ANTONIO NOBLE
Round Rock,TX
Summary
Highly experienced and outcome-driven Escalation Manager with extensive experience delivering exceptional service to support an organization's ongoing success. Proven track record in enhancing customer experiences, improving processes, identifying new business opportunities, and exceeding targeted goals. Adept at establishing and sustaining a high-performing team by ensuring the necessary skills, knowledge, and capacity to meet all departmental commitments and performance standards.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Account Executive
USGoldBureau
Leander, Texas
02.2024 - Current
- Cultivated relationships with key decision makers through regular client visits and follow-up calls.
- Negotiated contracts with clients to ensure profitable outcomes for the company.
- Provided timely customer service support to resolve any issues quickly and efficiently.
- Collaborated with cross-functional teams such as finance, operations, legal, and marketing to identify new opportunities for growth.
- Maintained accurate records of all sales activities using CRM software systems.
Escalation Manager / Customer Solution Representative
SPECTRUM/CHARTER COMMUNICATIONS
Austin, TX
11.2016 - 02.2022
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Established processes to ensure efficient workflow throughout the organization.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Provided leadership during times of organizational change or crisis situations.
- Analyzed customer feedback data to develop action plans for improving services offered.
Account Service Manager/Trainer
SPRINT CORPORATION
Temple, TX
02.2008 - 02.2016
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Established solid business relationships with clients by investigating complaints, neutralizing situations, and addressing technical issues.
- Assessed current client needs and identified new opportunities for growth.
- Monitored performance metrics to identify areas of improvement in the customer experience.
- Updated internal databases with information about client interactions, changes in account status.
Night Stocker (Part-Time)
WARRIOR WAY COMMISSARY, FORT HOOD ARMY BASE
Fort Hood, TX
01.2006 - 01.2008
- Received and unpacked deliveries of store merchandise.
- Restocked shelves with merchandise from back room storage area.
- Checked in orders for accuracy, quantity and quality.
- Operated pallet jacks and forklifts to move products throughout warehouse.
- Assisted customers with locating items in the store or on the sales floor.
- Stored merchandise in designated areas within the store or warehouse facility.
- Rotated stock regularly to ensure freshness of items on display.
Medical Support Assistant
T.M.I. MANAGEMENT/DARNELL HOSPITAL F.M.R.C. CLINIC
Fort Hood, TX
01.2004 - 01.2008
- Greeted patients and visitors, verified patient information and scheduled appointments.
- Performed clerical tasks such as answering phones, filing records, scheduling tests and preparing charts.
- Assisted medical staff with patient care, including taking vital signs, drawing blood, administering injections and collecting specimens.
- Assisted in the discharge process of patients from the hospital or clinic by providing instructions on follow-up care and medications prescribed.
- Processed incoming lab results into patient's electronic health record system for physician review.
Revenue Agent
G.C. SERVICES
Copperas Cove, TX
01.2002 - 01.2005
- Responded promptly to inquiries from taxpayers regarding billing errors or other issues.
- Advised management on strategies for improving the efficiency of revenue collection processes.
- Performed periodic reviews of assigned accounts to ensure timely resolution of outstanding balances.
- Reviewed and analyzed financial documents to determine tax liabilities for individuals, corporations, and other entities.
- Prepared detailed reports regarding the status of delinquent accounts and recommended appropriate collection action.
Education
Coursework in Business Management -
CENTRAL TEXAS COLLEGE
Copperas Cove, TX01.2005
High School Diploma -
SHOEMAKER HIGH SCHOOL
Killeen, TXSkills
- Quality Management
- Root Cause Analysis
- Business & Requirement Analysis
- Escalation Management & Process
- Order Management
- Negotiation Skills
- Escalation Resolution
- Strategic Planning & Implementation
- Solution Implementation
- Data Entry & Analysis
- Reporting & Documentation
- Research and analysis
- Regulatory Compliance
- Customer Relationship Management
- Collaborative Problem-Solving
- Progress Reporting
- Customer rapport
- Pipeline Management
- Customer Presentations
- Time Management
- Customer Success Management
- Cross-Functional Team Leadership
- Relationship Building
- Interpersonal Communication
- Zendesk
- PeopleSoft
- Kronos
- Microsoft Office Suite
- Excel
- Sales strategies implementation
- Vendor Management
- Slack
- NetSuite
Certification
- Texas Real Estate License | Aceable Agent
- Medical Terminology Course | Udemy; Remote
- Project Management Certification | Alison Courses; Remote | 01/2022
- Business Law Cert | Alison Courses; Remote
- White Belt Six Sigma Cert | 03/2022
- Business Fundamentals Cert.
- Project Management Certs
- B2B Customer Success Management Cert.
Timeline
Account Executive
USGoldBureau
02.2024 - Current
Escalation Manager / Customer Solution Representative
SPECTRUM/CHARTER COMMUNICATIONS
11.2016 - 02.2022
Account Service Manager/Trainer
SPRINT CORPORATION
02.2008 - 02.2016
Night Stocker (Part-Time)
WARRIOR WAY COMMISSARY, FORT HOOD ARMY BASE
01.2006 - 01.2008
Medical Support Assistant
T.M.I. MANAGEMENT/DARNELL HOSPITAL F.M.R.C. CLINIC
01.2004 - 01.2008
Revenue Agent
G.C. SERVICES
01.2002 - 01.2005
Coursework in Business Management -
CENTRAL TEXAS COLLEGE
High School Diploma -
SHOEMAKER HIGH SCHOOL