Alejandro Mata
San Benito
Summary
Dedicated and results-driven customer care professional with 10 years of experience in coaching, team development, and performance improvement. Proven track record of enhancing customer service experiences, implementing best practices, and leading teams to achieve exceptional service standards. Skilled in conflict resolution, quality assurance, and operational management, seeking to leverage expertise in a managerial role to drive customer satisfaction and team success.
Overview
10
10
years of professional experience
Work History
Sling/DBS Coach
DISH
01.2016 - Current
- Improved escalation process in Air TV to decrease average time spent resolving CXM Issues 10% by creating a tool to visualize bottlenecks in service.
- Provided faster means of supporting and responding to customers while company was growing social media following by 50% to 1 Million followers.
- Launched Sling Social with a team of 7 which grew to a team of 20+ agents to provide brand presence and response to national posts
- Created a culture of growth amongst specific teams to adhere to online interactions
- Created a Slide and other training tools that was shared throughout the enterprise which led to me train 15 coaches for Social Media
- LIFT Mentor, supporting coaches improve leadership skills and understand processes, and procedures
- Provided specific training on all performance metrics to follow the companies 5-Golden rules and CPAW; which resulted into an expectation to shift the mindset from my teams to monitor their own performance
- Collaborated with various department hiring managers to restructure and reorganize talent into emerging projects such as AirTv, Social Media, and Sling Chat.
- Enhanced team performance by developing and implementing effective coaching strategies.
- Conducted regular performance evaluations, providing constructive feedback and setting clear goals for improvement.
DBS - Coach
DISH
01.2015 - 01.2016
- Collaborated with hiring managers to discuss and meet staffing needs while interviewing and onboarding 6+ employees quarterly
- Coached 22 agents to meet and exceed goals by 3-5% consistently through first year by adapting to their learning styles
- Provided specific training on all performance metrics to follow the companies playbook.
- Enhanced team performance by developing and implementing effective coaching strategies.
Skills
- Effective Communication
- Team Leadership & Development
- Building Relationships
- Quality Assurance & Compliance
- Process Improvement
- Data Analysis & Reporting
Languages
Spanish
Full Professional
Timeline
Sling/DBS Coach
DISH
01.2016 - Current
DBS - Coach
DISH
01.2015 - 01.2016