Summary
Overview
Work History
Education
Skills
Websites
Awards
Certification
Accomplishments
References
Timeline
Generic

Emma Smith

Appleton,WI

Summary

High-achieving management professional possessing excellent communication, organizational and analytical capabilities. Devises innovative solutions to resolve business and technology challenges. Eager to advance business goals through careful team management

Overview

10
10
years of professional experience
1
1
Certification

Work History

Retail Store Manager

Cellcom (Nsight)
Oshkosh, WI
04.2023 - 01.2024
  • Created reports to monitor traffic flow and opportunities missed using a mix of existing Tableau reports and SSRS computing
  • Analyzed overall cost/benefit structure for different areas of the company
  • Interviewed and hired new candidates for sales and lead positions.
  • Developed and maintained store policies and procedures.
  • Monitored store performance metrics, including sales, profitability and customer service ratings.
  • Supervised daily operations of the retail store, including staff scheduling, inventory management and customer service.
  • Collaborated with other departments to coordinate promotional activities and events in-store.
  • Established weekly and monthly goals for sales staff to achieve desired results.
  • Resolved customer complaints in a timely manner to maintain positive relationships with customers.
  • Initiated new product training sessions for employees to improve product knowledge.
  • Maintained awareness of market trends in the retail industry, understanding forthcoming customer initiatives and monitoring local competitors.
  • Organized merchandise displays according to seasonal promotions or special events.

Solutions Specialist - Keyholder

Verizon
Appleton, WI
12.2019 - 03.2023
  • Trained employees to floor manage including proper queue management, time management, scheduling breaks, and allotting time for back-of-house tasks such as inventory management and escalations
  • Functioned as manager on duty, which included assisting representatives with escalations, managing inventory, providing training on systems and sales, opening and closing the store, running the floor, managing merchandising, and ensuring all was completed within a timely manner
  • Implemented a new operational structure improving time management by prioritizing back-of-house tasks to be completed within deadlines
  • Increased sales by 15% YoY spurred by a new training program for new hires.

Customer Service Specialist - Temp

Verizon
Appleton, WI
04.2020 - 09.2020
  • Worked with work-from-home call center systems, and call queue systems
  • Served as delegate to the WFH team for management.

Small/Medium Business Specialist

Verizon
Madison, WI
08.2018 - 12.2019
  • Worked with business clients to implement complex solutions such as Fleet; VOIP; and MDM
  • Developed a training program to teach retail representatives the use of Business POS, how to ask discovery questions for businesses, and broad-level business product knowledge
  • Strategized with store and district management to improve YoY growth which resulted in a 25% increase districtwide
  • Created Excel work products to provide QBRs to clients and audit accounts.

Solutions Specialist

Verizon
Multi-location
06.2014 - 08.2018

Education

AAS Business Analyst -

FVTC
12.2024

TD Project Specialist -

FVTC
05.2024

Skills

  • Excel
  • Auditing telecom billing systems
  • Lookout
  • Pulse Secure
  • Mobile Iron
  • Mobile Device Management
  • Account Management
  • Tableau
  • SSRS
  • Productivity Improvement
  • Inventory Control
  • Risk Management
  • Work Flow Planning
  • Project Management
  • Systems Implementation
  • Data Analysis
  • Project Development
  • Schedule Management
  • Strategic Planning
  • Staff Management
  • Business Analysis
  • Staff Training and Mentoring
  • Customer Relations Specialist

Awards

Women of Wireless - Program for women who were outstanding in performance and culture, to train and empower and network

Certification

  • CAPM 02/2024

Accomplishments

  • Women of Wireless - A career development program is designed to equip participants with the skills and capabilities to become leaders and achieve their personal and professional goals. Must have applied and been accepted into the program.

References

References available upon request.

Timeline

Retail Store Manager

Cellcom (Nsight)
04.2023 - 01.2024

Customer Service Specialist - Temp

Verizon
04.2020 - 09.2020

Solutions Specialist - Keyholder

Verizon
12.2019 - 03.2023

Small/Medium Business Specialist

Verizon
08.2018 - 12.2019

Solutions Specialist

Verizon
06.2014 - 08.2018

AAS Business Analyst -

FVTC

TD Project Specialist -

FVTC

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