Donny Bonaparte
Powhatan,VA
Summary
Driven to excel, leveraged sales expertise and problem-solving skills at AT&T Mobility, enhancing client retention through personalized support and innovative solutions. My approach, focused on understanding and meeting client needs, led to significant improvements in service quality and customer satisfaction, showcasing my ability to manage complex projects and exceed expectations.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Premier Services Consultant
AT&T Mobility
Richmond, VA
05.2016 - Current
- Increased client retention by providing personalized support and tailored solutions. Handling highest and most effective call volume 30- 45 calls daily.
- Implemented innovative strategies to optimize service quality and efficiency, resulting in higher customer satisfaction levels.
- Conducted thorough needs assessments to accurately identify client requirements and develop appropriate solutions.
- Managed complex projects, ensuring on-time completion within budget constraints while exceeding client expectations.
- Consistently met or exceeded monthly targets for key performance indicators, demonstrating commitment to excellence in service delivery.
- Streamlined internal processes for faster service delivery, enhancing customer experience.
- Developed strong relationships with clients through consistent communication and timely followups.
- Exceeded quarterly revenue goals by strategically identifying business expansion opportunities among existing clients.
- Adapted communication style according to client preferences, fostering rapport and trust among diverse clientele.
- Spearheaded initiatives aimed at increasing brand awareness within target markets, driving significant growth in leads from prospective clients.
- Participated in professional development opportunities, staying current with industry trends and best practices.
- Improved customer satisfaction by efficiently addressing and resolving service-related issues.
- Provided expert guidance on product offerings and services, enabling clients to make informed decisions based on their unique needs.
- Coordinated with sales teams to identify upselling opportunities, contributing to revenue growth.
- Collaborated with cross-functional teams to ensure seamless service integration for clients.
- Championed process improvements that led to enhanced efficiency across multiple departments within the organization.
- Analyzed data trends to monitor performance metrics and inform future process improvements.
- Mentored junior team members, sharing industry insights and best practices for improved performance.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Organized documentation for new sales, warranties and service program sign-ups to provide proof of transaction.
- Built relationships with customers and community to promote long term business growth.
- Generated advertising brochure for vendor use.
- Drove store revenue by offering customers accessories and related purchases to complete selections.
- Built diverse and consistent sales portfolio.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Trained new employees on customer service, money handling and organizing strategies.
- Developed, maintained and utilized diverse client base.
- Contributed to event marketing, sales and brand promotion.
- Stayed current on company offerings and industry trends.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Recorded accurate and efficient records in customer database.
- Attended monthly sales meetings and quarterly sales trainings.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Met existing customers to review current services and expand sales opportunities.
- Maintained current knowledge of evolving changes in marketplace.
- Achieved or exceeded company-defined sales quotas.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Contributed to team objectives in fast-paced environment.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Informed customers of promotions to increase sales productivity and volume.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Set and achieved company defined sales goals.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Technology Services Mananager
Sam's Club
Midlothian Va
03.2003 - 05.2016
- Increased network reliability by upgrading hardware components and optimizing configurations as needed.
- Improved customer satisfaction with timely resolution of technical issues through effective management. Increased customer volume 20% YOY.
- Enhanced system efficiency by implementing innovative technology solutions and streamlined processes.
- Mentored junior staff members, fostering professional growth opportunities within the organization''s IT department.
- Collaborated with business stakeholders to understand their needs and develop technology strategies that aligned with organizational goals.
- Implemented staff training programs to increase team productivity and ensure adherence to industry best practices.
- Championed process improvements initiatives that led to increased operational efficiency across multiple departments.
- Evaluated emerging technologies, recommending potential acquisitions or investments to drive innovation and maintain a competitive edge.
- Managed vendor relationships, resulting in cost savings and improved service quality.
- Conducted regular audits of IT systems, identifying areas for improvement and implementing necessary changes.
- Led cross-functional teams to successfully complete complex projects within budget and timeline constraints.
- Delivered high-quality technical support services, consistently meeting tight deadlines under pressure situations.
- Ensured compliance with relevant regulatory standards through rigorous monitoring of internal IT controls.
- Implemented and maintained technology and software budget.
- Managed life cycle replacement of hardware and software.
- Liaised with other departments to minimize network interruptions and possible downtimes.
- Communicated regularly with customers concerning data exchange and technology integration.
- Oversaw development and implementation of improvements to support network operations.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
Education
Diploma - Automotive Technology
Powhatan High School
Powhatan, VA06.1990
Skills
- Teambuilding
Sales expertise
Account management
Knowledgeable in [System]
Technical Support
Till counting
Client rapport
Complaint resolution
Product and service sales
Store opening and closing
Stocking and replenishing
Analytical and Critical Thinking
Written Communication
Good Telephone Etiquette
Dependable and Responsible
Problem-Solving
Organization and Time Management
Flexible and Adaptable
Active Listening
Teamwork and Collaboration
Decision-Making
Data Entry
Self-Motivated
Cultural Awareness
Teambuilding
Accomplishments
- Business Expert of the year 2x
- Most improved Sales increase YOY
-Store of the year 3x
Certification
-Business expert
-Apple Master 2x
-Samsung SME
Timeline
Premier Services Consultant
AT&T Mobility
05.2016 - Current
Technology Services Mananager
Sam's Club
03.2003 - 05.2016
Diploma - Automotive Technology
Powhatan High School