Summary
Overview
Work History
Education
Skills
Awards
2018 Summit Award Winner
2018 Summit Award
2018 Summit Award
Timeline
Generic

Roland Owens

Goldsboro

Summary

Ambitious, energetic, and people-oriented professional with a strong drive to excel. Demonstrated leadership skills in driving team success and delivering exceptional customer service, whether working remotely or in a call center environment. Consistently surpasses objectives with efficiency and timeliness. A skilled communicator with a talent for building relationships. Goal-driven and focused on achieving optimal outcomes for the company, direct reports, and customers.

Overview

19
19
years of professional experience

Work History

Senior In-Home Expert

AT&T Mobility
09.2023 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Provide white glove service in assisting customers in home in completing registration of their internet accounts
  • Indulging in conversation with customers , asking questions to make sure they are getting the best at&t has to offer by transitioning to sales
  • Meet/ exceed monthly sales metrics as provided by the company
  • Worked well in a team setting, providing support and guidance.
  • Excellent communication skills, both verbal and written.

Consumer Retail Support Manager (Remote)

AT&T Mobility
01.2020 - 06.2022
  • Managed daily operations to ensure smooth functioning of my team in a work from home setting.
  • Monitored employee and retail store interactions to insure best in quality customer service is provided to the store agents.
  • Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
  • Collaborated with other teams to identify and resolve customer issues quickly and professionally.
  • Coached employees through day-to-day work and complex problems by using set tools and troubleshooting software
  • Conducted regular performance reviews, providing constructive feedback and guidance for professional development .
  • Created detailed reports on team performance, identifying areas of strength as well as opportunities for improvement.
  • Analyzed customer service data to identify trends, identify solutions and improve customer experience.
  • Created, prepared, and delivered reports to various departments.
  • Enhanced customer satisfaction by effectively resolving support tickets and addressing concerns on the spot
  • Organized and led weekly training sessions to keep team updated on new technologies and support protocols.
  • Enhanced team morale with regular recognition programs, acknowledging outstanding contributions to team success.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Evaluated employee performance monthly and conveyed constructive feedback to improve skills.
  • Defined clear targets and objectives and communicated to other team members

Retail Sales Manager

AT&T Mobility
09.2017 - 01.2020
  • Coached 12-14 sales agents on company policies, sales techniques, and customer service best practices to maximize their potential with best in class customer service in a fast pace call center environment.
  • Make sure the team was aligned with my managers as well as the company standards
  • Conducted regular staff meetings to discuss goals, progress toward targets, and areas needing improvement or focus for the entire team.
  • Use coaching tactics such as listening to live calls remotely or side by side with the agents to insure proper call flows were implemented and needs were uncovered to provide a good offer of At&t's products on every call.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Evaluated employee performance regularly, conducting monthly reviews and providing constructive feedback to encourage growth and improvement.
  • Held one-on-one meetings with sales team members to identify road blocks and provide words that work.
  • Enhanced team morale with regular recognition programs, acknowledging outstanding contributions to team success.

Retail Sales Associate

AT&T Mobility
08.2015 - 08.2017
  • Answer inbound calls in a fast paced call center environment.
  • Assist customers with billing issues , uncover needs and offer At&t services and products
  • Meet/ or exceed set sales , first call resolution and customer satisfaction survey goals.
  • Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Handled customer complaints with empathy and patience, resolving issues to maintain positive company reputation.
  • Engaged in friendly conversation with customer to better uncover individual needs and offer At&t products
  • 2018 Summit Award Winner

DSL Tech Support Lead

A T & T
09.2008 - 08.2015
  • Company Overview: Fortune100 Company - (formerly Bell/South Telecommunication
  • First point of contact in helping customers with DSL self-installation and service in fast-paced call center environment
  • Assist customers with registration, email creation, DSL physical line signal testing, modem/filter set-up
  • Assist customers with email, browser, and modem troubleshooting
  • Interact with other departments to resolve customer issues or provide additional services
  • Monitor calls remotely or recorded to provide feedback to insure best in class service is provided consistently to all customers
  • Make sure all agents are aware and inline with the company policies and procedures
  • Develop positive and supportive relationships with colleagues, internal staff and management
  • Demonstrate professional skills for oral and written communication
  • Demonstrate excellent follow-up skills with customers, internal staff and management
  • Demonstrate confidence, enthusiasm and a desire to excel
  • Ability to discuss strategic issues and resolutions with management team and implement resolutions with agents
  • Inspire agents to share their vision of what can make their job easier and support them to complete the vision
  • Enhanced communication channels within the organization to facilitate information flow between departments related to customer needs and concerns.
  • Develop and maintain a strong work relationship with co-workers, leadership and contacts
  • Agent of the month Awarded to the agent with exceeding metrics in all lines of business
  • Customer service commendation Awarded to agent with most VERY SATISFIED surveys in one quarter

Manager

Kelly Sales & Leasing, Inc.
01.2006 - 09.2008
  • Company Overview: RTO (Sales and Leasi
  • Grew sales from 29% to 54% of overall store revenue
  • Developed a business plan and sales strategy for the market that ensures attainment of company sales goals and profitability
  • Responsible for the performance and development of accounts
  • Conducted one-on-one review with all sales associates to build more effective communications, to understand training and development needs, and to provide insight for the improvement of associate’s sales and activity performance
  • Provided timely feedback to senior management regarding performance
  • Provided timely, accurate, competitive pricing on all completed prospect applications submitted for pricing and approval, while striving to maintain maximum profit margin
  • Maintained accurate records of all pricing, sales, and activity reports submitted by Account Executives
  • Adhered to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team
  • Recruited, tested, and hired sales associates based on criteria agreed upon by senior management
  • Carried out internal audits and expenses control measures with the due protection of assets
  • Organized bank transactions as well as regular sales reports
  • Offering necessary support for merchandising
  • Took necessary controls regarding opening or closing a store:
  • Strong leadership skills with ability to manage large groups of people
  • Excellent verbal/written communication skills
  • Superb facilitation skills
  • Effective interpersonal skills and experience demonstrating successful customer relationship management skills
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Controlled costs to keep business operating within budget and increase profits.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Defined clear targets and objectives and communicated to other team members.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Education

Basic Law Enforcement

United States Marine Corps
Parris Island, SC
05-1988

High School Diploma -

Southern Wayne High School
Dudley, NC
06-1986

Skills

  • Persuasive communicator
  • Effective leader
  • Team motivator
  • Goal-driven
  • Efficient
  • Career-oriented
  • Dependable and responsible
  • Computer skills
  • Active listening
  • Calm under pressure

Awards

Agent of the month Awarded to the agent with exceeding metrics in all lines of business, Customer service commendation Awarded to agent with most VERY SATISFIED surveys in one quarter, 2018 Summit Award Winner

2018 Summit Award Winner

Awarded to the top 3% in the nation of At&t sales agents based on overall attainment .

2018 Summit Award

Awarded to the top 3% of At&t sales and mobility agents based on overall attainment 

2018 Summit Award

Awarded to the top 2% of At&t Mobility Sales agents in the nation based on overall attainment

Timeline

Senior In-Home Expert

AT&T Mobility
09.2023 - Current

Consumer Retail Support Manager (Remote)

AT&T Mobility
01.2020 - 06.2022

Retail Sales Manager

AT&T Mobility
09.2017 - 01.2020

Retail Sales Associate

AT&T Mobility
08.2015 - 08.2017

DSL Tech Support Lead

A T & T
09.2008 - 08.2015

Manager

Kelly Sales & Leasing, Inc.
01.2006 - 09.2008

Basic Law Enforcement

United States Marine Corps

High School Diploma -

Southern Wayne High School

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Roland Owens