An Nguyen Ohnesorge

About An Nguyen Ohnesorge

Career Highlights • Spearheaded the development of a Quality Assurance program that audits the Inbound Phone team call quality and created standardization which provided call structure for all of North America Inbound Phone Advisor, which led to a decrease in repeat callers QoQ. • Founded TA Communications LLC, a T-Mobile authorized Dealer, in 2018, maintained a profitable business for all 2.5 years of operation, and achieved 4.7 stars rating on Google with 300+ reviews.• Coordinated and contributed to opening multiple new locations 8 T-Mobile TPR, 5 MyWireless AT & T, and 10 Samsung Experiences. • Promoted 2 times within first the 11 months at Tesla. Promoted within 6 months from a low volume store (The Woodlands) to the highest volume location at Tesla (Houston Galleria), 5 months after I was promoted to the Southwest Territory team supporting 5 states (AZ, CO, NM, TX, UT). • 10+ years of Retail Management. Well-versed in all aspects of retail sales and operations, including tracking and analyzing sales and customer trends, building talented and valuable team members by creating a personalized development plan during coaching, performance review, and maintaining high team morale and loyalty.

Experience

1. Operations Manager

   Tesla

   Nov 2020 — Present

   Customer Experience Manager Nov 2020 - Nov 2023 • Responsible for management and motivation of 20-25 direct reports including auditing, coaching, feedback, disciplinary issues, customer escalation, phone statistics reporting, quarterly evaluation, and staffing decisions. • Succeeded in decreasing inbound call volume by 25% within three quarters by focusing on the quality of the phone call by using QA reporting and creating in-call structure and the quality of notes after the phone conversation. • Created, developed, collaborated, and implemented new training for new hires, continuous training, and new policy and process training with the Southwest Territory team, local leadership team, and advisors.

Education

• University of Houston

  Communication

  2010

• Houston City College

  Associated Degree in Liberal Arts, Liberal Arts

• UHD Marilyn Davies College of Business

  Bachelor of Arts (B.A.), Communication

  2012

Skills

• Telecommunications
• Leadership
• Employee Training
• Project Planning
• Inventory Management
• Coaching
• Account Management
• Sales Presentations
• Direct Sales
• Merchandising
• Social Networking
• Social Media Marketing
• Time Management
• Retail
• Wireless
• Store Management
• Public Speaking
• Sales Management
• Team Building
• Management
• Strategic Planning
• Advertising
• Microsoft Excel
• Marketing Strategy
• Event Planning
• Marketing
• Cold Calling
• Visual Merchandising
• Customer Service
• Training
• Customer Satisfaction
• Hiring
• Promotions
• Microsoft Office
• Sales
• Teamwork