Alexander Cortez
San Diego,CA
Summary
Over 21 years in Telecommunications Customer Service and sales industry. Proven record of establishing rapport with clients and colleagues. Seeking a challenging opportunity to drive diverse corporate initiatives through strategic planning and to achieve company objectives with proactive project management.
Overview
23
23
years of professional experience
Work History
Sales Coach - Acquisition
AT&T
San Diego, CA
07.2019 - 11.2023
- Lead a team of 15 Sales and Service Representatives
- Coach and develop direct report employees
- Plan, direct, supervise, and evaluate workflow
- Responsible for ensuring the day-to-day application of organizational policies and procedures
- Responsible for achieving revenue and customer service objectives
- Coordinates work activities to achieve volume expected to meet operational requirement
- Recognizes and recommend operational improvements
- Responsible for training, evaluating, and managing performance evaluations of direct reports
- Ensure representatives are professional and courteous with all day-to-day interactions
- Influences decisions regarding hiring, terminations, disciplinary action, and promotional activity of subordinates
Sales and Service Representative
AT&T
San Diego, CA
10.2000 - 07.2019
- In-depth knowledge of AT&T products, features, plans and services
- Team Lead who handled customer escalations and complex issues while representing as an 'Acting Manager'
- Strong computer skills, writing detail-oriented notes on all interactions with customers, including requests, billing errors, refunds, and orders
- Maintained outstanding communication and interpersonal skills while speaking with customers and peers
- Worked collaboratively in a team environment of more than 15 people
- Assist work from home representatives on new orders and payment processing
- Assist residential customers in setting up new accounts
- Handle the tasks of maintaining and updating the databases of the customers
- Responsible for taking initiatives to meet sales goals and objectives
- Responsible for conducting bill reviews of customers' accounts and troubleshooting customers billing errors
- Ensure that excellent service is provided to customers on every interaction
- Interreacted with multiple online systems while communicating with customers
Education
High School Diploma -
Castle Park High school
Chula Vista, CASome College (No Degree) -
Southwestern College
Chula Vista, CASkills
- Microsoft Word
- Excel
- Collaboration
- Concept development
- AT&T order processing
- Billing systems
- OPUS
- SORD
- EASE
- CCTP
- BOSS
- CRM
- Effective communication
- Basic computer applications
Candidatesummary
Over 21 years in Telecommunications Customer Service and sales industry. Proven record of establishing rapport with clients and colleagues. Seeking a challenging opportunity to drive diverse corporate initiatives through strategic planning and to achieve company objectives with proactive project management.
Timeline
Sales Coach - Acquisition
AT&T
07.2019 - 11.2023
Sales and Service Representative
AT&T
10.2000 - 07.2019
High School Diploma -
Castle Park High school
Some College (No Degree) -
Southwestern College