Joy Blackwell

• Trained employees, monitored performance and conducted periodic reviews focused on continuous improvement.
• Produced regular sales reports, analyzed data and identified areas for improvement.
• Helped develop and consistently enforced top-notch customer service standards across departments.
• Partnered with store and district management to capitalize on new retail business opportunities.
• Implemented strategies focused on increasing store sales and customer satisfaction.

• Facilitated communication and collaboration with employees and management to encourage teamwork and rapport.
• Implemented employee recognition and rewards systems to promote positive work environment.
• Managed revenue models, process flows, operations support and customer engagement strategies.

Notable Accomplishments:

• Lead a team that delivered top NPS scores in 2021- Silver Spring.
• Implemented effective operational strategies that delivered top Operational Award in 2020.
• Created Black History Month
• Assisted with advertisement and community engagement of the 2023 RISE program
• Partnered with Community Investment team to drive brand awareness, community engagement and growth initiatives for multiple community organizations within Beltway Region.

• Works to retain existing customer base by using active listening, empathy, and assuming ownership of customer issues through resolution to prevent voluntary disconnects caused by issues such as move requests/transfer service, price/value concerns, technical issues, and change of ownership
• Minimizes churn by strategically offering product bundles and price points that meet the customers' budget needs and business applications needs.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Promoted new products and services to existing customers, driving revenue growth and satisfaction.

Interim Supervisor

• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Coached employees through day-to-day work and complex problems.
• Led regular customer service meetings to review progress identify challenges and provide feedback.
• Identified customer service trends to provide recommendations for process and procedural improvements.
• Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.

Notable Accomplishments:

• Successfully completed Linked to Leadership 2018
• Top performance Diamond Award 2018
• Organized, trained, project managed the launch of Xfinity Mobile in the Beltway Region.
• Organized and managed Beltway Rentention new hire training and onboarding process which transitioned 45 customer service associates from training to full production.

• Last call
• Meet sales goals by training, motivating, mentoring and providing feedback to sales staff
• Maintain outstanding store condition and visual merchandising standard
• Create and facilitate onboarding training for new hire associates
• Report buying trends, customer needs and profits to senior leadership
• Complete store administrative needs to ensure compliance to policies and procedures
• Personal stylist for high profile clientele with budgets of $25,000 each visit
• Develop business strategies to increase customer base, expand store traffic and optimize profitability
• Visual coordinator for merchandising and new product placements
• Facilitate training, meetings and other business-related updates to staff
• Consult with vendors to ensure maximum quality is provided to customers.