Armando Puente Jr
Dallas-Fort Worth
Summary
Dynamic professional with a proven track record at T-Mobile, excelling in customer retention and sales. Recognized for leadership, reliability, and conflict resolution, I consistently achieved top customer review scores. Proficient in CRM systems and data reporting, I strive to drive operational success and enhance team performance.
Overview
11
11
years of professional experience
Work History
Mobile Expert (Key Holder)
T-Mobile
Dallas-Fort Worth
01.2021 - Current
- Promoted to Key Holder within one year based on leadership, reliability, and performance
- Delivered high caliber customer support, achieving highest customer review scores in district for multiple months
- De-escalated challenging customer situations, preserving customer retention
- Educated customers on products and service plans, resulting in increased sales and improved long-term retention
- Managed opening/closing procedures and compliance standards, ensuring seamless store operations and security
- Conducted detailed account audits to ensure customers fully understood charges, services, and promotions
- Accurately handled till duties, change orders, and end of day counting with no incident
Account Coordinator
M.D. Martin
Addison
11.2016 - 06.2017
- Recruited and onboarded candidates for temporary and full-time placements
- Coordinated attendance tracking, payroll spreadsheets, and headcount reporting to maintain accurate workforce metrics
- Resolved employee concerns regarding scheduling, hours, and pay to enhance workplace satisfaction
- Built strong working relationships with site managers and business owners
- Verified documentation and payroll processing for precision and compliance
Accounts Payable Clerk
W&B Service Company, L.P.
Duncanville
05.2016 - 11.2016
- Reconciled financial statements, ensuring accuracy and compliance
- Resolved account discrepancies and billing errors to maintain financial integrity
- Supported Accounts Receivable in processing statements, facilitating timely collections
- Prepared documentation and files for audits
- Participated in process improvement meetings to increase efficiency
Program Manager
Effex Management Solutions
Grand Prairie
07.2015 - 05.2016
- Oversaw workforce operations for 200+ employees across multiple sites
- Delivered weekly operational performance reports to executive leadership
- Processed payroll, daily reports, injury tracking, and compliance documentation to ensure regulatory adherence and operational integrity
- De-escalated workplace conflicts and resolved employee concerns
- Conducted orientations and facilitated training sessions to enhance employee onboarding and skill development
- Delivered weekly operational performance reports to executive leadership, providing insights for informed decision-making
- Kept a consistent and professional link between onsite managers on the client’s side and leadership on the staffing side
Skills
- Sales & Upselling
- Customer retention
- Call handling
- Billing support
- Payroll Processing
- CRM & Account Management Systems
- Documentation & Compliance
- Data reporting
- System troubleshooting
- Workforce scheduling
- Fast-paced multitasking
- Leadership & Team Support
- Conflict resolution
- Microsoft Office proficiency
- Payroll resolution
Highlights For Customer Service Roles
- 5+ years of direct customer-facing experience
- Proven ability to handle escalations calmly and professionally
- Experience with outbound calling and follow-ups
- Strong documentation and compliance background
- Leadership experience in high-volume environments
- Track record of maintaining top customer satisfaction performance
Technical And Administrative Skills
- Microsoft Office (Excel, Word, Outlook)
- CRM & Account Management Systems
- Payroll Processing
- Data Entry & Reporting
- Basic Troubleshooting & System Setup
- Scheduling & Workforce Coordination
Timeline
Mobile Expert (Key Holder)
T-Mobile
01.2021 - Current
Account Coordinator
M.D. Martin
11.2016 - 06.2017
Accounts Payable Clerk
W&B Service Company, L.P.
05.2016 - 11.2016
Program Manager
Effex Management Solutions
07.2015 - 05.2016