively managed several individual accounts that needed unique consideration. Established and led weekly team meetings to ensure superior quality and consistent results. • Appointed, evaluated, and developed team members to meet Cingular Wireless expectations; assumed NBO liaison role for new acquired Columbus markets; developed presentations and executive regional rollouts of NBO to local and national executives. • Traveled throughout the United States introducing the National Business Ordering to sales partners: this included existing territories owned by Cingular Wireless and new markets acquired though FCC auctions.• Established commissioning structure; recompensed staff for superior performance. • Managed local account for the Minneapolis law enforcement: presumed critical liaison role for undercover officers.• Key advocate for FEMA efforts: successfully deployed emergency phones while quickly performing disaster recovery procedures. • Assumed decision maker role for implementing new software for the department; led User Acceptance Testing for the department: the new software reduced human error by 20%. • Co-Managed the Pittsburgh and the Southeast Region Implementation processes to NBO.

Bloomington, Mn

• Effectively managed sales support team; implemented critical trainings initiatives. • Led two major wireless accounts, which resulted in 120% growth; supported the local market sales goals and implemented various cost cutting proposals. • Managed automatic dialer for the department, including format excel worksheets; uploaded the data while starting the dialer every morning.

• Led generation for outside sales team; presumed Secret Shopper liaison position for the department; sold wireless service to small business accounts. • Led two major wireless accounts, which resulted in 120% growth; supported the local market sales goals and implemented various cost cutting proposals. • Graduate of Dale Carnegie Sales Training• Awarded trip to Boston with the Minnesota Timberwolves for outstanding Voice Mail Sales in 1995.• Liaison for Federal Emergency Management Agency for floods in MN and North Dakota.