Fyre K Goenner

Work History

Spectrum, Charter Communications

10.2023 - Current

Provided first-rate service to all customers and potential customers using a discovery and offer strategy process.
After consultation with customers, made product suggestions by educating the customer, and made recommendations based off individual wants and needs.
Demonstrated product features, answered questions and persuasively overcame objections.
Drafted, finalized and submitted paperwork to complete sales using portable Point of Sale devices.
Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
Kept detailed records of daily activities through online customer database.
Maintained constant line of open communication with leadership at all times.
Managed personal training to stay up to date on policies, procedures, and newest products to stay up current and in the know.
Set Personal Sales Goals while maintaining department Goals.
Performed effectively in self-directed work environment, managing day-to-day operations and decisions.

Spectrum, Charter Communications

05.2020 - 10.2023

Coach, lead, motivate, and assist agents in developing stronger call behavior skills while monitoring live and recorded calls.
Train standards of sales performance metrics at standard operating procedures.
Aid agents in development toward success with respect to business rules while ensuring customer satisfaction, retaining revenue, and driving sales.
Demonstrate necessary skills toward ensuring professionalism with courtesy, and delivering customer satisfaction with mentees on all calls.
Retain existing customers from disconnecting existing lines of business while retaining and upselling core four products (Video, Data, Voice, and Mobile) and abiding by Business Rules.
Meet or exceed daily, weekly, and monthly goals through live listening to calls and provide agents with weekly S.O.R.A. (Strengths, Opportunities, Resolutions, Action Plan) coaching plan to drive success.
Provide regular reports to Leadership on daily calls to organize individual goals and areas of needed improvement with purposeful timelines.
Run daily huddles, trainings, provide live call demonstrations, and mock call scenarios.
To educate, live support, coach on new and existing promotional business rules, apply necessary credits, and resolve customer escalations.
Ensure the importance of clear communication with integrity, while executing order entry through the use of agent tools such as Webex, ACSR/CSG, Agent OS, SM 360, UCM, Competitive Edge, Copilot, Help desk, and other leadership and agent tools.

Brets RV & Marine

02.2018 - 03.2020

Lucky's Market

03.2015 - 02.2018

Monitored sales events for accuracy in scanning and signage, maintained current knowledge of weekly ad items and verified pricing integrity.
Kept records of production, tracked returned goods and took down and replaced new shelf tags.
Verified accuracy of prices charged to customers and confirmed attachment of correct attribute information.
Researched scan error sheets and not-on-file sheets promptly, corrected errors found and kept log of manual retail price changes.
Answer Phones and Emails.
Monitor IT Department Notifications.
Maintain Internal and External Communications.
Greet Customers.
Ensure Quality Control, Answer questions, Provide recommendations, and Instructions.
Prepare, Stock, & Inventory Fresh Selections.
Manage, Prepare, & Provide Order Requests for Customers.

Albertsons

02.2013 - 02.2015

Greet Customers.
Ensure Quality Control, Answer questions, Provide recommendations, and Instructions.
Prepare, Stock, & Inventory Fresh Selections.
Manage, Prepare, & Provide Order Requests for Customers.