LAKETA WASHINGTON

• Oversaw day-to-day operations for 10 retail sites spread across Oklahoma, Texas, and Milwaukee.
• Verified daily financial transactions via RQ/Datascape/FirsTech, proactively identifying and rectifying any discrepancies.
• Managed the bi-weekly payroll processing for the entire staff.
• Cultivated and sustained thorough product and service knowledge, encompassing handsets, accessories, pricing, plans, promotions, and service capabilities.
• Shipped contracts and early upgrade devices to the U.S. Cellular fulfillment center on a weekly basis.
• Actively participated in company-promoted sales community events to strengthen brand presence and foster customer connections.
• Facilitated team comprehension of new device launches and current promotional offers.
• Assisted with the seamless onboarding and comprehensive training of all new hires.
• Maintained consistent brand identity by managing and updating all promotional and in-store signage.
• Executed monthly planogram adjustments and organized floor display arrangements for every store.
• Performed detailed physical audits of device and accessory inventory across the entire retail network.
• Reconciled cash out reports, investigated any financial variances, and completed daily bank deposits accurately.

• Conducted thorough customer needs analysis and provided value-driven recommendations of products and services.
• Maintained strong knowledge of all company products and services, including handsets, accessories, pricing, plans, promotions, and service features.
• Recognized and acted upon opportunities to offer enhanced services (i.e. accessories or calling features).
• Participated in company-sponsored sales community events.
• Helped develop an understanding of devices and promotions.
• Taught new sales processes and ECSG tools.
• Maintained signage from current promotions and on-desk signage.
• Helped set up and organize store meetings and contests.
• Directly responsible for assisting new and existing customers in finding the perfect wireless solution to fit their needs.
• Ace Wireless Authorized Agent for U.S. Cellular

• Assisted in developing talent through the training of associates, including providing in-the-moment coaching conversations.
• Assessed performance and provided the appropriate level of feedback on a daily basis and during the annual performance review process.
• Motivated and inspired associates to build brand loyalty and create a positive store environment for both internal and external customers.
• Modeled, encouraged, and demonstrated exceptional customer service behaviors while on the sales floor and maintained high standards throughout the store while ensuring the integrity of the brand.
• Supported the management team to maximize productivity through operational and product knowledge, customer service, and participating in completing key store initiatives.
• Participated in the Leader on Duty (LOD) program by providing an exceptional customer shopping experience and driving store profitability while leveraging payroll.

• Responded to inbound customer calls with the highest standard of professionalism and courtesy, addressing customer issues and ensuring that quality standards were met on every call.
• Researched and resolved a wide variety of customer questions/issues.
• Troubleshot first-level wireless technical issues.
• Demonstrated openness and flexibility in adapting to the needs of individual callers, such as dissatisfied customers or first-time users.
• Offered alternative options to satisfy customer concerns.
• Provided customers with timely and accurate information.
• Worked with other U.S. Cellular associates, departments, and functions in a professional, courteous, and collaborative manner.
• Proactively identified customer needs by reviewing customer accounts and inquiries to develop product/service solutions to retain and grow the customer relationship.
• Ace Wireless Authorized Agent for U.S. Cellular

• Processed member financial transactions including deposits, withdrawals, money transfers, and loan payments.
• Identified and resolved member service issues.
• Balanced cash drawer and daily transactions accurately.
• Balanced Cash Vault, CDM, and ATM functions.
• Filled ATM, CDM, and RBU machines with cash.
• Ordered daily cash requirements for the credit union and managed vault cash.
• Cross-sold credit union products and services based on member needs.
• Delivered service to both internal and external members in alignment with the credit union's Service Promises.

• Expanded and retained customer base through in-depth knowledge of retail services and selling techniques.
• Recognized selling opportunities and effectively cross-sold bank products and services.
• Followed up on sales opportunities, prospects, and referrals using retail banking techniques.
• Addressed multiple customer demands to provide maximum customer service experiences.
• Demonstrated exceptional telephone skills and satisfactorily handled all telephone inquiries.
• Possessed knowledge of competitive products, practices, and facilities to effectively sell bank products/services.
• Processed all financial transactions in an accurate and timely manner.