Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Eric Bondra

Tucson,AZ

Summary

Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality experiences. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Sales Specialist

Verizon Wireless (AFNI)
01.2021 - Current
  • Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
  • Provided first-rate service to all customers and potential customers.
  • Built rapport with customers and assessed needs to make product recommendations and upsell.
  • Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.

Sales Trainer, L&D Department

Verizon Wireless (AFNI)
10.2017 - 01.2021
  • Managed recruitment, training and development for highly effective sales team.
  • Developed and led group training courses to align with corporate sales and service goals.
  • Trained on sales and account management practices to reduce process lags and enhance performance, efficiency and profitability.
  • Assessed training program effectiveness on regular basis and improved upon deficient areas.
  • Designed and implemented sales training program and documentation.
  • Provided coaching and mentoring to employees.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Analyzed and evaluated training effectiveness and program outcomes.
  • Built and maintained professional relationships with vendors and suppliers.
  • Developed and executed performance management programs to increase employee engagement and productivity.
  • Established and maintained quality control standards.

Head of Training and Development

Mercedes Benz Mbrace
06.2016 - 09.2017
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Trained staff during demonstrations, meetings, conferences, and workshops.
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Communicated all learning and performance objectives, schedules, and training assessments to upper management.
  • Organized and edited training manuals, multimedia visual aids, and other educational materials.
  • Directed field training to enhance participants' skills.
  • Directed training programs and development paths for managers and supervisors.
  • Implemented new learning strategies depending upon employees' skill levels.
  • Analyzed effectiveness of training programs at all levels and recommended updates.
  • Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
  • Developed departmental systems and procedures to better align workflow processes.
  • Created and further developed new curriculum by combining 3 separate courses of sales, retention, and collections into one effective course by collaborating with clients

Customer Service Trainer

Verizon Wireless (AFNI)
05.2015 - 06.2016
  • Provided coaching and mentoring to employees.
  • Trained and mentored 30 new personnel hired to fulfill various roles.
  • Established and maintained quality control standards.
  • Analyzed and evaluated training effectiveness and program outcomes.
  • Managed employees both in class room performance as well as first 3 months of on the floor production
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Utilized variety of instructional design methodologies to create effective learning experiences.

Lead Mentor

Verizon Wireless (AFNI)
12.2014 - 05.2015
  • Served as role model for mentees by demonstrating strong values and ethical standards.
  • Promoted positive relationships between mentees and other peers and adults to encourage social resilience and connection.
  • Taught key lessons and implemented feedback based off last observed session
  • Assisted mentees in setting and achieving educational and career goals to encourage independence.
  • Manages trainees pay and hours
  • Help manage teams of new hires both in the class room and production floor to develop necessary behaviors during on the job training

Customer Service Specialist

Verizon Wireless (AFNI)
09.2014 - 12.2014
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Reinforced established quality control standards and followed procedures for optimal customer interactions.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Answered constant flow of customer calls with minimal wait times.

Front Desk Staff and Instructor

Rocks And Ropes
10.2013 - 09.2014
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Educate customers of every climbing skill level from beginners to experts on gym rules and regulations for best safety practices
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Teach life saving rope skills and techniques to ensure first time climbers are confident in their knowledge to have a safe and enjoyable experience.
  • Provide sales and user expertise for customers purchases equipments from in house Pro Shop.

Education

Bachelor of Arts - Anthropology

University of Arizona
Tucson, AZ
12.2013

Skills

  • Operational Efficiency
  • Public speaking and expert communication skills
  • Daily organization skills to ensure standards and consistency
  • Teaching Skills and ability to transfer knowledge into practical application
  • Self motivated to improve both individual and peer performance
  • Build and main work relationships with management, clients, and peers
  • Quick learner to apply new skill or feedback into practice immediately
  • Ability to solve complex problems, large or everyday
  • Team Collaboration
  • Staff Training

Certification

  • Certified Trainer for Verizon Telesales, Sales Chat, and Customer Service
  • Certified Trainer for Mercedez Benz mBrace Retention, Collection, and Sales
  • Certified in Adult Learning Principles in the Workplace
  • Employee Development and Coaching
  • Leadership and Employee Retention

Timeline

Sales Specialist

Verizon Wireless (AFNI)
01.2021 - Current

Sales Trainer, L&D Department

Verizon Wireless (AFNI)
10.2017 - 01.2021

Head of Training and Development

Mercedes Benz Mbrace
06.2016 - 09.2017

Customer Service Trainer

Verizon Wireless (AFNI)
05.2015 - 06.2016

Lead Mentor

Verizon Wireless (AFNI)
12.2014 - 05.2015

Customer Service Specialist

Verizon Wireless (AFNI)
09.2014 - 12.2014

Front Desk Staff and Instructor

Rocks And Ropes
10.2013 - 09.2014

Bachelor of Arts - Anthropology

University of Arizona

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Eric Bondra