Paul Vannoy
Retail Operations & Customer Experience Leader | Multi-Unit Location Management | Customer Success & Retention Strategy | Customer Experience (CX) Optimization | Churn Mitigation | Data-Driven Turnarounds
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About
Operations and customer experience leader, passionate about turning complexity into clarity. I specialize in building high-performing teams, streamlining operations, and delivering exceptional customer experiences across the telecom, retail, and nonprofit sectors. With a proven track record in strategy, process improvement, and cross-functional collaboration, I thrive on creating scalable solutions that drive results and make a meaningful impact.
I take pride in mentoring teams, solving complex challenges, and translating vision into actionable outcomes.
Experience
Chief Operating Officer at Earth Awareness of Brevard Inc (2015-07 – Present)
Nonprofit Operations Leader Driving Growth and Impact.
- Advanced from Director of Operations to COO, leading strategy and organizational growth.
- Partnered with the CEO to translate the vision into actionable plans.
- Managed budgeting, compliance, and multi-program operations.
- Built scalable processes and reporting frameworks to improve efficiency.
- Streamlined workflows, and led fundraising and community events to maximize impact.
Senior Rep - Customer Loyalty at Verizon (2025-05 – 2025-12)
Customer Experience and Retention Specialist
- Managed complex escalations, retaining high-value accounts.
- Exceeded CSAT, quality, and first-contact resolution targets.
- Provided expertise in subscriptions, plan optimization, and service recovery.
- Improved processes with cross-functional collaboration.
- Delivered insights to leadership for continuous customer experience improvement.
Regional Manager at Walmart / Victra - Verizon Authorized Retailer (2024-08 – 2025-05)
Multi-Unit Operations Leader
- Managed over 150 employees across multi-state Victra Walmart locations.
- Drove 8–12% revenue growth and 10–15% CSAT improvement.
- Optimized labor planning, reducing inefficiencies by 10%–18%.
- Coached leadership teams to improve accountability and execution.
- Ensured merchandising compliance and cross-functional collaboration to boost sales.
Senior Representative - Customer Success / Tech Support at PACT / Verizon (2019-10 – 2024-08)
Telecom Support Specialist. Customer-focused and solutions-driven.
- Advanced through customer service and technical roles in telecom.
- Expert in 4G/5G home internet, connected car Wi-Fi, and enterprise voice solutions.
- Consistently exceeded KPIs in CSAT, quality, and first-contact resolution.
- Resolved complex technical issues and high-impact escalations.
- Collaborated cross-functionally to improve workflows, documentation, and customer experience.
District Sales Manager at Victra - Verizon Authorized Retailer (2013-03 – 2015-07)
Retail Operations Leader. Driving Sales and Team Performance.
- Managed multi-location operations, including cash, inventory, and compliance.
- Led and developed a team of approximately 50 employees with a customer-first focus.
- Boosted monthly sales by approximately $80K through targeted initiatives.
- Enhanced customer experience via service standards and sales execution.
- Fostered a performance-driven, engaged team culture.
Retail Sales Consultant at AT&T Mobility (2011-10 – 2013-04)
Retail Sales and Customer Support Specialist. Wireless Products & Services
- Provided consultative sales and support for wireless products, plans, and devices.
- Assisted customers with accounts, billing, upgrades, and hardware selection.
- Maintained high customer satisfaction through service recovery and retention.
- Supported early B2B sales initiatives, expanding the regional customer base.
- Built foundational experience in subscription sales and regulated telecom operations.
Education
High School Diploma in High School/Secondary Diploma Programs – Chapman High School
Associates in Emergency Medicine - EMT – Greenville Technical College
