Mandy Labra, LSSGB, CSM

Experience

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  Sprint

  Jul 2011 - Oct 2018

  · Analyzed and interpreted retail store trends to facilitate a plan to increase sales. · Conducted performance reviews and facilitated training and development of staff members to maintain customer satisfaction.· Proposed cost-efficient methods, balanced schedules, and improved performance through strategic workforce management. · Assessed market competition by comparing the company’s product to competitors’ products. · Interacted with clients and executed same day problem resolution. Improved relations with existing and prospective customers. Show less · Developed monthly and quarterly sales events and outside sales event opportunities for our customers, revenue increased in the first quarter.· Implemented professionalism, integrity and respect for others creating an environment that positions Sprint as an employer of choice.· Analyzed and presented reports of store operational successes and failures to higher management teams. · Managed all inventory received and shipped out, ensured pricing was accurate. · Formulated a collaborative, team environment where all associates were held accountable and proud to uphold the same standards, policies, and procedures. Show less Member of the National Lead Technician Council; participated in biweekly calls with the council tocollaborate and create new policies and procedures for the company.● Responsible for training and holding 5 person tech team accountable for all service and repair goals.● Maintained efficiency in all metrics related to the service bench such as customer experience, accessory sales,device exchange rate, device triage rate, and overall ticket resolution for myself and team.● Assisted in issue resolution when escalations arose within my department.● Addressed any performance or behavioral issues as needed with technician team members.● Utilize front facing sales knowledge to step in if needed on the sales floor to uphold overall customerexperience. Show less · Diagnosed and repaired cell phone software and hardware issues in store. On average assisting 10-15 customers per day.· Met and exceeded key performance objectives that include service and repair metrics, sales, and customer satisfaction goals.· Monitored inventory levels and merchandising product on the sales floor, added and removed products as needed. · Cultivated relationships with customers to assist in customer retention and sales. · Examined all return devices and determined which parts were able to be used as refurbished parts and then harvest the refurbished parts and enter them into store use inventory. Show less · Delivered total sales solutions to the customer regarding wireless needs by explaining devices, accessories, and service plans, protecting their investment, and saving money. · Completed courses and curriculum to comply with all operational policies and procedures to ensure solutions are made for the customer. · Discussed issues and concerns in person with customers, implementing real time solutions to bring customer satisfaction and retention· Promoted, sold, secured order form existing and prospective customers through a relationship-based approach. Show less

  • Store Manager

    Feb 2018 - Oct 2018

  • Assistant Store Manager

    Dec 2014 - Feb 2018

  • Lead Technical Consultant

    Apr 2014 - Dec 2014

  • Technical Consultant

    Nov 2013 - Apr 2014

  • Retail Consultant

    Jul 2011 - Nov 2013
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  Simpson Real Estate Group at COMPASS

  Oct 2018 - Dec 2019

  Operations Manager

  Managed a top real estate team, monitoring operations, listings, contact to close, client care & all email inboxes.· Created team Operations Manual of over 70 processes from the ground up to establish a baseline of functionality to allow the business to grow.· After reviewing current processes & lack of sales monitoring, created an interactive Google Sheet to track lead generation vs sales in order to track progress & sales growth. Created, trained & implemented this new technology to determine how many leads were needed on average to close a sale.· Team was able to increase from $18 Million in production at date of hire to projected $30 Million in production.· Provided reports both weekly & monthly to senior management on developments, new stores secured or in pipeline, rental terms improved & market analysis.· Responded to and resolve all customers issues & concerns in a timely manner, increasing client service satisfaction by gaining positive reviews & repeat, referral business.· Facilitated in the recruitment and training for potential new agents & team members.· Developed media planning & marketing content by employing Canva.com & other media tools for email, social media & website use.· Collaborated with real estate buyers & sellers to maximize profit while instilling company standards. · Arranged & accompanied buyer property visits to & inspections of property, advising on the suitability & value of the homes.· Managed all rental properties that the team received including generating rental agreements, marketing, coordinating photos, screening applicants & scheduling move in/out walk throughs with clients & tenants.· Coordinated annual Client Appreciation event for 200 clients & their families at Atlanta Braves Stadium.· Managed team billing, subscriptions & office management.· Assisted with the creation of the company’s 501(c)(3) charitable organization Join the Flock, who was featured on Ellen’s Greatest Night of Giveaways 12/11/2019. Show less

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  Sprint

  Feb 2020 - Aug 2020

  Project Manager II

  Analyzed and presented reports and tools for targeted communications (at the highest leadership, field, district and individual levels ) for all retail locations nationwide. Based on analysis presented and developed policy improvements, new training and/or enhancements to the process or training to improve overall customer retention.· Improved Zero Usage report for the field to assess goals on the team. o After running correlations on several metrics, identified and created a new lens to view the report to understand customer and employee behavior as a fraudulent activity or not doing a process correctly.o Developed trained and executed the creation and use of this new reporting from leadership to the field.· Delivered executive and field communication of key performance indicators (KPI’S) including trends, drivers and frontline behaviors impacting quality assurance.· Developed and presented compliance and fraud dashboards to field leadership as well as President of Retail Sales. Compiled, and executed resolutions with teams across the nation on both Corporately Owned and Indirect Dealer channels.· Worked with several other department teams and heads on different projects when compliance and data lens was needed.o Worked with several departments to manage projects during COVID-19 changes. Determine what changes needed to happen with reporting to adjust for those stores that were opening and closing as the locations changed daily.· Identified and reduced compliance risks and opportunities throughout the organization as well as increased compliance and decreased fraudulent activity across all face to face channels.· Maintained weekly operation compliance expectations, exceeded sales, and expectations across all metrics. Show less

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  Vanderlande

  Feb 2021 - now

  Service Contract Coordinator III

  Manage the effective and seamless transition of a Warehouse Automation Solution from the Installation Team to the Service Support Team. Enter and maintain the Service Support Contract and Warranty for newly installed sites as well as the renewals at currently active sites. Additionally support Spare Parts Team with backend Item Control Functionality and customer facing WebShop support.● Cross department coordination on a consistent and daily basis to ensure successful project hand over.● Coordinate and process the systemic setup and support of a Service Contract involving both Remote and Site Based Service Teams.● Present and communicate current site progress on a consistent basis from the highest level of leadership to the service team individuals.● Perform Contract Maintenance including, but not limited to; business unit start and end dates, equipment / service scope changes and manage site master data issues.● Monitor Site and Contract Data for accuracy using both the Oracle Based JD Edwards System and IBM DOS Maximo System.● Create and manage processes to effectively track all deliverables and KPIs necessary to support multiple customer sites.● Utilize various Lean Six-Sigma & SCRUM techniques to create and implement processes. Including documentation and creation of the Service Take Over Process for North America.● Developed and documented a Warranty and Returns RMA Process for North American Warehouse SpareParts Team.● Support a Spare Parts team with Inventory Item Control as far as part creation and pricing management within Oracle based system.● Support customers in the utilization of company Spare Parts WebShop online with user creation/support as well as problem solving issues, increasing digital ordering from 3% to 18% in 3 months.● Founding Co-Lead of the Women's Internal Network Employee Resource Group in North America. Show less