Angel Sosa
Colorado Springs,CO
Summary
To be in a professional position that will allow to have a larger impact and help inspire positive change while using my full range of qualifications. Motivated to improve organization and employee performance by creating environment of mutual respect, trust, consensus-building and accountability. Exceptional talent delivering multi-modal training across functions to improve knowledge and performance.
Overview
20
20
years of professional experience
Work History
Training Manager
T-Mobile USA, Inc
08.2021 - Current
- Facilitated training sessions for employees across all organizational levels with the aim of enhancing and bolstering awareness, competence, and motivation.
- Analyzed site performance to pinpoint knowledge deficiencies and subsequently provided ongoing education to address and rectify these gaps.
- Applied instructional design principles to create e-learning training materials and activities that emphasized educational effectiveness as well as accessibility.
- Evaluated the value and efficiency of training programs, and as needed, suggested improvements to enhance quality and coherence.
- Led new-employee orientation and training for over 100 employees annually, which included collaborating with senior management to establish all learning and performance goals, timetables, and evaluations.
- Created and administered surveys to ascertain training requirements in accordance with anticipated production processes and future changes.
Specialized Tech Care Manager
T-Mobile USA, Inc
Colorado Springs, CO
12.2017 - 08.2021
- Managed a department consisting of managers and front-line representatives in a high-volume, call-center environment.
- Set performance and service targets and ensured that senior specialists and leadership were held responsible for both individual and team performance.
- Utilized forecasting to coordinate department schedules which effectively optimized coverage during peak hours.
- Tracked key metrics to formulate actionable SMART goals aimed at enhancing efficiency and performance in critical areas, such as CSAT (Customer Satisfaction).
Customer Care - PILOT TEX Messaging Manager
T-Mobile USA, Inc
Colorado Springs, CO
01.2020 - 07.2020
- Oversaw the operations of an experimental department exclusively dedicated to handling general customer service inquiries through text messaging, ensuring strict adherence to newly established business processes and procedures.
- Set performance objectives for both leadership and messaging experts, actively tracked progress, and offered feedback to help achieve milestones.
Technical Care Team Manager
T-Mobile USA, Inc
Colorado Springs, CO
05.2014 - 12.2017
- Inspired and mentored employees to overcome challenges and achieve goals, resulting in improved efficiency and performance in all evaluative and diagnostic measurements including CSAT.
- Reviewed outstanding tickets and engaged with customer support personnel to identify and address the cause of delays.
Technical Care Coach
T-Mobile
01.2011 - 01.2014
- Managed the daily operations of a team comprising 15 direct reports, which encompassed coaching for all performance metrics, documentation of coaching sessions, and the creation of comprehensive quarterly and annual performance reviews.
Technical Care Senior Representative
T-Mobile
01.2007 - 01.2011
- Assisted the Coach across various areas to support to the team, this included handling support requests, managing escalations, and providing one-on-one coaching to team members.
General Care Representative
T-Mobile
05.2003 - 01.2007
- Offered solutions to T-Mobile customers for a diverse range of issues, spanning from technical challenges to billing queries, all while consistently meeting and surpassing performance metrics, including CSAT.
Education
Some College - Psychology
University of Colorado At Colorado Springs
Colorado Springs, COSome College - Music Education
University of Northern Colorado
Greeley, COSkills
- Emotional Intelligence
- Communications
- Conflict resolution
- Negotiation skills
- Executive Maturity
- Diversity & Equity, & Inclusion
- Leadership Training
- Create Visual Aids
- Instructor Management
- Course Development
- Written and Oral Communications
- Public Speaking
- Change Management
- Project Management
- Adult Learning Theories
- Employee Performance Reviews
- Workflow Process Improvement
- Time Management
Accomplishments
- Trained over 20 hiring managers on behavioral interviewing techniques, hiring processes and onboarding.
- Successfully restructured and implemented in-house and external signature training series.
- Supervised team of more than 100 staff members.
- Achieved Leadership Development Program Certificate by completing LDP with accuracy and efficiency.
- Award’s: In Crowd Winner (8x), In List Winner (3x), and Pikes Peak Award (1x).
- Peak Achievement Award – highest level of recognition from T-Mobile.
- Selected to support Service Project Management (SPM) Team on several occasions overseas in both Manila, Philippians & Rosario, Argentina.
- Completed Leadership Development Program – Focus on moving into Sr Manager/Director role.
- LEAD & NXTLVL Mentor.
- 20 Year Tenure Award.
Timeline
Training Manager
T-Mobile USA, Inc
08.2021 - Current
Customer Care - PILOT TEX Messaging Manager
T-Mobile USA, Inc
01.2020 - 07.2020
Specialized Tech Care Manager
T-Mobile USA, Inc
12.2017 - 08.2021
Technical Care Team Manager
T-Mobile USA, Inc
05.2014 - 12.2017
Technical Care Coach
T-Mobile
01.2011 - 01.2014
Technical Care Senior Representative
T-Mobile
01.2007 - 01.2011
General Care Representative
T-Mobile
05.2003 - 01.2007
Some College - Psychology
University of Colorado At Colorado Springs
Some College - Music Education
University of Northern Colorado
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