Carlos A Giron
La Mirada,CA
Summary
I worked for Ma Bell/Pacific Telesis/SBC/AT&T/AT&T Mobility for 40 years, in the customer service division dealing with consumers, general businesses, placing orders for AT&T products and services. I was in many office departments, office environments, Training Instructor, floor manager, and Mobility Fraud department which prevented fraudulent activity via applications either online or live. I also reviewed application results by service reps and provided feedback and training when I deemed it was necessary
Overview
40
40
years of professional experience
Work History
Manager on Duty
AT&T Mobility
12.1981 - 12.2021
- Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Trained employees in essential job functions.
- Handled employee-related issues to improve performance, professional conduct and attendance reliability.
- Initiated plans to improve customer relations, quality standards and service efficiency.
- Set goals for department and supported employees in meeting expectations.
- Adhered to corporate guidelines to maintain total compliance.
- Conducted continuous reviews of accounts, procedures and personnel to optimize processes and improve performance.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Supervised team of Number front desk agents and helped to resolve issues arising during shifts.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Provided exceptional customer service, addressing concerns promptly and ensuring repeat business from satisfied clients.
- Enhanced customer satisfaction through consistent monitoring of service quality and staff performance.
- Collaborated with other managers on strategic initiatives, sharing best practices to achieve common goals across the organization.
- Mentored junior team members for career development, offering ongoing guidance on goal setting, skill-building, and performance improvement strategies.
- Improved team productivity by implementing efficient scheduling and task delegation processes.
- Reduced employee turnover by fostering a positive work environment and offering professional development opportunities.
- Ensured compliance with company policies, industry regulations, and safety standards by conducting regular audits and providing necessary training to employees.
- Proactively identified potential issues within the workplace, taking corrective actions to maintain seamless operations at all times.
- Evaluated employee performance fairly during annual reviews using measurable criteria based on job responsibilities.
- Developed comprehensive reports for senior management, highlighting key performance metrics and areas for improvement.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Education
Mathematics And Psychology
UCLA, Also University of Redlands
Westwood, CA06.1977
Skills
- Verbal and Written Communication
- Staff Training
- Process Improvement
- Strong Business Acumen
- Policy Implementation
- Continuous Quality Improvement (CQI)
- Safe Work Practices
- Security Protocols
- Business Performance Improvement
- Team Development
- Employee Performance Reviews
- Motivational Leadership
- Quality Assurance
- Attention to Detail
- Employee Counseling
- New Employee Training
- Regulatory Compliance
- Compliance Adherence
- Corrective Actions
- Performance Tracking and Evaluations
- Employee Interaction
- Customer Communication
- Directing Team Members
- Legal Standards
- Positive Learning Environment
- Performing Needs Assessments
- Employee Support
- Recognition Programs
- Managing Operations and Efficiency
- Current Trends
- Employee Coaching and Mentoring
- Personnel Accountability
Timeline
Manager on Duty
AT&T Mobility
12.1981 - 12.2021
Mathematics And Psychology
UCLA, Also University of Redlands
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