Summary
Overview
Work History
Education
Skills
Technology Proficiency
Work Availability
Quote
Timeline
OperationsManager

Jessica Fernandez

Retail Manager
Hemet,CA

Summary

High-energy people manager with over 20 years in retail wireless. Talented in team building, leading and motivating, and customer relations. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

20
20
years of professional experience
2
2

Languages

Work History

Retail Manager

T-Mobile
09.2007 - Current
  • Lead teams of 8-15 Mobile Experts, depending on location
  • Responsible for hiring, training, coaching, merchandising, loss prevention, facilities management, and all things store operations
  • Delivered financial results based on key performance indicators
  • Presented monthly game plan and business review to District Manager highlighting my strategy to close any gaps in Growth, Revenue, Customer Experience, People & Engagement, and Operational Efficiencies
  • After the T-Mobile/Sprint merger, successfully trained store managers and Mobile Experts at 3 legacy Sprint locations in the Southern San Diego district to align their business acumen and cadence with T-Mobile's directives and expectations
  • Ran Revenue Pillar for the entire district, presenting on monthly WebEx calls to peers and District Manager
  • Implemented a customer-facing digital tool for Mobile Experts as part of my up-selling strategy
  • Q3 2019 saw a 22.4% lift in total accessory revenue and 11% lift in iOT activations throughout Southern San Diego district as a result
  • Drove operational efficiencies to help minimize risk and protect the store’s assets
  • Identified ways to manage and control store expenses
  • Creatively solved customer pain points and escalations regardless of system limitations or other obstacles
  • There’s always a way to make things right
  • Specialized in customer resolution to positively impact experience and reduce churn without adversely affecting P&L
  • Averaged 70% savings to monthly account credits budget
  • Participated in community events and public relations activities to develop a positive image for the company, as a representative for T-Mobile at the Chambers of Commerce of San Ysidro and National City
  • Effectively increased morale and productivity at our San Ysidro location which had consistently ranked last in the district previously, out of 11 stores total
  • Crushed sales goals and achieved high-volume status by the end of my 6-month assignment at this location, increasing growth by nearly 500% and outperforming high-volume locations
  • Participated in T-Mobile’s Mentorship Program, virtually and in-person, as a mentor to 8 Mobile Experts from all over the nation looking to step into a leadership role
  • 4 of my mentees were promoted into a leadership role
  • Active member of T-Mobile's Women and Allies Network and Multicultural Alliance Network
  • Achievements: Winner’s Circle Q4 2018, Winner’s Circle Q3 2019, Winner’s Circle Q2 2022

Intern Assistant

GlobeTrend Technologies
10.2008
  • Supported sales team by researching and contacting companies in the Greater Hartford area for lead capture into Salesforce for sales of the firm’s network services solution
  • Supplied conference meeting notes highlighting SWOT, goals, and action items to VP of Business Development.

Sales Associate, Trainer, Supervisor

Mr. Wirless
06.2003 - 09.2007
  • Met or exceeded sales targets to maintain status as authorized dealer of Sprint, Boost, T-Mobile, and Virgin Mobile services in this family owned and operated business
  • Trained and supervised new team members and assisted with data entry into QuickBooks for Inventory Management and Payroll.

Education

MBA - Business Administration And Management

California State University
Fresno, CA
05.2001 -

Bachelor of Science - Accounting And Business Management

Saint Joseph College
West Hartford, CT

Skills

Mathematical aptitude

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Technology Proficiency

  • Microsoft Power BI
  • Microsoft 365
  • Salesforce
  • SAP
  • Kronos
  • Workday
  • Cisco Webex Meetings
  • Slack
  • Android (Operating System)
  • Google Suite
  • Zoom Video Meeting

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

A Warrior of the Light does not waste his time listening to provocations; he has a destiny to fulfill.
Paulo Coelho

Timeline

Intern Assistant

GlobeTrend Technologies
10.2008

Retail Manager

T-Mobile
09.2007 - Current

Sales Associate, Trainer, Supervisor

Mr. Wirless
06.2003 - 09.2007

MBA - Business Administration And Management

California State University
05.2001 -

Bachelor of Science - Accounting And Business Management

Saint Joseph College

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Jessica FernandezRetail Manager