Adriana Juarez
El Paso
Summary
Accomplished Customer Experience Manager with a proven track record at DISH, enhancing customer satisfaction and efficiency across multiple units. Spearheaded the Boost Infinite Retention and Order Integrity projects, achieving a notable 2.3% improvement in enterprise activation rate. Expert in leadership development and conflict management, with significant improvements in team performance and employee engagement.
Overview
8
8
years of professional experience
Work History
Customer Experience Manager II
DISH
11.2021 - Current
- Revamped Rewards and Recognition program creating a budget tool for uniformed structure for all BUs and skills
- Ting Wireless - Improved chat acceptance rate by 46% in 3 months
- Social Media Wireless - ACT improvement of 23% in 2 months
- Launched Boost Infinite Retention - collaborated with Skill managers and OS Leaders outlining process improvement and tracking system for agent efficiency, Top performing Flows usage skill group
- Launched Boost Order Integrity in El Paso- partnered with B&C for process improvement and agent efficiency. Continuous collaboration with Chandler leaders to ensure alignment. Rate of success measured by enterprise activation rate - 2.3% improvement in 2 months
Customer Experience Manager
DISH
02.2019 - 11.2021
• ~137 hourly employee and 7 salary exempt
• Cross BU Evaluation Process
• SRS Save Rate Focus Group - Improved 4.8% in 3 months
- A Day in the Life of a Coach - Efficiency Improvement and mechanisms restructure
CXO Supervisor
DISH
05.2016 - 02.2019
- Sales POC - MoM Performance Improvement; #1 across Ent in 3 mos
- New Hire Coach - changed perception of skill and improved transfer rate by over 5% MoM
• Top Performing Team
Education
Bachelor of Science - Business
University of Phoenix
Tempe, AZ10.2020
Skills
May 2016 - Effective Interviewing Course Completion
Feb 2017 - LEAD (Leadership Education and Development) Part I Leadership philosophy, TAP, CAP, Speed of Trust
June 2017 - LEAD Part II DISC; GROW; Crucial Conversations
Oct 2017 - LEAD Part III SWOT, Motivation & Retention, Managing Conflict
April 2018 - FOCUS LEAD Time Management Training
August 2024 - LEAD Part III refresher on DISC; GROW; Crucial Conversations (Radical Candor)
Timeline
Customer Experience Manager II
DISH
11.2021 - Current
Customer Experience Manager
DISH
02.2019 - 11.2021
CXO Supervisor
DISH
05.2016 - 02.2019
Bachelor of Science - Business
University of Phoenix