Minellie Sotomayor

• Build, create and maintain different reports that include daily results, monthly projections and variance vs previous week and month, including but not limited to the following areas: Prepaid, Post Paid, CRU’s, protect advantage, AR UPG W/GA & market projections.

• Develop and maintain reports that include Retail Sales Consultants upgrades, top key metrics results by rep level & MTD results.

• Daily update of the year-to-date traffic summary report with variance vs previous and provide visit reports upon Manager request.

• Confirm and update monthly hierarchy changes and email information to Compensation team.

• Confirm monthly headcount and create edit templates for DOS & ARSM. Once edits are completed, will reconcile and provide confirmation.

• Host conference calls and build Power Point presentations with topics, participate in weekly small business blitz and manual count.

• Participate in Managers Meeting and Liberty Communication biweekly conference.

• Assist with Marketing requests, execution requests and vacation forecast calendar.

• Update distribution lists and assist with the Conference Rooms agenda.

· Designed an agenda for Special Projects to provide observations and findings as well as improvement for departments like Retention and Field Technicians that often collaborate.

· Identify top performers and bottom performers and describe the areas of improvement for each one monitoring progress through follow up with their supervisors.

· Created a First Call Resolution and Key Performance Indicator Culture through our initiative of reporting findings and behaviors.

· Our Quality Team scores calls and provides feedback to 9 different departments including Outsources in the skills of sales, technical support, and participate in a weekly calibration along peers to ensure that the processes of the company are being met.

· participate in meetings that help us maintain knowledge of both processes and platforms.

· Report our findings and discuss them as a group in our Staff Meetings

· Ensure the effectiveness and consistency of processes.

· Identify opportunities for process improvement to ensure efficiency of customer interaction.

· Evaluate the agent in his performance, knowledge and skills.

· Detect the training needs of agents.

• Make sales efforts of all the services offered by LCPR to prospects in the community within their assigned region.
  Make continuous efforts to meet the established minimum sales monthly quota.
  Prompt and search customers through door-to-door sales campaigns in communities and events that are assigned by your supervisor.
  Contact existing and new customers to discuss their needs and how this need can be achieved by specific products and services.
  Work during the late afternoon hours and weekends in caravans and special events.
  Distribute promotional materials authorized by Liberty with the purpose of acquiring sales leads.
  Verify installation and cancelled pools daily to ensure quotas are achieved.
  Perform daily sales reports, homes pass or visit reports, as requested by their supervisor, to acquire sales and cover all the assigned territory.
  Make credit checks to prospects to establish the applicable sales conditions and maintains the confidentiality of the information of the prospects.
  Process all sales through our CRM application accordingly to company policies and requirements, including account activation, credit verification, debts & HIU verification, inventory management and identity validation.
  Deliver daily to the office all sales documentation assigned as base within the established timetable.
  Assist with maintaining secured the mobile assets that are aligned to the territories they support.
  Responsible for protecting and maintain in good condition all company equipment and resources assigned. Advances inventory issues as needed.
  Track all processed sales to make sure that they are installed or activated on a timely manner.
  Keep Supervisor or Manager informed of daily sales activities and production results.
  Attend daily, weekly, monthly or quarterly meetings as required.
  May drive company vehicle and assets to perform sales efforts in assigned communities and events. May drive own vehicle as needed when solicited by supervisor.

• Provide extraordinary customer service by being compassionate towards and understanding their needs
• Build value by offering tailored and thoughtful solutions to fit each person, family or business
• Represent the Company and the AT&T brand with the utmost professionalism and courtesy
• Assist our leaders with store operations and duties
• Cooperate with my fellow RSCs to achieve a team approach to sales and customer service
• Achieve sales benchmarks and milestones
• Excel in selling AT&T's products/services, including entertainment, as we are a full-service lifestyle solution
• Work with wireless leaders to stand out, serve and succeed within the local community

• Handle service inquiries from customers providing efficient, courteous customer service and assist in all aspects of product offerings and services.
• Ensure an extraordinary customer experience.
• Handle customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. Offer alternative solutions where appropriate with the objective of retaining customer's business.
• Handle business transactions in connection with activation of new customer accounts on a computer terminal and communicate with customers using web-based tools and demonstrate the associated proficiency in typing and grammar.
• Make financial decisions to protect/collect revenues and adjust customer accounts and occasionally required to achieve a sale quota.
• Broad working knowledge of practices and operations demonstrating continued and consistent proficiency in skill sets utilized within the host call center.
• Assist management with scheduling and tracking of the workforce and vacation schedules in accordance with set company guidelines and requirements.
• Assist in training new employees and perform other duties as assigned by management