MINNELLE JACK
Everett,MA
Summary
Specialist 3 Product Sales Support and Analysis
Experienced, results-producing management professional with over 15 years experience in customer service, sales, marketing and public relations in the telecommunications industry. Effective leader, skilled in developing highly productive, sales-driven teams by implementing customer-focused training, sales programs and motivational targeted behavioral coaching. Proven ability to continually meet and exceed expectations in an effort to gain trust and build and maintain on-going cross functional business relationships with a focus on transforming the customer experience, resulting in customer loyalty and increased revenue.
Overview
9
9
years of professional experience
Work History
Xfinity Store Manager 1
Comcast
Cambridge, MA
07.2017 - Current
- Analyzed Daily sales reports to ensure sales team prioritized and focused on specific metrics to maximize performance
- Achieved and exceed sales and service metrics through consistent targeted coaching and performance management using both Sales Force and Tableau Systems
- Managed all phases of the customer service center environment and team to achieve and exceed financial targets and satisfaction scores through NPS and VOC
- Delivered Maximum results by growing the close rate for Core RGUS 108% BY 1rgus business
- Collaborated with Store managers to develop coursework to aid in decreasing skill gap
- Conduct and maintain regular sales channel analysis, reporting and benchmarking to improve sales productivity, cost per acquisition and quality of sales
- Managed coach and evaluate Xfinity store employees customer service center personnel based on performance standards
- Motivate representatives to achieve sales and compliance results
- Manage performance by identifying opportunities, constructive feedback, coaching, training, development, and disciplinary action
- Develop and implement effective communications processes that align the organization with performance requirements
SUPERVISOR CUSTOMER ACCOUNT EXECUTIVE - RETENTION
Comcast
06.2015 - 07.2017
- Facilitated and participated in recruiting and onboarding sessions to targeted candidates in order to generate interest in the organization and garner quality talent from the job market
- Developed personal performance plans for CAEs and provided feedback and quarterly performance plan reviews
- Developed and conducted team meeting agendas to ensure key communication was delivered and strategies were provided for delivering quality customer experience
- Developed and facilitated Retention Savepro training for CAEs resulting in increased team spirit and productivity
- Collaborated with other leaders and manager to produce team building exercises and daily floor support coverage including resolution of customer escalations, real time monitoring and feedback to CAES in order to maintain required service levels, enhance call quality and increased productivity levels
- Ensured a performance based culture was maintained whilst CAES remained inspired and professionally developed
Education
Advanced Certificate - High School Diploma -
University of Cambridge
London, EnglandGroup Diploma Marketing, Customer Service and Public Relations -
London Chamber of Commerce and Industry
London, EnglandCertificate: Event Management -
University of the West Indies
Trinidad and TobagoSkills
- Customer service
- Sales
- Marketing
- Public relations
- Developing teams
- Leadership
- Training
- Sales programs
- Coaching
- Building relationships
- Customer experience
Timeline
Xfinity Store Manager 1
Comcast
07.2017 - Current
SUPERVISOR CUSTOMER ACCOUNT EXECUTIVE - RETENTION
Comcast
06.2015 - 07.2017
Advanced Certificate - High School Diploma -
University of Cambridge
Group Diploma Marketing, Customer Service and Public Relations -
London Chamber of Commerce and Industry
Certificate: Event Management -
University of the West Indies