PHONE: 864.304.5542

EMAIL: eric@ericboettner.com

Summary

Innovative Retail and Call Center Sales Operations Manager with proven leadership in sales execution, program management, and employee communications. Proven ability to simplify complex concepts through significant experience in developing and managing communications. Laser focused on identifying bottlenecks and improving sales execution. Diligent data analyst highly skilled in MS Excel and SharePoint with a track record of analyzing business intelligence empowering Leaders to make insightful decisions. Excels in fast paced, evolving environments that demand a proactive, take-charge attitude. Drives change through building strong relationships with direct reports, stakeholders, and cross-functional teams. Extensive interaction with Executives has cultivated strong communication and public speaking skills.


Please visit my LinkedIn page to see more information about my work history, job accomplishments, recomendations, and more.


Experience

  • 2017 - Present

    Sales Program Execution Lead
    AT&T Sales Centers Atlanta, GA

  • 2015 - 2017

    Sales Communications Manager
    AT&T Sales Centers Atlanta, GA

  • 2015- 2015

    Sales Program Execution Lead
    AT&T Sales Centers Atlanta, GA

  • 2013 - 2015

    Regional Compensation Analyst
    AT&T Retail Operations Atlanta, GA

  • 2010 - 2013

    Assistant Manager - Team Lead
    AT&T Retail Greenville, SC

  • 2005 - 2008

    NASCAR Promotions and Events Manager
    Rockwell Automation Greenville, SC

Highlights

  • Sales Operations
    • Analyzes Voice of the Customer (VOC) survey results and diagnostic survey data including JD Power to provide and implement improvement recommendations across 140+ centers and 26k+ agents. Leading 10.3% YoY improvement in Voice of the Customer survey results for U-verse centers in 2018.

  • Field Support
    • Gathers, interprets, and evaluates Customer Experience performance data and trends. Launched reporting SharePoint and provides in-depth analyses for field to track performance & analyze results.

  • Data Analytics
    • Develops innovative and creative solutions while providing factual and actionable insights to support improving the Customer Experience, delivering best-in-class service across multiple channels. Provides guidance to leadership on recommendations for field execution.

  • Actionable Intelligence
    • Provided Executives with analytics and decision-support tools including Weekly Scorecards, Operational Review Decks and other reporting needs to enhance management’s decision-making.

  • Project Management
    • Develops strategies and programs targeted to drive best-in-class Customer Experience (CX) results in AT&T owned and operated call centers and external strategic partners. Oversees alignment and coordination with cross-functional partners to identify and implement performance improvement and training opportunities.

  • Dashboard Creation
    • Invented Sales Compensation KPI Dashboard for Leadership to track attainment and visualize trends of compensation payouts and attainments across the Southeast Region.
  • Employee Communications
    • Owned strategic internal communications for over 26k call center agents including strategy, design, development, and execution. Drove core messaging across 140+ call centers worldwide that promoted awareness, engagement, and understanding of business objectives, sales campaigns, product launches, and strategic priorities.

  • Executive Communications
    • Created, lead, and managed, from conception to completion, communications for senior leadership including organizational announcements, video scripts, presentations, and live webcast town halls.

  • Sales Compensation
    • Evaluated and oversaw sales compensation for over 12k employees across 650+ retail stores. Performed complex quantitative analysis to develop reporting. Made actionable recommendations to leadership on effectiveness. Managed plan administration, auditing and issue resolution for accurate payouts.

  • Process Improvement
    • Identified need for and implemented innovative process for employees to submit compensation issues reducing the number of days needed for resolution and increasing payout accuracy.

  • Marketing & Public Relations
    • Managed print & online marketing and public relations campaigns. Performed at-track public relations management, coordinating with national media outlets including FOX Sports and ESPN. Increased national marketing exposure from $10.7 Million to over $15 Million.

  • Event Planning
    • Planned and executed over 115 on and off track Special Events hosting up to 400 guests each. Responsible for all aspects including planning, vendor negotiations, budgets, and execution.

Education

  • Clemson University
    Business Management Degree

    2001 - 2005

  • Six Sigma Green Belt
    Certification

    2014

  • AT&T Retail Management Development
    Graduate

    2012

Section #1 — Résumé

RECOMMENDATIONS

  • Darrel Fontenot, Sales Program Execution Manager - Digital Experience | AT&T


    "I recently had the pleasure of managing Eric for about a year. I honestly could not say enough great things about his work ethic and the level of commitment he brought to the Sales Compensation Analyst position. His background in Retail Management helped him quickly adapt to the role, and it was not long before he was working on creative and innovative ways to improve processes, training materials, and general field support. He has an excellent talent of being creative with PowerPoint and produce materials which are easy to follow and highly professional. The market leadership which he supported was extremely satisfied with his level of support and commitment to making them successful. Yet the most important attribute Eric posses is his attitude. A role in compensation support can often get hectic and challenging, yet Eric always maintained a positive attitude and provided thorough analysis and support to the field. I would recommend Eric for positions in marketing, compensation, and any general project management position (supervisory and non-supervisory). I believe he would make a great asset to any organization."


  • Joe North, Vice President of Sales and Marketing | Spectrum Controls


    "We worked with Eric for several years on our NASCAR Sponsorship program. The value that he helped create for us with our Customers was one of the keys to a very successful program. His work ethic, integrity and attention to detail were all critical to us in making the "at track" experience for us and most importantly our customers, clearly one of the most impressive in NASCAR. He was able to listen to our needs and goals with each set of customers and transform them into experiences that were unique experiences that allowed for a casual environment while building and enhancing business relationships. I highly reccomend Eric. If you are looking for the special kind of person that is the special blend of someone who can methodically plan as well as think on his feet, he is the person that you are looking for."


  • Michele Cauley, Director Marketing Communications | Rockwell Automation


    "Eric is an extremely flexible individual who effortlessly performs details such as department budget balancing, while at the same time, excels at building relationships with clients and peers. His dedication, strong work ethic, and high level of productivity made him a very valuable employee for Rockwell Automation. Eric would be an asset to any employer looking for a high performance employee who is not afraid of taking on new challenges and tasks."


  • Lisa Gabrish, Creative Manager | Cary Francis Group, Inc.


    "Working with Eric was a professional breath of fresh air. He was very organized and forth right with his requests. Being that I worked with him in creating the Rockwell Automation Race Car promotions for 2007. The creative solution we developed and that traveled from race to race took lots of time and extreme organizational skill to orchestrate and He handled it with ease. "


  • John Stillwell, eBusiness Marketing & Training Mgr | Rockwell Automation


    "Eric is one of the most organized and thorough people I have ever worked with. He treats co-workers and customers alike with respect, and went above and beyond what was required to get a job done. He is dependable, and posesses high character in the way he conducts himself inside and outside the work environment. I wholeheartedly endorse Eric as a co-worker and prospective employee."


  • Napoleon Melton, Jr., Retail Sales Consultant | AT&T


    "Eric is the type of employee that any company would be thrilled to have. He is dependable, ethical, and trustworthy. He makes sensible business decisions. Eric was such a leader for the AT&T Mobility store that we worked at. I was so impressed with his leadership and character. His superb work allowed him to move up to a managerial position. Eric's work as a Sales Support Representative was instrumental to me moving from a Sales Representative position to a Sales Support Representative position within AT&T Mobility, as it aligned more with my talents and character. He showed me that it takes a great deal of attention, patience with customers, and confidence in making executive decisions in the best interests of all parties in order to run an effective retail store operation."

Section #2 — Recommendations

My Experience

  • SALES PROGRAM EXECUTION LEAD | AT&T | JUL 2017 – PRESENT


    Develops strategies and programs targeted to drive best-in-class Customer Experience (CX) results in AT&T owned and operated call centers and external strategic partners. Oversees alignment and coordination with cross-functional partners to identify and implement performance improvement and training opportunities. Provides guidance to leadership on recommendations for field execution.
    KEY ACCOMPLISHMENTS:
    • Analyzes Voice of the Customer (VOC) survey results and diagnostic survey data including JD Power to provide and implement improvement recommendations across 140+ centers and 26k+ agents.
    • Leading 10.3% YoY improvement in Voice of the Customer survey results for U-verse centers in 2018.
    • Gathers, interprets, and evaluates Customer Experience performance data and trends. Launched reporting SharePoint and provides in-depth analyses for field to track performance & analyze results.
    • Develops innovative and creative solutions while providing factual and actionable insights to support improving the Customer Experience, delivering best-in-class service across multiple channels.
    • Spearheading a $60M reduction in Credits and Activations for the 2018 fiscal year.


  • SALES COMMUNICATIONS MANAGER | AT&T | OCT 2015 – JUL 2017


    Owned strategic internal communications for over 26k call center agents including strategy, design, development, and execution. Implemented campaigns across different lines of business designed to educate agents and reinforce strategic messaging. Provided guidance to senior leaders to translate mission, vision, and business objectives into stories agents can understand.
    KEY ACCOMPLISHMENTS:
    • Drove core messaging across 140+ call centers worldwide that promoted awareness, engagement, and understanding of business objectives, sales campaigns, product launches, and strategic priorities.
    • Established creative communication initiatives including intranet, e-mail, video, webcasts, and social media to ensure alignment and increase sales execution and employee engagement.
    • Created, lead, and managed, from conception to completion, communications for senior leadership including organizational announcements, video scripts, presentations, and live webcast town halls.
    • Launched Intranet site and Twitter platform and grew followers to over 9k within the first year.


  • SALES PROGRAM EXECUTION LEAD | AT&T | MAR 2015 – OCT 2015


    As member of Chief of Staff Team for Vice President - Sales, developed and implemented sales processes and operational changes to enhance sales channel and overall company performance.
    KEY ACCOMPLISHMENTS:
    • Provided Executives with analytics and decision-support tools including Weekly Scorecards, Operational Review Decks and other reporting needs to enhance management’s decision-making.


  • REGIONAL COMPENSATION ANALYST | AT&T | OCT 2013 – MAR 2015


    Evaluated and oversaw sales compensation for over 12k employees across 650+ retail stores. Performed complex quantitative analysis to develop reporting. Made actionable recommendations to leadership on effectiveness. Managed plan administration, auditing and issue resolution for accurate payouts.
    KEY ACCOMPLISHMENTS:
    • Redesigned and led extensive training and communications programs for the Southeast Region.
    • Recognized for being able to simplify complex topics and trainings into easy to understand, actionable messages for Retail sellers and Region leadership.
    • Identified need for and implemented innovative process for employees to submit compensation issues reducing the number of days needed for resolution and increasing payout accuracy.
    • Invented Sales Compensation KPI Dashboard for Leadership to track attainment and visualize trends of compensation payouts and attainments across the Southeast Region.


  • ASSISTANT STORE MANAGER – TEAM LEAD | AT&T | OCT 2010 – OCT 2013


    Developed and led a group of 25 retail employees at a store with more than $15 million in annual revenue, to exceed sales and operational targets. Supervised operations and personnel to include merchandising, scheduling, hiring, and coaching to deliver on ambitious sales goals, profitability indexes, and operation targets. Drove sales and influenced team by daily feedback, training, and coaching.
    KEY ACCOMPLISHMENTS:
    • Orchestrated initiative to improve operation excellence including inventory control, scoring location’s highest and only passing score (96 out of 100) on the annual AT&T Retail Operational Audit.
    • Mentored and promoted 3 Retail Sales Representatives to Assistant Store Manager.


  • SALES SUPPORT REPRESENTATIVE | AT&T | NOV 2008 – OCT 2010


    Responsible for all aspects of store operations including merchandising, inventory, and audit compliance.


  • NASCAR PROMOTIONS & EVENTS MGR | ROCKWELL AUTOMATION | MAY 2005 – DEC 2007


    Activated and executed strategic marketing program to maximize ROI of $6 Million Joe Gibbs Racing Sponsorship. Hands-on management of all aspects of Rockwell Automation’s NASCAR sponsorship. Planned and implemented marketing campaigns and special events to promote and enhance brand. KEY ACCOMPLISHMENTS:
    • Generated revenue and drove growth by creating custom sponsorship programs. Increased sales by over 25% each year to end with over $1.4 Million in sales while reducing net operating expenses.
    • Managed print & online marketing and public relations campaigns. Performed at-track public relations management, coordinating with national media outlets including FOX Sports and ESPN.
    • Increased national marketing exposure from $10.7 Million to over $15 Million.
    • Developed marketing strategies and programs to activate and promote racing sponsorship while maximizing exposure and maintaining company’s brand standards.
    • Planned and executed over 115 on and off track Special Events hosting up to 400 guests each. Responsible for all aspects including planning, vendor negotiations, budgets, and execution.

Section #3 — Experience

Contact

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Section #4 — Contact Page

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