Xavier Vincent
Rembert,South Carolina
Summary
Results driven, customer-centered business professional with fourteen years of experience in management and supervisory positions. Verifiable talent for maintaining profitable retail operations with success in capitalizing on growth opportunities, implementing promotional/marketing strategies, and upholding fiscal integrity. Articulate communicator and effective trainer with proven strengths in reducing turnover, minimizing shrinkage, and outperforming profit goals. Team oriented leader who motivates members to exceed expectations.
Overview
17
17
years of professional experience
Work History
Retention/DSC Sales Supervisor
Charter Communication
07.2017 - Current
- Manage teams of 12 to 15 Agents
- Facilitate training where needed to aid with developing direct report which ensures each agent follows the call flow and quality standards and adhere to procedures.
- Facilitate training where needed to aid with developing direct reports.
- Often act of Point of Contact while Direct Manager is out of the office. Aiding Supervisors with Reports, provide strategy of handling escalations.
- Often meet with Team on best practices they can use to increases sales with Cellular devices and Accessories.
- Provide coaching on critical metrics to ensure the team aids the Organizations success. Not limited to, Attendance, Schedule Adherence, Average Talk Time, Hold Time, etc.
- Assist with high level escalations by ensuring the client is satisfied.
- Submit required reports in a timely manner.
- Facilitate monthly, mid year and year end reviews.
- Conduct meetings and daily coaching of team members.
- Solve corporate escalations when customers are not pleased with the service they are receiving.
- Aid with taking calls as needed to assist the Contact Center with clearing the queue to help SLA and Abandonment Rate.
Interim Supervisor
Time Warner Cable
08.2015 - 07.2017
- Often considered as Point of Contact during Supervisors absence.
- Shared best practices with agents amongst the team to further enhance their skills.
- Coached agents to develop successful behaviors
- Called Auditing to ensure team adherence to quality regulations
- Coordinated and facilitated team meetings on up selling as well as various TWC metrics
- Lead underperforming team to top performing QA
- Lead team from inconsistent scorecard performance to Tier 3 and 4 performances consistently.
Subject Matter Expert (Appointed)
Time Warner Cable
08.2014 - 07.2017
- Work with OJT Classes; helping to learn TWC system
- Selected to cross train in both TWC billing systems.
Customer Solutions Agent
Time Warner Cable
11.2012 - 08.2014
- Maintain customer relationship by responding to inquiries and documenting actions
- Responded to customer inquiries by understanding inquiry; reviewing previous inquiries and responses, gathering and researching information; assembling and forwarding information; verifying customer’s understanding of information presented and answer
- Recorded customer inquiries by documenting inquiry and response in customer’s account
- Improved service by recommending and identifying new product and service applications; reconnected and build new accounts
- Accomplished customer service and organization mission by completing related results as needed.
General Manager
FootLocker Inc.
05.2007 - 11.2012
- Responsible for General Management of store in Columbia and the Market Leader for several FootLocker stores in the area
- Completed store operational requirements by scheduling and assigning employees and followed up on work results
- Coached, disciplined, trained, scheduled, and monitored sales productivity for associates
- Achieved financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiated corrective actions
- Formulated pricing policies by reviewing merchandising activities; determining additional needed sales promotion; authorizing clearance sales; studying trends
- Marketed merchandise by studying advertising, sales promotion, and display plans along with analyzing operations and financial statements for profitability ratios
- Secured merchandise by implementing security systems and measures
- Protects employees and customers by providing a safe and clean store environment
- Maintained the stability and reputation of the store by complying with legal requirements
- Determined marketing strategy changes by reviewing operating and financial statements and departmental sales records
- Maintained professional and technical knowledge by attending educational workshops; reviewing Professional publications; establishing personal networks; participating in professional societies
- Maintained operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.
Education
Winthrop University
University of South Carolina
Honor Graduate Crestwood High School
01.2004
Claflin University
01.2004
Skills
- Product Knowledge
- Customer Focus
- Tracking Budget Expenses
- Pricing
- Vendor Relationships
- Market Knowledge
- Data Entry Skills
- Staffing
- Results Driven
- Strategic Planning
- Management Proficiency
- Client Relationships
- Verbal Communication
- Multi-tasking
- Red Prairie Software
- Microsoft Word
- PowerPoint
- Excel
Awards
2007 Accessory Challenge 2008 Stock Locator Award Mystery Shop Award 2008 Million Dollar Game Award Million Dollar Ring 2008 2009 Mystery Shop Award 2009 Audit Award 2010 Mystery Shop Award 2010 Audit Award 2011 Five Year of Service Award 2011 First Ever 8 in A Row 100% Mystery Shop Award; First Recipient in Company History
Timeline
Retention/DSC Sales Supervisor
Charter Communication
07.2017 - Current
Interim Supervisor
Time Warner Cable
08.2015 - 07.2017
Subject Matter Expert (Appointed)
Time Warner Cable
08.2014 - 07.2017
Customer Solutions Agent
Time Warner Cable
11.2012 - 08.2014
General Manager
FootLocker Inc.
05.2007 - 11.2012
Winthrop University
University of South Carolina
Honor Graduate Crestwood High School
Claflin University
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