Total Experience Manager, T-Mobile
July 2022 – September 2023
- Supported Virginia Area via Escalation Resolution and Root-Cause Analysis.
- Drove Cross-Functional collaboration with Retail, Customer Service, and Network Leaders to provide best-in-class service for customers and front-line employees.
- Monitored Experience and Performance trends in order to remain up-to-date on the latest developments impacting the area.
Sr Program Manager, T-Mobile
March 2022-July 2022
- Developed Home Internet Growth Strategy for Small Markets/Rural Areas and Metro by T-Mobile sales channels.
- Facilitated Training Workshops and conducted field visits to inspect sales/service behaviors.
- Regularly communicated results and collaborated with Area Leaders to grow sales and reduce churn.
Retail Development Manager, T-Mobile
February 2019 – March 2022
- Supported multiple Retail Districts in driving in-store B2B Sales Growth.
- Acted as a liaison between Retail and B2B Sales Team. Conducted weekly Funnel Reviews with B2B to gauge Retail Lead activity.
- Facilitated T-Mobile for Business sales training to Front Line. Regularly visited stores to provide in-store customer support.
Retail Store Manager, T-Mobile
August 2010 - February 2019
Direct and manage day to day operations and sales of retail store, meet the needs of the business by determining traffic patterns and sales trends to maximize staffing levels during peak times, and sustain a top performing retail store in all business operations. Other responsibilities include:
- Hiring and promotions – Identify and recruit internal and external talent, utilizing behavior based interview questions.
- Coaching Sales Team – Provide in the moment feedback and structured one-on-one coaching to Sales Associates and Assistant Managers. Document progress and hold direct reports accountable when not displaying the appropriate behaviors outlined in one on one action plan.
- Numbers Reporting – Report business results Daily, Monthly and Quarterly.
- Business Planning – Forecast business expectations for future month, quarter and year. Utilize reporting data to determine future business trends and set business goals.
- Inventory Management – Conduct weekly high dollar inventory counts, conduct monthly full inventory counts.
- Merchandising – Manage visual appeal of store and ensure adherence to corporate specifications.
- Conflict Resolution– Resolve all escalated customer issues in a timely manner ensuring the solution satisfies the customer, employees, and organization.
