ReeVedia Mitchell

• Spearheaded multiple projects ranging from the formation of the online sales chat channel to implementing new strategies for sales, coaching, and engagement.
• Implemented improvement strategies to raise Customer Experience scores using personalized interactions and proactive issue resolution. Improving customer experience scores from 3.9 to 4.5 (5.0 scale).
• Designed and facilitated online sales chat training for 300 employees (2 day 4 hours including try and trial period), encouraging group participation and ownership.
• Analyzed vendor performance reports and financial statements to determine program success.
• Participated in negotiations of vendor contracts to ensure most cost-effective terms.
• Identified inefficiencies in call flow and implemented new tactics to determine the best approach related to changes in products and services.
• Facilitated subject matter experts knowledge-share opportunities (feedback sessions) to improve sales strategies and drive performance.
• Managed multi-million dollar fiscal department budget and cut expenses by 25%.
• Implemented changes in coaching roles and responsibilities for team managers to ensure agents receive the proper sales coaching.
• Produced monthly sales reports for distribution to senior leadership evaluating major key priorities, sales metrics, and outliers/ improvements.
• Achievements:
• Recognized for high performance by VP of Sales 3rd quarter 2022; Q3 and Q4 2021 performance
• Successfully improved employee attrition rate (from 9.9% to 4.5% over 2 years) by improving employee engagement and promoting a positive work environment.

• Orchestrated weekly/monthly National Sales calls, staff meetings, and call center visits with executives.
• Designated by Director of Sales with making decisions concerning budget, incentives, special projects, and employee engagement.
• Facilitated competitive feedback & knowledge sessions for Sales organization to ensure confidence and comfortability with all selling techniques. Led to 11% increase in internet sales from 2019 Q2-Q4.
• Established organizational performance strategies to highlight best practices; shared strategies with teams and oversaw new "Eagle Success Experiment" (ESE) to address improvement and outlier management. Over 100 agents went through ESE with success and improvement of at least 15% increase in sales in 2022.
• Designed organizational newsletter to create better communication and transparency; created page with job vacancies, interview tips and job search suggestions.
• Oversaw recruitment activities for leadership, scheduled interviews, advised decision-makers on hiring selections and led onboarding process.
• Implemented new administrative processes to prioritize job tasks and establish personnel responsibilities.
• Developed a plan to improve Customer experience scores (NPS); requiring all agents to establish a human connection within the first 5 minutes of every interaction and requiring team managers and supervisors to be very hands on with call observations and providing on the spot coaching.
• Achievements:
• Awarded $10k AT&T Connection Award - monetary award given to person who goes above and beyond

Managed DMDR Sales department in Richardson, TX. who sold AT&T Wireless, Internet, and TV Products.

• Led monthly Strategic Alignment Meetings to discuss goals. Also facilitated discussions with team managers to present their plans to meet and exceed business goals.
• Mentored, coached, and developed 10-14 sales team managers into building high-performing teams.
• Held weekly one-on-one meetings, strategy sessions, and career discussions to ensure that managers are progressing towards their developmental goals.
• Introduced "Winning in Sales" targeted sales techniques for 200+ sales agents, teaching the ABC's of selling. Boosting wireless sales 30% from previous year.
• Managed organization attrition, monthly budget, staffing, incentives, and call volume. Held small group sessions with agents to plan engagement activities and also to discuss their wants and needs.
• Oversaw "Meet your leadership" mentorship activities for high-potential agents to introduce them to leadership and allow them to showcase their talents.
• Met with Advertising & Promotions and Marketing departments to determine project road maps and create unique incentives to drive sales and high performance.
• Achievements:
• Awarded AT&T Summit Award for 2018 (Top 1% Area Managers in Company receive company sponsored trip for 2)
• Awarded AT&T Leadership in Action Awards for 2017 and 2018 (recognized by VP of Sales)

• Coached and motivated a team of 12-15 sales leaders that sold AT&T products and services.
• Developed sales plans, goals, strategies to achieve team goals and business objectives.
• Developed competitive analysis newsletter to help agents to navigate sales strategies and drive sales performance.
• Resolved escalated concerns from less experienced representatives.
• Evaluated sales representatives regarding performance and discipline.
• Designated manager over 6 week New Hire learning activities for over 100 new hires (Richardson, TX and Birmingham, AL)
• Achievements:
• Over achieved sales goals Y-O-Y with 117% Overall Sales Attainment (2017-2018)
• Won 2016 & 2017 AT&T Summit Award for Top Sales manager with 110% Overall Attainment. Exceeded targets in all metrics (out of 41 team managers).

• Managed relationship between AT&T vendor location in Ohio (served as vendor manager)
• Created project plans with established timelines, assigned to appropriate teams and managed project through rollout.
• Built and established strong partnerships with teams, vendors and contractors.
• Assisting with on-boarding of new employees from recently merged company
• Spearheaded plans to improve Customer Satisfaction scores by initiating Involve to Resolve tactics. Meaning all agents must involve a member of management if a customer is unsatisfied or unhappy with their resolution.
• Managed contracts with vendors and suppliers by assigning tasks and communicating performance expectations.
• Designated as point of contact for upper management on numerous occasions; provided support for floor managers and over 200 representatives.
• Implemented several initiatives: providing consistent information from department to department, better flexibility and improved synergy
• Research, compile, and prepare monthly reports, correspondence, or other information required by upper management