Jerome Rodica, MBA

Experience

• 

  AT&T Wireless

  Jan 1997 - Jan 2005

  Managed training and development for multiple dealer and national accounts which increased sales and activations by influencing sales activity by providing up to date training, sales tools, and creative advertisements. Provided in-store and group training sessions of initial and ongoing cellular education, AT&T Wireless policies and procedures, competitive information and customer assistance regarding service and sales to the management staff. Created training material needed to keep sales staff up to date on promotions and changes in a rapidly growing industry, as well as modified trainings accordingly to maintain “attention” of the reps being trained.• (IAE) - Launched new product and promotion for multiple levels of an organization coupled with on-going training and development for assurance in quality and compliance. • (IAE) - The top ranked Indirect Account Executive for the West Region – 151% to plan (2002)• (IAE) - President/Vice President Achiever (2002, 2003, 2004)• (IAE) - Exceeded Bolt-on goal percentage for managed accounts – 248% to plan (2002) Show less As a retention representative, my primary focus was to save customers who requested to cancel service and to proactively reduce churn. Supported calls from the western region of the United StatesThe type of customer calls that were taken range from the $19.99 consumer rate plans to the larger corporate accounts that generate revenue in the thousands of dollars per month. Each of these calls were handled promptly, professionally, and each with their own unique scenarios and separate resolutions. The goal set by AT&T Wireless was a 30% save ratio, maintained a consistent rate of 45% or higher per month.Communicated with all sales channels, including the Indirect Sales Channel, Retail Sales, Business to Business sales, and internal or external customers. This communication allowed me to determine what the customer was looking for in an experience with AT&T Wireless across each sales channel.Roamed New Hire Classes - to ensure customer care processes and techniques• (RET) – Promoted to retention team within 6 months of employment as a customer care rep• (RET) – Continued to exceed goal month over month with customer retention rate (45% save ratio vs. company goal of 30%)• (RET) – Selected to a “roamer” for new hire classes – to ensure new hires were adhering to customer care policies and techniques Show less

  • Indirect Account Executive

    Jan 1999 - Jan 2005

  • Customer Care/Retention Team Representative/New Hire Roamer

    Jan 1997 - Jan 1999
• 

  The Mobile Solution

  Feb 2005 - Jun 2009

  Oversaw corporate training division for the western region which encompasses 14 markets and 14 market sales trainers that are responsible for carrying out the mission and vision of the company, provide training on policies and procedures, sales training, management, and new hire training within each of their respective markets. Strategically visit two markets a month to evaluate and make recommendations to further advance the training initiative in each respective market by holding market trainings that would encompass the entire market (50 - 100+ people in each market) or leadership trainings specifically devoted to the management and upper management teams.Responsible for hiring and managing 14 market trainers – focusing specifically on their classroom training skills, leadership ability out in the work field, and development to help promote them to the next level of their careers. Developed, monitored, and maintained “TMS Online Assessments” the corporate assessment tool for all 2700 employees nationwide. I then analyzed the data, pinpoint trends and areas of opportunity, which then lead to creating sales trainings to address areas of concern. Create saled, leadership, and motivational presentations that were market specific to help advance the markets sales and developmental process.• (NST) – Lead National Sales Trainer/Project Manager on the “T-Chart Sales Project” – a mandatory sales tool used nationwide by all locations – (increased closure rate nationwide – Western Region – Consistently #1 region nationally) (Rolled out via ILT, VILT, OJT, T3) • (NST) – Lead NST/Project Manager - Developed, monitored, maintained virtual corporate knowledge assessments (LMS) for 2700 employees which increased sales rep product knowledge and increase Voice of the Customer Scores. (Rolled out via ILT, VILT, T3)• (NST) – Increased Bolt-On percentage to 176% to plan – July 08 (West Region $2652 Per door vs. goal $1500 per Door) Show less Played a critical role in transforming the Washington Sales Team into the number one market on the West Coast within six months after I became the Corporate Sales Trainer. This success was then captivated by achieving the number one market out of 40 markets in the nation consecutively the next 12 months.Responsible for the initial training of all new hires as well as on going training in the classroom and in the field. Completion and verification of new hire paperwork before it is sent to corporate. Meet regularly with regional management team to review training programCreated various power point training programs which were highly commended, and then used as a standard across the nation to help train other trainers and new hires.• (MT) – Set the company record for most activations per location in December ’05 647 acts per door (Estimated Rev - $1.6 million in the month of December) • (MT) – Assisted in the transformation of the Washington Sales team in to the number one market in the Western Region within six months as a Market Sales Trainer which was maintained for 15 consecutive months Show less

  • National Sales Trainer - West Coast Region

    Jan 2006 - Jun 2009

  • Corporate Sales Trainer

    Feb 2005 - May 2006
• 

  Flextronics RTS

  Aug 2009 - Mar 2010

  Territory Manager

  Flextronics – Retail Technical Services is the technical arm of the Verizon Wireless retail sales force. Primary point-of-contact and managerial presence in the technical service departments in multiple retail locations for Verizon Wireless. Promote a selling environment that provides customers with service excellence, focused on increasing data revenue, accessory sales, and NPS scores. Conduct regular team meetings with associates, store managers, and district managers to evaluate, analyze and resolve issues and partner with Verizon Wireless management on issues as needed. Hired and managed 14 technicians within the Seattle metro area. Left Flextronics due to Western Region Account downsizing and removing all Flextronics employees from the Verizon Wireless Locations.• Moved assigned territory from 23rd in power rankings to 12th within the first 90 days of being on the floor/field.• 5 techs with 5 or more perfect 10s (NPS score) in the past 90 days (Tied for 1st with most techs with perfect 10s for the Pacific Northwest North Region)• Created strong working relationships with the Verizon Wireless store and district managers by consistent weekly store visitations, coaching of technicians with manager led trainings, best 45 practice, and weekly evaluation Show less

• 

  Verticalmove, Inc.

  Mar 2010 - May 2011

  Technical Head Hunter and Account Manager

  Verticalmove, Inc. is a highly respected Headhunting and Recruitment Process Outsourcing (RPO) service provider that is focused upon building human capital and intellectual assets for Fortune 1000 and emerging growth companies worldwide.Recruiting for multiple high tech positions from Individual Contributor level (Software Engineers, SDETs, QA Engineers, System Administrators, iPhone/Android Developers) to Director/Management Level (Lead QA, Architect, Director of QA) Roles. Sourcing passive candidates through multiple advanced search techniques including professional and social networking sites, cold calling, databases, forums, fan pages, meet-up sites, candidate referrals, Boolean Search Strings, in-person networking events, and major job boards. Manage full cycle recruiting process from first contact to offer acceptance. Full desk responsibility – recruiting and account management (partnering with hiring managers to create a strong pipeline of candidates to choose between for their roles) for Seattle WA and The Bay Area. • First Placement within 30 days of Start• Established Account Manager Status within first 30 days – Acquired New Account – Federated Media San Francisco CA• Maintained consistent placement pattern – with 10 offers and 10 candidates within the past 11 months (brought In over $200k in revenue for the company)• Managed 4 accounts (Z2live, Wild Tangent, Skytap, Federated Media) – I have made placements and received multiple offers from each account. Show less

• 

  T-Mobile

  May 2011 - Mar 2015

  Operational responsibility for $3B Area which encompasses Washington, Oregon, Hawaii, Northern California, Idaho, Nevada, Wyoming, Montana, Utah, ColoradoAccountable for ensuring that there is daily operational excellence throughout the area in all business channels. I develop and oversee operational processes and effectiveness which will result in increased sales and business growth. Work directly with and create cross functional teams to create an operational excellence business plan that delivers world-class methods, process and customer service objectives. I manage daily operational strategies and activities as directed by market needs and provide real time leadership for all goals and opportunities which contribute to the profitability of the entire Northwest Area. Interpret operational policy and procedures to enhance sales and profitability within the Northwest AreaWork as liaison between the regional and national teams to ensure consistency which best represents the T-Mobile message. Create ways to identify for best in class operational effectiveness which can quickly be implemented to drive business results.Worked with Vendors and partners to create sales contest and incentives across multiple areas, districts, time zones.Created Vendor focused trainings to enhance sales knowledge of our retail and B2B sales teams. Provide guidance in sales reporting and ability to quickly react to market trends.* - 2013 Annual Winner's Circle Winner* - 2013 Q3 Winner's Circle AchieverEach year, the top 200 performers company-wide are honored with an all expense travel award. Being a part of this exclusive group is a top honor earned by commitment, excellent performance, dedication to living the T-Mobile Values and delivering award-winning service. The winners of this award have consistently driven positive results in an often demanding environment and risen to the challenge at every turn. These winners have proven they really are the best of the best. Show less Built strategic partnerships with all sales leaders and frontline employees by working collaboratively to identify training and performance improvement needs. Ability to analyze key business metrics and take a proactive role in providing immediate training solutions which would result in a positive impact on metrics within the Pacific Northwest Region. Provide training completion reports and partner with market leaders to drive completion rates. Responsible for coaching developing leading motivating, modeling training and scheduling. Resource to sales channels for other training groups delivering new hire, product and services, sales, soft skills training and continuing education. Work with multiple channels – Retail, RPS, B2B. Demonstrate best practices and provide coaching conversations to include positive reinforcement and skills drills with Sales managers and front line employees from over eight districts and 100+ corporate and dealer owned locations.Facilitate effective trainings which incorporates traditional instructor led trainings (ILT), Co Facilitation, Virtual Instructor Training (VILT), and on the job training. Deliver training content via Train the Trainer to sales managers and front line employees to help support and enhance their knowledge base and ability to sell T-Mobile products and services. Represent training as a SME on key projects and initiatives that provide substantial impact to the business.• Played an instrumental role in the development, creation, and roll out of the Pacific Northwest Sales Methodology G.E.A.R.S.• Create and build specific adhoc reports for multiple channels within the Pacific Northwest Region – including Retail, RPS, and B2B. Reports included training completion, sales/feature tracking, status reporting, and contest tracking reports.• Hand selected by the VPGM to be a T-Mobile Community PNW Webmaster – accessible to over 900+ employees for all channels Show less

  • Area Field Sales Operations Manager - Northwest Area - WA, OR, HI, NorCal, NV, ID, WY, MT, UT, CO

    Jul 2012 - Mar 2015

  • Regional Sales Trainer II - Pacific Northwest Region - WA, OR, HI

    May 2011 - Jul 2012
• 

  MobileOne LLC

  Mar 2015 - May 2018

  Director of Training and Operations

  Key role on the Executive Team directing the field sales teams toward strategic goals & operational efficiency to meet revenue, operational and strategic targets. I oversee 2 of the 4 pillars in our organization (Training and Operations). Provide counsel to the Senior Sales Leadership team to identify opportunities for new sales, operational, & training processes to increase revenue while enhancing & maximizing customer experience. Decision maker to select & manage technology for the different sales, operations, & training processes.Hire, manage, develop, & lead a team of sales operations professionals:* 1 - Senior Manager of Training* 6 - Market Trainers* 2 - Virtual Trainers* 1 - Loss Prevention Manager* 9 - Quality Control ManagersTraining Organization:Reviewed & Revamped Training programIntegrated Large Scale Mandatory T-Mobile Training Process (moving from 2 day in class training to a 2 week virtual program)Designed, implemented, & rolled out Sales Management Trainings – Assistant Manager, Store Manager, Sr. Store Manager TrainingDesigned, implemented, & rolled out Regional Manager Training, District Manager TrainingHired & Expanded Training Department Hired/Manage Sr. Training ManagerHired 2 Virtual Market TrainersHired 6 additional Market TrainersOperations Organization:Built & Hired the Operations Department Created the Quality Control Manager Position Facilitate & oversee successful implementation and adoption of fundamental operational processes within the field organization.Design, implement, & roll out of new processes within the field sales organizationsComprehensive analysis of the different markets sales metrics, forecasting and budgeting processesIdentify areas for cost savings, promotional launch speed to market, risks and report progress compared to other T-Mobile Partners and Corp Retail. Recent Award:MobileOne - Employee of the Year 2017 Show less

• 

  T-Mobile

  May 2018 - now

  Over 360+ Offers Launched in 2023 (410+ SOC codes) Built. G05G - Increased MRC - Help Bridge the Revenue Gap for 2023. Magenta Complete (Streaming conversions - Almost 400 new rate plans and several hundred feature codes to migrate Sprint Customers to T-Mobile) Delivered last streaming migration customer before the end of November 2023 - ahead of scheduleLaunched approximately 511 promotions for 2023 Such as New Apple 15 Promos, Samsung Flagship, and Foldable PromotionsLaunched over 30 devices in 2023 including the Apple iPhone 15 launch that saw a 3% increase over last year along with total iPhone sales (all versions) 19% increase over the previous yearOEMs to start creating TFB Focused training across device launches specific to TFB Verticals Show less • Leads a high performing team responsible for backend business sales support and operations including Project Management, Channel Management, Program Management Special Initiatives and Strategies• Responsible for acting as a liaison between Business Sales and HQ internal teams (ETS, Sales Ops, Business Ops)• Provide dedicated operational support to meet and exceed the unique needs of the T-Mobile Business Group• Sales Motions Team Validations Partner Pain Points / TFB API Exchange Project Projected $550M Rev Show less - Manage a team of Sr. Customer Experience Managers/Customer Experience Managers/Sr. Analysts who are Retail SME to determine the impacts to Frontline Facing Teams. - Identify and remove any roadblocks or opportunities to obtain smooth readiness launch with the Frontline Sales Organizations- Handsets, Offers, Promotions/Plus- Device promotions, rebates, one-time or monthly bill credits and gift card promotions- Limited-time promotions- Non-system enhancing process that provides enterprise-level visibility of handsets, offers, and promotions- Present executive summaries to Senior Level Leaders, while also summarizing tactical details to field sales leaders- Recognized by winning Winners Circle Q3 2020- Managed and developed a 2020 Winner's Circle Annual Achiever Show less - Managed a team of Instructional Designers who create, modify and enhance a diverse array of courses for the purpose of improving the organization – while coaching and developing the team to perform at high levels- Managed and maintained curriculum paths supporting GTM within T-Mobile primarily with a frontline employee focus- Ensured all training met and supported T-Mobile’s Retail Go-To-Market initiatives and measurements- Team created training for all Flagship devices, new rate plans, network 5G trainings, and Uncarrier Moves Show less The Sr. CEM plays an integral role in the development and maintenance of exciting wireless products, services, and programs for all Sales and Care channels. This role is ultimately responsible for all planning and preparation for any change that impacts the customer. Sr. CEMs owns the front-line readiness of all projects and initiatives. They work cross-functionally with senior level business owners to ensure alignment on design execution prior and during requirements, readiness plans during pre-launch, flawless implementation takes place during launch, and all post launch issues are resolved. The Sr. CEM is the key role responsible for advocating on behalf of the customer and ensuring a front-line employee experience exists to support the customer. Selected Achievements• Aided in the successful launch of the first three Layer 3 TV markets (Chicago, Dallas, DC)• Selected to Stand Up and Pilot the Layer3 TV Champion program across all markets• 9 Appreciation Zone Recommendations, 3 Winner’s Circle Nominations, 1 Peak Nomination (within 7 months of employment)• Built strong interconnected relationships with business partners across the enterprise. Show less

  • Senior Manager, Frontline Readiness - Learning Experience - T-Mobile For Business

    May 2024 - now

  • Senior Manager, TFB Innovation & Experience - Offers, Promotions, Devices and Escalations

    Aug 2023 - May 2024

  • Senior Manager, TFB Innovation & Experience - Promotions and Devices

    Oct 2022 - Aug 2023

  • Sr. Manager, Business Sales Operations - Partner Solutions Core Ops - T-Mobile For Business

    Jul 2021 - Oct 2022

  • Manager, Sales Operations - Promotions | Frontline Readiness | Branded Retail

    Feb 2020 - Jul 2021

  • Manager, Sales Operations - GTM Sales Training

    Apr 2019 - Feb 2020

  • Senior Customer Experience Manager - Go to Market Strategy

    May 2018 - Apr 2019