Byron Washington
Fresno,TX
Summary
Sales Coach Retention with experience in coaching, leading and mentoring a team of agents to work towards personal and company set goals. Looking to leverage knowledge and experience into the role of Customer Service Supervisor with Grainger, Zoro.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Sales Coach/Manager
DIRECTV
Fresno, IN, TX
10.2021 - Current
- Directs work activities to achieve volume expected to meet operational goals/unit.
- - Responsible for daily application of Company and organizational policies.
- Provide feedback, coaching, training, motivation, and support to 22 direct reports.
- Handled customer relations issues, enabling quick resolution and client satisfaction.
- Assisted in customer-facing work as needed, encouraging a win and lose together atmosphere.
- Counsels and advises representatives regarding performance and discipline.
- Achieve DIRECTV Elite award for maintaining #1 spot for first quarter.
- Analytical skills and attention to detail and strong working knowledge of MS Office.
Premiere Service Consultant
DIRECTV
Houston, TX
02.2020 - Current
- Answered inbound call from customers with billing issues, technical issues, or general questions regarding service
- Assisted with customer questions and concerns on all products and services offered by theCompany through research and resolution using various tools and systems.
- Provides retention efforts to save customers
- Maintained appropriate records, prepared required reports, and updated customer account.
- Discussed options with clients and determined appropriate plans.
- Saved over $13,000 a year by implementing cost-saving initiatives that addressed long-standing problems.
TEAM LEAD
DIRECTV
Houston, TX
08.2020 - 12.2020
- LOYALTY TEAM LEAD FOR AT&T
- Design strategy and set goals for growth.
- Maintain budgets and optimize expenses.
- Utilize exceptional communication skills, critical thinking, problem solving and decision making capabilities to enhance the customer and team member experience.
- Ensure employees were engaged with team members.
- Oversee recruitment and training of new employees.
- Proven track record of developing and coaching relationships with agents for a better customer service experience.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
Education
Bachelor of Arts - HOUSTON, Media
University of Houston
Houston, TX12.2023
Associate - Science
Houston Community College
Houston, TX05.2017
Skills
- Relevant Coursework
- Business Management
- Analytical Skills
- Collaboration and Leader Skills
- Delegation Skills
- Problem Solving and Decision-Making
- A solid understanding og of the industry, product portfolio and customer base
- Strategic Planning Abilities
- Strong Communication and Motivational
- Customer Complaint Resolution
- Networking Events
Certification
- Certified Team Lead, DIRECTV. (2022)
Directv Elite Q1
Directv Elite award is for members of the organization that are in the top 10% of the organization or direct center. With my award, I was the top performing for the first quarter of the year. I was number 1 in the direct center and number 3 in the entire DIRECTV organization for retention.
Timeline
Sales Coach/Manager
DIRECTV
10.2021 - Current
TEAM LEAD
DIRECTV
08.2020 - 12.2020
Premiere Service Consultant
DIRECTV
02.2020 - Current
Bachelor of Arts - HOUSTON, Media
University of Houston
Associate - Science
Houston Community College
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