Customer-Centric Creative
- Adaptability
- Adobe Creative Cloud
- Communication
- Critical Thinking
- Customer-Focused
- Customer Service
- Customer Experience (CX)
- Detailed
- Mobile Services (XME)
- Net Promoter Score (NPS)
- Organizing
- Problem-Solving
- Professional Etiquette
- Professional Integrity
- Punctuality
- Resilience
- Results-Oriented
- Self Motivation
- Social Media
- Teamwork
- Technical Knowledge
- Troubleshooting
- WordPress
- Workplace Organization
Through Authentic Brand Representation
NPS
Five Star CX Google Review
2025 Q1 
Performance Review
Performance ReviewQ1-2025 Accolades and Accomplishments:
Matt has had an outstanding start to 2025 and continues to shine as a valued member of the team. His positive attitude, strong work ethic, and professionalism are consistently impressive.
He has embraced the RSA role with great enthusiasm, showing a true passion for learning and growth.
His strong organizational skills and eagerness to contribute have made a meaningful impact.
Matt’s ability to adapt quickly and his dedication to developing in his role have been exceptional.
He stands out as one of the top TNPS-ranked associates in the store, a reflection of his excellent customer service and the strong connections he builds with every guest. Matt’s performance and presence elevate the team, and we’re excited for everything he will continue to accomplish in the months ahead.
Q1-Behavior and Performance Opportunities:
Matt has shown great self-awareness and commitment to personal growth, particularly in how he handles challenging customer interactions. He is actively working on improving his patience with upset or frustrated customers, and his progress in this area has been noticeable.
He has grown in his ability to remain composed during difficult situations, showing a more measured response and maintaining professionalism under pressure. Continuing to develop emotional resilience and de-escalation techniques will further strengthen his already solid customer service skills and enhance his confidence in high-stress moments.
Matt’s willingness to improve and his openness to feedback reflects a strong growth mindset, and with ongoing support and experience, he is well on his way to mastering this aspect of the role.
30-60-90 Day Plan
Retail Sales Consultant • AT&T • South Point, OH.
First 30 Days: Foundation & Familiarization
Goal: Rapid onboarding and adaptation to AT&T’s culture, tools, and customer engagement standards.
- Complete AT&T’s 3–4 week onboarding and training program.
- Quickly learn AT&T’s device portfolio, wireless plans, internet packages, and promotions.
- Shadow experienced consultants to understand the AT&T customer journey.
- Leverage prior knowledge in telecommunications to contribute early in team discussions and client solutions.
- Begin customer interactions with support, focusing on needs analysis and matching services.
- Build rapport with team and leadership; establish early credibility.
- Set personal benchmarks and performance goals aligned with store expectations.
Day 31–60: Application & Momentum
Goal: Operate independently on the sales floor while applying strategic selling techniques and building customer loyalty.
- Independently manage sales consultations with a high standard of service and professionalism.
- Apply experience from Xfinity to exceed early sales metrics and refine upsell strategies.
- Actively participate in team huddles and performance reviews; request feedback for improvement.
- Begin assisting teammates with tips or system support, showcasing collaborative spirit.
- Track personal progress: sales conversions, attach rates, and customer satisfaction scores.
- Deepen product knowledge in business services, accessories, and device financing options.
- Initiate outbound follow-ups and upgrade opportunities.
Day 61–90: Leadership & Optimization
Goal: Solidify role as a high-performing, customer-first consultant and emerging team contributor.
- Regularly exceed store targets for revenue, accessories, and service add-ons.
- Demonstrate consistent top-tier Net Promoter Score (NPS) performance through personalized service.
- Mentor new hires by sharing onboarding advice and sales tips from your ramped-up training path.
- Offer strategic feedback to leadership on customer experience improvements.
- Participate in community outreach or store-driven promotional events.
- Build a foundation for long-term success and career development within AT&T.
Day 90 & Beyond: Mastery & Community Impact
Goal: Evolve into a core team member, recognized for performance, leadership, and brand advocacy.
- Fully certified in all applicable AT&T learning modules, with ongoing commitment to continuous education.
- Integrated into the store team as a dependable, proactive contributor to both sales and culture.
- Maintain a consistent track record of top sales performance, customer satisfaction, and solution-based consultations.
- Recognized as a top NPS earner through exceptional service and follow-through.
- Actively engaged in the local community through one or more successful event initiatives, furthering AT&T’s brand presence.
- Serve as a go-to resource for training, system troubleshooting, or cross-functional product knowledge.
- Explore leadership development programs or next-step growth opportunities within the company.
RESUME
Thank You
Hiring Manager
Blue Link Wireless | AT&T
294 Co Rd 120 Unit A8, South Point, OH 45680
Dear Tami Tiller,
I am formally writing to express my interest in the open Retail Sales Consultant (RSC) position in South Point OH. Currently, I serve as a Retail Store Associate (RSA) in St. Augustine, FL, and with recent family developments, I am seeking a transfer that allows me to return home to the foothills of Appalachia while continuing my professional journey with an AT&T authorized partner.
On April 17, my mother passed away, and my 92-year-old father—my hero—now needs my support. Relocating back to the Tri-State area will allow me to assist him while remaining a dedicated and productive member within the telecommunication family. I view this not only as a personal homecoming, but as an opportunity to deepen my knowledge as a Blue Link -AT&T branded ambassador and reconnect with the community where my roots run deep.
Since leaving South Point in 1992 after marrying my wife, our journey has taken us through Texas, the Carolinas, Arizona, and most recently to the nation’s oldest city, St. Augustine, Florida. Despite the miles, South Point and the Tri-State region have always been “home,” and I have always proudly carried that identity with me.
The Rust Belt raised me, and my travels across the country—through various cultural and professional landscapes—have shaped who I am today: a meticulous, organized, detail-oriented professional who’s committed to customer satisfaction and community impact. I hope this is evident not only in my Workday profile, but also in the custom webpage I’ve tailored to highlight my strengths and story.
Joining the Blue Link Wireless family means more than a transfer; it means coming full circle—to serve, contribute, and represent Blue Link Wireless in a region that shaped my foundation. I’m ready to bring my experience, enthusiasm, and sense of purpose home to the Rust Belt Foothills.
Thank you for considering my application. I would be grateful for the opportunity to discuss this further and demonstrate how I can contribute to support Blue Link Wireless’ mission in the South Point location.
Warmest regards,
Matthew A. Crace
