ANGEL CORTEZ
El Monte,CA
Summary
Reliable business manager with over 15 years of extensive retail and call center experience in sales, customer relations, sales development, and group management.
Overview
28
28
years of professional experience
Work History
Lead Youth Care Worker
Trinity Youth
10.2022 - Current
- Assisted with daily living skills training, supporting self-sufficiency among program participants.
- Utilized system model to teach youth life skills in accordance with individualized treatment plans.
- Ensured proper medication administration for individuals under my care according to doctors'' orders.
- Improved communication skills among youth with tailored conflict resolution training.
- Established clear expectations for behavior within the residential facility, reinforcing accountability among youths in our care.
- Supported transition of youth back into their communities or to independent living situations with tailored life skills training.
- Completed clear and concise documentation of youth behavior and actions.
- Enhanced youth development by implementing structured activities and educational support.
Youth Care Worker
Trinity Youth
08.2022 - 10.2022
- Reduced incidents of negative behavior by implementing positive reinforcement strategies.
- Assisted in proper evacuation of youth during emergency situations such as inclement weather.
- Assisted youth with obtaining resources such as food, clothing and shelter.
- Encouraged healthy lifestyles through organization of sports and wellness activities.
- Fostered safe and nurturing environment, ensuring physical and emotional safety of all youth under care.
- Coordinated with multidisciplinary teams to ensure comprehensive support covering educational, health, and emotional needs.
- Provided a safe and nurturing environment for at-risk youth through consistent supervision and positive reinforcement.
Account Executive - SMB
Charter Spectrum Communications
02.2021 - 08.2021
- Sold Internet, Data, Video, Voice, and Wireless services to small and mid- size businesses focusing mainly on advanced communications solutions including single and multi-location opportunities.
- Contacted customers and prospects to generate new business to achieve company growth goals.
- Interacted with existing problematic accounts, helping to build lasting rapport and boosting revenue
opportunities. - As part of sales process, created and deliver face-to-face sales presentations that demonstrate knowledge
of the latest Spectrum products and services. - Demonstrated products and specific features at customer locations and special events.
- Resolved order issues efficiently and enhanced customer satisfaction ratings.
- Worked to develop network by identifying and pursuing new leads, attending industry events and
building rapport with clients.
Sales Development Manager
Comcast Cable
08.2017 - 05.2020
- Supervise and motivate a team of door-to-door direct sales representatives to achieve sales goals for digital video, high-speed internet, digital voice product, and home security.
- Provide individualized and ongoing performance management to ensure efficiency and productivity of all team members.
- Assist Sales Representatives in solving customer problems (technical, product, billing, etc.)
- Develop partnership with internal departments (e.g. customer service, technical operations) to ensure customer satisfaction.
- Lead/motivate all sales employees.
Retail Store Manager
Comcast Cable
03.2015 - 07.2017
- Worked with senior management to improve the cost-effectiveness of operations. Conducted and maintained regular sales channel analysis, reporting, for the purpose of improving sales productivity, and quality of sales.
- Motivated representatives to achieve sales and compliance results; conducted both routine and unscheduled store visits and audits. Worked with team to ensure excellence in customer service with every customer contact.
- Developed and facilitated the use of coordinated, comprehensive, and effective sales collateral.
- Coordinated with leadership & development personnel to initiate and sustain effective sales channel training and development programs.
- Managed compensation plan programs and implemented changes to improve employee motivation and sales performance while controlling overall cost per sale.
Assistant Retail Store Manager
COMCAST CABLE
03.2014 - 02.2015
- Provided leadership, guidance, coaching and motivation to the Oakland retail sales team while delivering a superior customer experience and achieving desired sales results.
- Responsible for daily store operations, including formulating and interpreting policies and procedures, stocking and efficiency with equipment inventory, cash handling compliance, organization of stock room, and consistent fulfillment of store security protocol.
- Help maintain a store environment that aligns with established planograms.
- Provided daily support with observations, implemented real time feedback and ensured all sales consultants were able to provide an exceptional customer experience.
- Acquired advanced knowledge of company products and services which included best practices as in relation to sales handling, store schedules and customer engagement.
Retention Supervisor
COMCAST CABLE CAE - Spanish Language Center of Excellence
01.2013 - 02.2014
- Developed personal performance plans with CAE's and provide ongoing feedback with monthly and quarterly performance plan reviews.
- Managed and developed a team of 13 CAE's, setting expectations of quality and accuracy of work, as well as key productivity metrics associated with retention of company revenue and service level.
- Responsible in conducting weekly team meetings in order to deliver key communications, promote team spirit and provide employee recognition.
- Responsible in approving CAE's time schedules and time off requests in order to meet business needs.
Store Manager
TELSCAPE COMMUNICATIONS
12.2009 - 12.2012
- Responsible for managing a group of 10 cashier/sales agents.
- Reaching a total of 395 sales per month and evaluating every agent on a monthly basis.
- Resolved customer complaints and concerns with strong verbal and negotiation skills.
- Trained new employees and explained protocols clearly and efficiently.
- Demonstrated professionalism and courtesy with customers at all times.
- Activated accounts for clients interested in new services.
- Provided thorough support and problem resolution for customers.
- Responsible for monthly inventory, time approval, opening and closing the store and balancing monetary gains and customer payments.
Retention Agent / Lead / Supervisor
TELSCAPE COMMUNICATIONS
01.2005 - 12.2008
- Support customers with online billing and account issues.
- Resolved customer issues in a clear, courteous and straightforward manner.
- Maintained composure and patience despite of difficult customer situations.
- Helped with management support with grading and evaluating agents.
- Provided Quality Control feedback to each rep on a monthly basis.
Customer Service Retention Agent
TELSCAPE COMMUNICATIONS
09.2001 - 12.2004
- Demonstrated professionalism and courtesy with all inbound/outbound customers at all times.
- Processed a daily average of 40 inbound win-back support calls.
- Maintained a save rate of 55% or higher and a quality percentage of 90% or higher each year as a customer service/retention agent.
Customer Service Specialist
PUEBLO CORPORATION
03.1998 - 09.2001
- Responsible selling preferred pricing cards at a rate of 100 cards per month.
- Met and exceeded company sales and productivity goals for 12 months then was promoted to a customer service agent soon after.
- Resolved customer complaints and concerns with strong verbal and negotiation skills.
- Built and maintained successful relationships with.
- internal service providers, dealers and consumers.
Education
High School Diploma -
Mountain View High School
El Monte, CA06.1996
Skills
- Excellent problem-solving abilities
- Computer applications
- Strong project management skills
- Bilingual (Spanish & English)
- Comfortable with change
- Problem solving / Troubleshooting Skills
- Sales Training Development
- Team building / Leadership
Accomplishments
Promoted to retail store manager after 18 months of employment with Telscape Communications. Trained and led customer service and retention support teams of more than 25 support specialists. As a customer retention agent kept the highest percent save rate for five years in a row. Elected as a star as one of very few Telscape employees to be featured ona company newsletter named "El Recado". During my Comcast career helped develop four frontline retail agents into assistant retail managers (One is currently running his own store). Recipient of 2015 California Region Coaches Award for Cable Stores. Helped develop an XSE into an SDM currently in our Sacramento team. Recent recipient East Bay Oakland Redline award for October 2018. Only SDM to achieve three Quadfecta's in a role since our SFU territory launch model.
Timeline
Lead Youth Care Worker
Trinity Youth
10.2022 - Current
Youth Care Worker
Trinity Youth
08.2022 - 10.2022
Account Executive - SMB
Charter Spectrum Communications
02.2021 - 08.2021
Sales Development Manager
Comcast Cable
08.2017 - 05.2020
Retail Store Manager
Comcast Cable
03.2015 - 07.2017
Assistant Retail Store Manager
COMCAST CABLE
03.2014 - 02.2015
Retention Supervisor
COMCAST CABLE CAE - Spanish Language Center of Excellence
01.2013 - 02.2014
Store Manager
TELSCAPE COMMUNICATIONS
12.2009 - 12.2012
Retention Agent / Lead / Supervisor
TELSCAPE COMMUNICATIONS
01.2005 - 12.2008
Customer Service Retention Agent
TELSCAPE COMMUNICATIONS
09.2001 - 12.2004
Customer Service Specialist
PUEBLO CORPORATION
03.1998 - 09.2001
High School Diploma -
Mountain View High School
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