Summary
Overview
Work History
Education
Skills
Timeline
Generic

ANGELINA RUSSO

Overland Park

Summary

Experienced sales program manager with 15+ years of accomplished experience in communications, training, sales, project management, and program implementation. Proven project management skills utilized in driving profitable and cost-effective programs critical to business functions. Strategic visionary able to execute several coinciding projects effectively, with a constant mindfulness of big-picture objectives.

Overview

22
22
years of professional experience

Work History

National Retail National Account Manager – Sales & Execution

T-Mobile Corporation
01.2009 - Current
  • Manage the core sales functions within Apple Retail and Samsung Retail to deliver best in class strategy, planning, optimizations, and insights to ensure significant customer retention and growth across T-Mobile product offerings. Responsible to grow senior level relationships, serving as a liason between the OEM accounts and T-Mobile. Collaborate with leaders of other T-Mobile teams to develop cross-functional opportunities to provide client solutions above and beyond existing offerings. Accountable for promotional strategy, technical capabilities, merchandising, customer experience, and achievement of sales metrics.
  • Program managed several key initiatives to drive sales and improve the customer experience including the launch of an equipment installment plan, trade-in program, and the launch of national offers.
  • Collaborated closely with marketing, technical, and product to support the launch and success of iconic devices in high visibility sales channel.
  • Developed strong, productive relationships with key OEM partners.
  • Senior Program Manager - Communications & Training (2018 – 2021)
  • Responsible for the strategic planning of all communications and training for the National Retail sales channel. Utilizes diverse communication strategies, initiatives, and tactics to drive sales performance, process excellence, and channel execution. Partners closely with internal and external cross-functional teams including sales, operations, training, marketing, communications, and legal to effectively develop and deliver training & communication resources. Provides operational support assisting sales teams to overcome obstacles and achieve metrics. Manage and maintain content for all channel communications including: National Retail C2 page, The Hub, Hot Offers, and the weekly National Sales Playbook. Gather requirements, facilitate development, and deliver Comprehensive training documents and web-based trainings for national retailers. Host national sales calls communicating channel updates, performance trends, promotions, offers, and action plans.
  • Developed & maintained communication plans for all organizational updates including plan changes, promotions, device launches, Un-Carrier moves, etc.
  • Created and manage The National Retail Playbook which is updated weekly in order to inform the field sales teams of retailer specific sales promotions, plans, and pricing.
  • Implemented comprehensive sales and training strategy for all national retailer promotions, plans, pricing, availability, training, and more.
  • Device Quality Engineer - Product Development (2013-2018)
  • Partnered closely with OEMs to resolve post-launch device quality issues. Effectively communicated all device issue investigations, known issues, software updates, etc. for all customer impacting device issues. Managed regular communications with the technical consultants nationwide to inform stores of device resolutions, workarounds, and preventative actions. Investigated customer impacting device quality issues and developed root cause analysis. Initiated corrective and preventative actions including software updates, re-manufacturing fixes, and SPEC changes. Served as a liaison, resource, and primary point of contact for Samsung, Sharp, Microsoft, Kyocera, Essential, and Alcatel research and development teams. Analyzed device exchange rates, repair rates, and identified trends leading to potential device quality issues. Administrated day-to-day operational management of content and programming of two business critical tools.
  • Manage projects of a diverse scope to improve device operational performance and customer experience.
  • Partnered with OEMs to identified, investigated, and resolved over 100 post-launch device quality issues, resulting in over $1,000,000 in cost savings to Sprint.
  • Developed and managed the competitive analysis program, utilized by many organizations to analyze competitor devices and perform operational testing.
  • Spearheaded project to improve device website, improving communication efforts with customer-facing internal teams.

Account Manager – Business Sales

T-Mobile Corporation
01.2011 - 01.2013
  • Executed sales strategy to sell products and services resulting in growth and retention of assigned base of over eight-hundred small business accounts. Partnered with executives, marketing, vendors, and reporting teams to achieve business sales goals and revenue targets. Built strong relationships through networking to grow base of accounts and gain referrals. Analyzed customer needs and customized wireless solutions to maintain and develop subscriber base. Provided the highest level of customer service and support for high value business accounts.
  • Exceeded business sales goals and consistently surpassed retention, quota, and revenue targets.
  • Strategically communicated with business executives and developed sales proposals which led to over 200 new activations and over 1,000 contract renewals.
  • Built strong relationships and grew base of accounts by over 100 new accounts.
  • Technical Consultant - Retail Sales (2009-2011)
  • Maintained high level of knowledge of wireless products and services, providing technical expertise and performing in-house service and repair for hundreds of models of devices. Partnered with OEMs, vendors, peers, and management to prepare reports for analysis of product failure trends and service ability issues. Performed inventory management through weekly inventory counts, inventory check-ins, order scanning, and product ordering.
  • Consistently exceeded repair goals and maintained the lowest exchange rate in the district.
  • Received the “Red Carpet Award” for achieving the highest level of customer satisfaction, achieving 100% scores on customer satisfaction surveys month after month.
  • Built strong relationships with customers, gaining repeat business and referrals leading to increased store traffic.

Executive Intern - Store Leadership

Target Corporation
01.2009
  • Completed internship learning of all functions of store operations such as the following: merchandising, guest service, inventory management, sales maximization, human resources, payroll, hiring, and safety. Motivated, managed, scheduled, hired, and coached team members. Effectively utilized store reports and sales trends to achieve, promote, and drive business goals.
  • Planned and executed a challenging project which improved the store sales in electronics by 15% month over month.
  • Implemented policies and procedures which improved customer satisfaction scores by 12%, transforming a low-scoring store into the highest performing store in the district.
  • Recognized by district leadership as the highest performing intern with the greatest impact on store performance initiatives.

Wireless Expert - Retail Sales

Best Buy Corporation
01.2004 - 01.2009
  • Delivered personalized service and expertise to customers to drive sales and gain repeat business. Developed, maintained, and communicated expertise of wireless products, accessories, pricing plans, and service features for AT&T, Verizon, Sprint, and all prepaid carriers. Oversaw shrink programs and merchandising standards including plan-o-grams, clean & bright, promotions, displays, signage, and pricing.
  • Received “The Most Valuable Player Award” for assisting in customer retention goals.
  • Received the “Perfect Ten Award” for outstanding sales performance, achieving over $10,000 in notional margin as well at the “Best of the Best” award as the highest performer in the region.
  • Maintained a high level of customer satisfaction, receiving 100% scores on secret shops and customer

Education

B.S. - Communications, Public Relations

Park University

Skills

  • Strong Communications
  • Sales Leadership Experience
  • Cross-Functional Execution
  • Program Implementation
  • Project Management
  • Resource Planning
  • Goal Setting
  • Strategic Initiatives
  • Employee Engagement
  • Program Facilitation
  • Relationship Building
  • Problem Solving

Timeline

Account Manager – Business Sales

T-Mobile Corporation
01.2011 - 01.2013

National Retail National Account Manager – Sales & Execution

T-Mobile Corporation
01.2009 - Current

Executive Intern - Store Leadership

Target Corporation
01.2009

Wireless Expert - Retail Sales

Best Buy Corporation
01.2004 - 01.2009

B.S. - Communications, Public Relations

Park University

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