Summary
Overview
Work History
Education
Skills
Timeline
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Alex Esquibel

Colorado Springs,CO

Summary

Dynamic and results-driven professional with extensive experience at T-Mobile, excelling in coaching, technical problem-solving, and team development. Skilled in troubleshooting and relationship building, I have successfully enhanced operational efficiency and customer satisfaction through data analysis and strategic training initiatives. Recognized for fostering collaboration and delivering impactful feedback in fast-paced environments.

Overview

18
18
years of professional experience

Work History

Associate Coach, Technical Care

T-Mobile
09.2022 - Current
  • Provide guidance and mentorship to a team of technical support representatives, fostering a positive and collaborative work environment.
  • Assist in the development and delivery of training programs to ensure team members are equipped with the latest technical knowledge and customer service skills.
  • Monitor and evaluate team performance, offering constructive feedback and identifying areas for improvement.
  • Collaborate with management to implement strategies that enhance operational efficiency and customer satisfaction.
  • Serve as the point of contact for escalated customer issues, ensuring timely and effective resolution.
  • Analyze support data and trends to provide insights and recommendations for process improvements.
  • Partner with engineering teams to identity known issues and trends, identify and solve pain-points, and develop tools and resources for our front line and customers.

Associate Coach, Account Care

T-Mobile
05.2021 - 09.2022
  • Support customer care teams by providing real-time assistance, conducting side-by-side coaching, and handling customer and employee escalations to enhance customer experiences.
  • Train and develop front-line team members and assist them with career development.
  • Analyze data and metrics to identify trends and issues. Use the data to build a plan to correct and improve any areas of opportunity.
  • Partner with offline teams and other departments to identify customer and employee pain-points, and find resolutions to those issues.
  • Assist coaches and managers with any clerical duties.

Account Expert

T-Mobile
08.2017 - 05.2021
  • Assisted T-Mobile post paid customers with account concerns such as billing, device upgrades, payments, and account maintenance.
  • Answered calls in a fast-paced, call center environment.
  • Provided excellent customer service experiences through use of soft skills and relationship building.
  • Helped company to hit targets including sales, retention, resolution, and customer satisfaction.

Operation Support Coach

Dominos Pizza Inc.
01.2016 - 08.2017
  • Completed unannounced Compliance audits on over 400 Domino's Pizza Stores in the Houston and south Texas Market.
  • Ensured all stores were operating in compliance of Domino's Pizza's product, service, and image standards.
  • Tested and developed training for new products and procedures.
  • Coached and trained team members and store managers on techniques and best practices to operate stores according to the operating standards of Domino's Pizza.
  • Identity trends and deficiencies amongst the stores in the South Texas marketplace and developed plans and best practices to solve for issues.

General Manager

Domino's Pizza
05.2008 - 01.2016
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Developed and implemented strategies to increase sales and profitability.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.

End User Support Technician

Colorado Technical University: AppleOne Staffing
08.2007 - 05.2008
  • Streamlined IT support processes for increased efficiency and reduced downtime.
  • Assisted end users with software installation, configuration, and troubleshooting.
  • Minimized recurring technical issues by identifying patterns in reported problems and proactively addressing underlying causes.
  • Improved system performance by regularly updating software and hardware components.

Education

Bachelor - Sociology

University of Colorado At Colorado Springs
Colorado Springs, CO
05.2012

Skills

  • Self-awareness
  • Troubleshooting
  • Motivational skills
  • Professional ethics
  • Collaborative approach
  • Coaching techniques
  • Empathy development
  • Feedback delivery
  • Problem-solving
  • Attention to detail
  • Multitasking
  • Critical thinking
  • Team collaboration
  • Adaptability and flexibility
  • Certified in CPR/AED
  • Relationship building
  • Microsoft office
  • Task prioritization

Timeline

Associate Coach, Technical Care

T-Mobile
09.2022 - Current

Associate Coach, Account Care

T-Mobile
05.2021 - 09.2022

Account Expert

T-Mobile
08.2017 - 05.2021

Operation Support Coach

Dominos Pizza Inc.
01.2016 - 08.2017

General Manager

Domino's Pizza
05.2008 - 01.2016

End User Support Technician

Colorado Technical University: AppleOne Staffing
08.2007 - 05.2008

Bachelor - Sociology

University of Colorado At Colorado Springs

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