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, CTSkills
Mathematical aptitude
Results focused
Creative problem-solving
Coaching and mentoring
Relationship building
Customer relations
Diversity & inclusion
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