Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Carlos Mercado

MEX,NM

Summary

Seasoned AT&T leader with a proven track record in enhancing customer experience and driving sales growth. Expert in business analysis and outstanding communication, I've led teams to exceed objectives through strategic planning and performance coaching. Skilled in negotiation and cross-functional team management, I excel in delivering superior customer service and innovative solutions.

Overview

8
8
years of professional experience

Work History

Manager Customer Advocate - NBISS SLS

AT&T
Mexico, Mexico
03.2022 - Current
  • As a Manager Customer Advocate, I lead a team dedicated to fostering excellent customer relationships and enhancing the overall customer experience
  • My responsibilities include
  • Team Coaching: Guiding customer advocates in utilizing effective sales techniques and ensuring they meet or exceed sales and customer care objectives
  • Ensure interactions with customers are handled with the utmost courtesy and professionalism
  • Technological Proficiency: Utilizing and staying current on various tools and technologies to provide seamless support and superior customer experiences
  • Agent Development: Coaching and developing agents to effectively promote and sell wireless and Fiber solutions, collaborating with business partners and trainers to address gaps identified during call monitoring
  • Dealer Support: Analyzing and resolving challenges to support the success of the business line, working closely with ADs and senior management
  • Training and Coordination: Creating and delivering training materials, coordinating activities to meet sales objectives, and providing detailed status reports
  • Business Planning: Developing comprehensive business plans, managing partner funnels and forecasts, providing product and system training, and offering operational support, both independently and within a team environment
  • Held regular one-on-one meetings with agents to review performance and priorities and provide feedback.

Team Lead - BOOST Business Offline Operation Support Team

AT&T
Mexico, Mexico
07.2019 - 03.2022
  • Provided real-time support to the region, focusing on increasing sales and enhancing performance within our Line of Business (LOB)
  • Led the Sales Acceleration Tactics Team, implementing strategic initiatives aimed at boosting sales results and overall performance
  • Handled escalated customer cases and performed comprehensive account analyses to determine the validity of adjustments
  • In situations involving AT&T errors, took ownership to investigate and determine appropriate credits based on office policies (M&P)
  • Prepared detailed training materials to coach agents on processes and new promotions launched by AT&T
  • Monitored real-time calls to ensure quality control and adherence to processes, providing immediate coaching to prevent errors
  • Managed and documented orders, cases, credit and adjustment requests
  • Maintained trackers and snapshots of sales and agent productivity to ensure accountability and performance improvement
  • Created and managed visuals for promotions and primary communications for the entire LOB
  • Effectively delivered training materials and conducted workshops to coach agents on the consistent changes demanded by the market

Customer Advocate - National Business Inside Sales & Service

AT&T
Mexico, Mexico
03.2018 - 07.2019
  • Played a pivotal role in the transition from the disconnection desk to a comprehensive Business Consultant Office, aimed at enhancing service delivery for business clients
  • Expanded our product portfolio to manage and offer the full range of AT&T products for business clients, ensuring tailored solutions for diverse business needs
  • Expertly navigated and utilized a variety of systems and tools to analyze and determine optimal solutions for each account

Customer Advocate C&C (Credit & Collections)

AT&T
05.2017 - 03.2018
  • Successfully integrated Collections Consumer wave 7th
  • Utilized strong negotiation skills to engage with customers, aiming to resolve outstanding account issues and bring accounts current
  • Fostered a strong commitment to customer satisfaction by ensuring empathetic and human-centric communication
  • Focused on collecting overdue payments promptly while maintaining respectful and professional interactions

Education

Some College (No Degree) -

Universidad Michoacana San Nicolas De Hidalgo
Morelia

Skills

  • Outstanding Communication Skills
  • Sales management
  • Negotiation
  • Cross-functional team management
  • Business Analysis
  • Performance reviewing
  • Wired and wireless services expertise
  • Customer Experience Excellence

Accomplishments

Sales Leadership: Currently leading the scorecard in MXC, achieving the number 1 position in sales year-to-date with an outstanding overall weighted percentage of 99.51% attainment. This reflects exceptional sales performance and dedication to achieving targets.

Recovery Strategy: Successfully led the development and implementation of a recovery strategy aimed at increasing the conversion rate. This involved analyzing current processes, identifying areas for improvement, and ensuring that sales resources were effectively allocated and utilized.

Wireline Office Communications: Managed all communications for the wireline office, ensuring that important information was conveyed clearly and efficiently. This included the creation of visual communication materials designed to effortlessly transmit details about promotions, processes, new policies, and other critical updates.

Timeline

Manager Customer Advocate - NBISS SLS

AT&T
03.2022 - Current

Team Lead - BOOST Business Offline Operation Support Team

AT&T
07.2019 - 03.2022

Customer Advocate - National Business Inside Sales & Service

AT&T
03.2018 - 07.2019

Customer Advocate C&C (Credit & Collections)

AT&T
05.2017 - 03.2018

Some College (No Degree) -

Universidad Michoacana San Nicolas De Hidalgo

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Carlos Mercado