Andrew E Jimenez
Retail Store Manager
Phoenix,AZ
Summary
Accomplished Manager with a proven track record at SunComMobile (Cricket), enhancing customer service quality and driving sales growth through strategic market research and effective negotiation. Skilled in cross-functional team management and verbal communication, adept at fostering professional relationships and exceeding sales goals. Demonstrated ability to innovate and implement efficient sales strategies, achieving significant market expansion.
Overview
7
7
years of professional experience
Work History
Manager
SunComMobile (Cricket)
Phoenix, AZ
02.2021 - Current
- Analyzed customer feedback to identify areas for improvement in service quality.
- Developed and implemented customer service policies and procedures.
- Trained new Customer Service Representatives on company protocols, products, and services.
- Monitored team performance metrics to ensure adherence to SLAs.
- Resolved escalated customer complaints promptly and professionally.
- Coached Customer Service Representatives on improving communication skills with customers.
- Performed daily audits of customer interactions to maintain high standards of customer service delivery.
- Maintained up-to-date knowledge of all products, services, pricing plans, promotions, and product updates.
- Ensured that customers received prompt resolution of their queries or complaints.
- Developed and implemented sales strategies to reach key accounts.
- Identified potential customers and developed relationships with them.
- Created and maintained customer databases to track account activities.
- Conducted market research to identify industry trends, competitive landscape, and customer needs.
- Collaborated with cross-functional teams to develop promotional materials.
- Negotiated pricing agreements with vendors while maintaining profitability targets.
- Analyzed sales data to identify opportunities for improvement in processes and procedures.
- Recruited, trained, coached, mentored, and evaluated new staff members in order to ensure the highest level of customer service was provided at all times.
- Maintained a thorough knowledge of product lines in order to effectively respond to customer questions or concerns.
- Built strong relationships with key stakeholders within target markets.
- Performed sales consultations and educated clients on products and services.
- Achieved company growth and brand development through market expansion and sales.
Customer Service Representative
Yuma Territorial Prison State Historic Park
Yuma, AZ
01.2018 - 03.2020
- Responded to customer inquiries via phone, email and chat.
- Provided product and service information to customers.
- Resolved customer complaints promptly and efficiently.
- Demonstrated strong problem solving skills in addressing customer issues.
- Developed positive relationships with customers through friendly interactions.
- Handled difficult or emotional customer situations with empathy and professionalism.
- Managed large amounts of incoming calls, emails and chats simultaneously.
- Prioritized tasks effectively to meet deadlines.
- Cross-sold products and services when appropriate.
- Performed data entry activities as needed.
- Updated job knowledge by participating in educational opportunities.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Consulted with customers regarding needs and addressed concerns.
Education
High School Diploma -
Penn Foster Career School
Scranton, PA05-2027
Skills
- Marketing
- Negotiation
- Cross-functional team management
- Sales management
- Verbal and written communication
- Innovation management
- Expectation setting
- Skype
- Financial records oversight
- Policy administration
- Market Research
- Business Analysis
- Sales strategy
- Employee Training
- Product Development
- Professionalism
- Pricing strategy
- Program Development
- Multitasking Abilities
- Reporting and documenting
- Data Analysis
- Customer Relations
- Multitasking
- Problem-solving aptitude
- Cost Reduction
- Time management abilities
- Reliability
- Upselling
- Promotional support
- Cleaning techniques
- Relationship selling
- Financial records analysis
- Exceeds sales goals
- Excellent people skills
- Contact follow-up
- Problem-solving skills
- Point of sale operation
- Sales expertise
- Sales trends
- Retail merchandising expertise
Languages
English
Professional
Spanish
Professional
References
References available upon request.
Software
Computer skills
Timeline
Manager
SunComMobile (Cricket)
02.2021 - Current
Customer Service Representative
Yuma Territorial Prison State Historic Park
01.2018 - 03.2020
High School Diploma -
Penn Foster Career School