Nichole Gray

• As Program Manager Lead at T-Mobile for Business (TFB), I work cross-functionally with various stakeholders on risk mitigation and remediation initiatives within channel.
• Stakeholders include Customers, Tower engineers, Solution Engineers, Implementation Managers and Account Managers.
• Responsible for supporting key high-risk areas of business, currently in migrating Sprint business customers to T-Mobile.
• Roll out times lines for solutions with wireless voice lines, iOT (internet of things), and mobile internet lines.
• Manage migrations from first customer contact until final bill review, after all lines have been transferred over.
• Focus on process re-engineering and driving improved compliance rates. Ownership of personal funnel of accounts as well as oversee team of 9 under me, supporting 30-45 accounts each, ultimately being accountable for migration success of nearly 300 Gov and Business customers, all with varying degrees of nuances.
• Month over month I achieve more than forecasted
• Considered strong leader by peers and leadership in both hitting KPI’s as well as implementing processes as new roadblocks reveal themselves.
• Responsible for training new hires as well as training on new process, which are consistently updating and changing, as telecommunication industry continues to advance minute by minute.

• Responsible for all store level operations, such as inventory management, Audit readiness, scheduling, recruiting, hiring and training
• I assign teams sales goals to each mobile associate monthly and broken down daily
• Set clear expectations and coach to them daily to drive results
• Where always protecting Consumer proprietary information without leaving room for error, is mandatory, I led a team that proved consistency and accountability are key
• Created lively environment of results based on trust, teamwork, and accountability
• I am driven to produce results while maintaining policy and operational excellence

I have been ranked top 10% with T-Mobile in at least one metric every month.

• Responsible for recruiting and developing employees, as well as reviewing individual’s personal performance
• Set and communicate daily and monthly sales goals with team by team meetings and coaching individually
• Provide excellent customer service
• Managed 20-30 customer calls per day while maintains store tasks and walk in customers
• Solely responsible for inventory, to include making orders as well as receiving orders & maintaining integrity to current on hand quantities
• Driven to stay in compliance with all company policies and am very strong in compliance with Loss Prevention and quarterly audits.

• Equivalent of assistant store manager.
• Responsible for making schedules. Reviewing applications and starting hiring process of new hires.
• Responsible for corrective actions and general employee management.
• Take ownership of teaching and maintaining all training updates for every employee.
• Performed extensive work with our IMS program to monitor inventory trends and make adjustments as needed to our product inventory.
• Reduced waste of unsold product by 8% with rollout of new display process
• As well as food and beverage products, am also responsibility to Maintain proper levels or repair parts, office supply, and all chemicals for our machines and cleaning needs.
• Motivate team daily, to perform all duties to detailed standard, including timed activities while maintaining integrity to hand crafted products.
• Overall, ensured that all Starbucks standards are always in place and being followed.