Cachon Owens

Key Responsibilities

• Support the Director of In-Home Sales with operational management of a 14-member field sales team, ensuring alignment with regional sales goals and performance targets.
• Manage sales operations and administrative processes, including field scheduling, dispatch coordination, territory coverage planning, and Outlook calendar management.
• Maintain and audit inventory and equipment management systems, ensuring accurate tracking, reporting, and availability of sales resources.
• Utilize Salesforce CRM to manage sales pipeline visibility, track sales activity, generate reports, and support forecasting and performance analysis.
• Provide sales coaching, onboarding, and training for Field Sales Experts to improve product knowledge, customer engagement, and closing rates.
• Assist with complex or high-value sales opportunities, partnering with field representatives to help close deals and increase revenue.
• Coordinate sales meetings, team events, and operational briefings, including agenda development, logistics, and communication.
• Serve as the primary liaison between leadership and field sales teams, ensuring effective communication, process improvement, and operational efficiency.
• Execute back-office projects and operational initiatives that support sales growth and field productivity.

Key Achievements

• Contributed to the team achieving #1 sales performance in the Greater Lakes market for two consecutive months, the first time this milestone has been achieved in the In-Home Sales sector.
• Improved team operational efficiency through streamlined scheduling, inventory oversight, and coordination between field staff and leadership.
• Recognized as a trusted operational partner to the Director, providing leadership support, sales enablement, and operational coordination for a high-performing sales team.

Key Responsibilities

• Delivered consultative sales experiences by assessing customer needs and recommending wireless plans, smartphones, accessories, and connected technology solutions.
• Maintained expert-level knowledge of smartphones, mobile operating systems, and emerging consumer technology, including devices from Apple, Samsung, Google, and other leading brands.
• Consistently exceeded individual and store sales goals through relationship-based selling and product demonstrations.
• Assisted with training and onboarding new sales consultants, sharing best practices for sales techniques, product knowledge, and customer engagement.
• Managed inventory control and stock organization, ensuring accurate tracking and product availability for customers and the sales floor.
• Resolved customer service issues and escalations, delivering effective solutions while maintaining high levels of customer satisfaction and brand loyalty.
• Supported daily retail store operations, including merchandising, product setup, device troubleshooting, and customer education.
• Maintained strong working knowledge of wireless plans, promotions, device financing, and bundled services to provide complete solutions for customers.

Key Achievements

• Ranked Top 3 Sales Consultant out of 21 team members consistently from the first month on the sales floor.
• Recognized for product expertise across all smartphone brands and emerging consumer technology, becoming a trusted resource for both customers and colleagues.
• Selected to mentor and train new employees, helping accelerate onboarding and sales readiness.
• Built a strong reputation for resolving complex customer issues and escalations, contributing to positive customer experiences and retention.

Key Responsibilities

• Managed and coached a team of 21 remote reservation representatives, ensuring performance goals, service standards, and productivity metrics were consistently achieved.
• Supervised daily contact center operations, including scheduling, call monitoring, workflow management, and service-level performance.
• Conducted performance coaching, training, and employee development, providing feedback through call reviews and one-on-one coaching sessions to improve service quality and sales effectiveness.
• Monitored key performance indicators (KPIs) such as call quality, conversion rates, handle time, and customer satisfaction scores.
• Led hiring, onboarding, and training initiatives for new team members, accelerating their readiness to meet performance expectations.
• Managed escalated customer concerns and service recovery, resolving complex issues while maintaining brand reputation and customer loyalty.
• Collaborated with leadership to implement operational improvements and customer service strategies that enhanced efficiency and customer satisfaction.
• Maintained accountability for team productivity in a fully remote work environment, ensuring adherence to company policies and performance standards.

Key Achievements

• Successfully led a 21-member remote team, maintaining strong engagement, accountability, and service performance in a virtual contact center environment.
• Improved team performance through targeted coaching and training initiatives, resulting in stronger sales conversions and customer satisfaction.
• Recognized for effective leadership, employee development, and operational management within a fast-paced reservation and customer service environment.
• Built a high-performing remote team culture, promoting collaboration, accountability, and consistent customer service excellence.