To obtain a management position where I can maximize my knowledge base, quality assurance, consistent development and training with AT&T. Highly motivated, driven and successful Store Manager with a proven track record and reputation for achieving results in Operations, Sales and Customer Care. Work closely and effectively with Management, Area Management, and Directors. Possess a unique combination of analytical and leaderships skills, with excellent organization and prioritization abilities. Experience using complex equipment and determining equipment failure. Proven ability to implement change, exceed targets and drive organizational results. Organizes conference calls, analyzing issues, performing root cause analysis, and interfacing with multiple groups/organizations to solve problems. Professional certification Comptia A+ Comptia Network + Six Sigma White Belt Six Sigma Yellow Belt
Cricket WirelessAugust 2015 to CurrentRetail Store Manager San Antonio, Texas
Manage all aspects of the Cricket retail business including, financial management, business operations, customer service and retention, promotions, inventory, employee training and development.
Assure attainment of all net sales and revenue goals, including developing sales strategies and tactical implementation Assume direct responsibility for all day-to-day store operations Establish and maintain adherence to budget Coach and develop retail staff Analyze business trends, track competitor landscape, share best practices with other stores Participate in the staffing process for the store, including hiring and performance management Promote positive customer experience through modeling great customer service and handling escalations Demonstrate solid technical competence for all products and services sold Engage in community activities and business development that support business goals Own store issues, proactively identify challenges and create improvement plans Conduct employee meetings and operations reviews Maintain relationships with Network Operations Center to keep abreast of changes, potential customer issues and assist with resolution of issues.
AT&TOctober 2013 to August 2015Assistant Store Manager San Antonio, Texas
Develop and execute an extraordinary customer experience.
Meet and exceed all sales objectives for AT&T retail store .Current Strengths include: Meet and exceed assigned customer experience and reputation, sales and service, revenue and productivity targets Coach personnel on "opportunities" with key sales and reputation metrics, recognize teams on positive performance against key sales and reputation Take lead for developing, training and managing assigned team, with Store Manager maintaining ultimate decision making responsibilities for evaluations, discipline and staffing (hiring/firing/promoting) Assist, inspire and engage all employees by motivating team to succeed Fully understand and assist in educating personnel on compensation plan and how to maximize their earnings Drive operational compliance of back office processes, procedures and policies.
AT&TJuly 2010 to October 2013Tier 2 Internet Services / Team Lead / Manager Escalations Consultant San Antonio, Texas
Technical professional with expertise in computer networking, team development, and customer education.
Strengths include: Ability to coach and provide performance management tactics Partners with outside vendors and senior management to identify business and technical needs, issues and priorities.
Understands, develops, and delivers products services, systems solutions, and technical expertise to customer's or business representatives.
Knowledge of Internet and email protocols Strong understanding of Layer 3 Networking , Path determination and logical addressing Strong Understanding of AT&T programs such as CRM/ Clarify , BBNMS, Exception Manager Constantly improving and exceeding the customer's experience with AT&T.
Knowledge of multiple operating systems XP, Windows Vista, and Windows 7 and Mac.
SprintNovember 2007 to May 2010LEAD TECHNICIAN San Antonio, Texas
Summary: Technical professional with expertise in brand development, revenue improvement, and team motivation.
Strengths include: Provides and designs training to other employees on new and upcoming devices and launches.
Sprint Customer Service Excellence Award in 2007 & 2008.
Ability to identify customer needs to reduce churn Determines the most cost effective repair resolution to minimize customer downtime.
Main troubleshooter for all laptops and PCs devices using Sprint 3g or 4g network.
Determined obtainable metrics to be reached by representatives Able to operate mobile equipment phone, fax, printer, ect.
Partners with sales agents to educate, improve and exceed customer experience Receive and account for all store inventory , returns, and exchanges.
Education and Training
Judson High SchoolHigh School DiplomaConverse, Texas
San Antonio CollegeJun 11, 2010GED: YesYes
Mar 01, 2009Information TechnologyInformation Technology
brand development, business development, business operations, computer networking, employee training, financial management, sales, Store Manager, Telecommunications