Onboarded, trained and ensured quality for new customer experience representativesEnsured coverage where there are potential gaps in knowledge or supportEffectively coached with positive reinforcementIncreased efficiencies, created and tested processes that would benefit our customers and made it easy for our agents to execute appropriatelyHandled VIP level customers and escalations that required attention to detail while providing SaaS troubleshootingNavigated through data and leveraged analytics to make decisionsUnderstand and manage team performance and their daily goalsDelivered reports, weekly report, and power-point on performance to leadersOversaw and lead all the quality assurance processes and staff to ensure accuracy via our ecommerce channel

Manage team of sales and technical associates in day to day operations of retail storeDrive sales team to hit sales metrics including: new activation, accessory sales, equipment protection, and Net Promoter ScoreHold team members accountable for not following sales/operation plans with daily and monthly coaching sessionsInterview applicants for positions in storeRespond to customer surveys in order to drive up our Net Promoter Score and create opportunities to coach staff to better deliver World Class Customer Service

Gather and update all stores within the LA Market on daily sales goals and progressAudit 10 stores in my district on operational guidelinesAudit 10 stores in my district on merchandising initiativesPoint of contact for 10 managers on all operational questions and projectsResponsible for working with management to create plans to bring stores into readiness for audit by corporate officeResponsible for working with LA Market Operations manager on surprise visits and inspections of retail environmentsResponsible for gathering and disseminating training data to managers at 10 retail locations

Responsible for Troubleshooting & repairing consumer cell phone devicesResponsible for ordering accessories to be sold in storeResponsible for maintaining positive customer encounters driven through Customer Satisfaction surveysResponsible for reconciling all inventory in store on a monthly basisResponsible for securing demonstration devices to reduce theftPiloted new directive in retail to troubleshoot and sort out early bugs with new equipment released to public (PAC)Piloted corporate program linking TSRs with customer in order to advise on upgrade programs for our customersCreated program to allow TSRs to give personalized service to small business customers on a 1 on 1 basis

Responsible for driving team of technicians to hit goals set by corporate officesAssisted in merging of Nextel Service and Repair operations into Sprint day to day dutiesAudited work performed by TSRs in 10 locations throughout Los Angeles Responsible for driving new company directives and products for use by TSR teams

Responsible for Troubleshooting & repairing consumer cell phone devicesResponsible for maintaining positive customer encounters driven through Customer Satisfaction surveysResponsible for ordering accessories to be sold in storeResponsible for reconciling all inventory in store on a monthly basisResponsible for securing demonstration devices to reduce theft

Responsible for monitoring the store for potential security risks and alarm functionProtect against fraudulent activity by creating AP Alerts and reporting and documenting incidents properly when necessaryTeach and coach store employees about the principles, standards and policies related to safety and crisis events and monitor their fulfillmentWork with the Asset Protection Lead and others to resolve any hazards or compliance issues and investigate any employee or customer accidentsInteract with customers and store employees to maintain a safe and profitable environment

Checks in drop shipments, truck shipments, and GEO shuttlesConfirms products are put on sales floor properly and in a timely mannerArranges product according to planogram specificationsPerforms ad set, price change, clean & bright, functionality and farming dutiesInsure check-out lanes are set with proper product in each lineResponsible for monitoring floor merchandiseConfirms functionality checks are complete and problems reported to the managerGreet customer and assists with locating product