Professional Profile
My professional background, experience, skills, and achievements.
About Me
Dynamic customer-centric leader with 20 years of retail leadership and customer engagement experience. Proven track record of driving customer satisfaction, loyalty, and sales through strong team management and technical expertise.
Skilled in leveraging web-based applications and CRM systems to enhance service efficiency, with an 85 WPM typing speed enabling fast, accurate support. Adept at translating technical concepts into easy-to-understand terms and building lasting customer relationships.
Personal Interests
Emerging Technologies & Mobile Devices
Web Development & Digital Innovation
Customer Experience Optimization
Data Analytics & Performance Metrics
Team Leadership & Mentorship
Thought Leadership & Writing
Work Experience
Customer Engagement Representative
Consumer Cellular
Remote
Serve a predominantly senior demographic by providing empathetic, solutions-focused support and sales to ensure the best customer experiences.
- Consistently exceeded customer satisfaction goals, maintaining a 95%+ CSAT rating and a 90% first-call resolution rate on an average of 50+ daily inquiries.
- Resolved issues 20% faster than company average by efficiently navigating internal web apps and knowledge bases, improving overall response time and customer retention.
- Retained ~15 customers/month at risk of cancellation by providing tailored plan solutions and proactive follow-ups, contributing to a lower churn rate.
- Upsell and cross-sell appropriate services (e.g. device insurance, plan upgrades) in line with customer needs, averaging 10% above monthly add-on sales targets without compromising service quality.
Target Tech Manager
Target
Oklahoma City, United States
Oversaw daily operations of the mobile/electronics department and led a team of tech associates to meet and surpass revenue goals.
- Led a team of 8+ tech sales associates to exceed department sales targets for 6 consecutive years, achieving on average 115% of quarterly goals through coaching and data-driven sales strategies.
- Increased annual mobile & electronics revenue ~15% YoY by analyzing sales trends and implementing targeted promotions and product demos.
- Maintained a 4.8/5 average customer satisfaction score, the highest in the store, by instituting a consultative sales approach and rapid resolution of customer issues.
- Mentored and developed team members—three were promoted to management roles—by providing continuous training in product knowledge, customer engagement, and leadership skills.
- Developed a new-hire training program for Target Tech associates that reduced onboarding time by 30% and improved new employees' first-quarter sales performance by 20%.
- Partnered with corporate and vendors to host weekly "Tech Demo Days," boosting department foot traffic and increasing accessory attachment rates by 25% through hands-on customer engagement.
General Manager
AT&T
Oklahoma City, United States
Led store-wide performance in sales, staffing, and operations to drive record growth and customer loyalty.
- Exceeded sales quotas by an average of 15% each quarter, ranking in the top 10% of store managers in the region. Achieved record-high store revenue in 2016 through strategic sales contests and customer-focused selling.
- Led and coached a staff of 15 sales associates (plus 2 assistant managers), fostering a high-performance culture that resulted in improved productivity and morale.
- Improved customer retention 20% by implementing a proactive follow-up program—contacting customers post-purchase to ensure satisfaction and address needs—reducing churn and increasing add-on plan upgrades.
- Boosted the store's Net Promoter Score (NPS) from 75 to 90 by instituting monthly training on product knowledge and empathetic communication, directly enhancing customer loyalty and referral business.
- Reduced employee turnover by 25% by launching a mentorship initiative and clear career progression paths, leading to a more engaged and stable team.
- Maintained operational excellence, keeping inventory shrink under 1% (beating company average) through rigorous audit practices and staff awareness.
Expert
Apple
Oklahoma City, United States
Managed and coached a team of Apple Specialists, ensuring innovative retail experiences and thorough product demos.
- Ensured exceptional customer experiences, guiding customers through Apple's ecosystem (iPhone, iPad, Mac, services) which contributed to a 98% customer satisfaction rating and frequent positive customer feedback.
- Trained 20+ new Apple Specialists on cutting-edge product knowledge and consultative selling techniques, reducing onboarding time by 40% and accelerating their productivity.
- Drove accessory and service attachment rates up by 30%, promoting AppleCare and add-ons through needs-based recommendations—boosting overall store revenue and customer device value.
- Selected by store leadership to spearhead the pilot of the Personal Setup program, helping customers set up new devices one-on-one. This initiative improved customer onboarding experience and earned recognition for elevating store NPS scores.
Manager / Magazine Columnist
Best Buy Mobile
Oklahoma City, United States
Oversaw mobile phone sales operations, guiding a team in a high-volume environment to exceed sales targets.
- Supervised a team of ~10 mobile sales associates, consistently exceeding monthly phone activation and accessory sales targets (averaging 120% of goal) through motivational coaching and hands-on leadership.
- Increased annual mobile department revenue by 25% from 2010 to 2012 by introducing personalized customer consultation sessions and effective bundle deals (phone + plan + accessories).
- Launched in-store smartphone workshops (Mobile 101 sessions) to educate customers, driving a 15% boost in customer engagement and corresponding rise in accessory attachment rates.
- Collaborated with Best Buy corporate as a subject-matter expert, contributing articles to the company's internal blog and magazine on mobile technology trends and sales best practices. These thought leadership pieces helped improve sales techniques across the region.
Operations Specialist
United States Navy
Great Lakes, IL
Operated radar and communication systems, honing discipline, precision, and strong teamwork skills.
- Operated advanced radar and communication equipment with 100% accuracy during drills and real-world operations, ensuring mission-critical information was relayed promptly and correctly.
- Completed the Navy's Operations Specialist training program, graduating in the top 10% of the class and demonstrating strong technical aptitude.
- Developed exceptional teamwork and communication skills under pressure, adapting quickly to rapidly changing scenarios—foundation skills that later fueled effective leadership and crisis management in civilian roles.
Wireless Department Manager
Walmart
Shawnee, United States
Managed the Connection Center's wireless sales, training a small team in a high-traffic retail setting.
- Managed the wireless department's performance, achieving 150% of monthly new activation targets through proactive customer engagement and effective in-aisle promotions.
- Trained and mentored 5 junior associates on device features and sales techniques, resulting in a 20% increase in department sales and two associates promoted to lead roles.
- Earned recognition as the top wireless sales associate in the district for Q4 2007 by combining deep product knowledge with superior customer service and follow-through.
Recommendations From Former Co-Workers
"Ray is a hard worker. He communicates effectively and asks the right questions. He always has a grin or smile and stays positive. Ray is willing to pick up the slack when needed and contribute more than necessary to keep himself, his team, and his customers. He is a genuine benefit to any team he is a part of."
Mike Aguilar
Director, University of Oklahoma Esports
Worked with Raymond, but on different teams
"Ray has to be easily one of the most inspiring people I've come across in my time working with him. He's achieved so much in so little time but remains humble and always working for more. He's a valuable asset to our team and I can't express enough how grateful I am to know and work alongside such a talented individual."
Matthew Petermann
Growth Marketing Manager, App Store
Worked with Raymond on the same team
"Raymond has a drive to make sure every customer leaves with more than a product. He ensures that people's lives are improved with whichever product they came in for. He often stayed late to make sure every need was met and that customers understood their products. He is a very genuine guy and a talented web designer."
Jerod Lofton
Video Production at Golden Hills Community Church
Worked with Raymond on the same team
"Ray has proven to be an excellent influence on both coworkers and customers. He is driven to finding the best solution in all interactions. He knows how to balance peer relationships with leadership positions and carries his weight as a mentor very well. He leads by example and is a pleasure to work with."
Chelsea Banks
Artist and Civic Leader
Worked with Raymond, but on different teams
Skills & Expertise
Customer Success
Building lasting client relationships and trust
Outstanding support across all channels
Creating journeys for satisfaction and loyalty
Leadership
Mentoring and developing high-performing teams
Managing diverse teams effectively
Creating positive growth environments
Sales
Maximizing customer value and revenue
Managing retail processes efficiently
Optimizing product availability
Technical
Expertise with customer management systems
Microsoft Office and Google Workspace expert
Solving complex customer issues
Communication
Clear written and verbal communication
85+ WPM with high accuracy
Creating professional social presence
Process
Enhancing efficiency and workflows
Creating professional digital assets
SEO and content optimization
Key Achievements
Customer Satisfaction Improvement
Raised NPS from 75 to 90 at AT&T; sustained 95%+ CSAT at Consumer Cellular.
Sales Growth
Consistently exceeded sales targets by 15-25% year-over-year at Target Tech and AT&T.
Team Development
Mentored 50+ employees; created training programs reducing new hire ramp-up time by 30%.
Technical Initiatives
Built wikis at Apple; delivered mobile insights at Best Buy; mastered CRM systems and web apps.
Volunteering
Dorothy Day Food Delivery
The Dorothy Day Center
•Volunteered at The Dorothy Day Center, a Catholic hunger ministry.
•Delivered food to 400+ families in need.
•Supported the Community Garden initiative that was built as an Eagle Scout project in 2007.
Paul Walker Memorial Cruise
Reach Out WorldWide
•Organized a charity cruise in partnership with Reach Out Worldwide.
•Led an event with 1000+ participating vehicles.
•Raised over $5,000 to support disaster relief and humanitarian aid initiatives.
Want to learn more?
Download my full resume or get in touch to discuss opportunities.