Summary
Overview
Work History
Education
Skills
Timeline
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Cassandra Irigoyen

Cassandra Irigoyen

Florence,AZ

Summary

Results-driven Team Manager with 9 years of experience in delivering innovative solutions and fostering strong relationships with clients and agents. Expertise in AT&T Mobility offerings and systems, complemented by a proven ability to implement effective processes and oversee key projects. Recognized for analytical thinking, exceptional problem-solving skills, and adaptability in fast-paced environments. Committed to continuous learning and the achievement of both team and individual goals.

Overview

12
12
years of professional experience

Work History

Team Manager Mobility Loyalty Group

AT&T Mobility
Mesa, AZ
09.2024 - Current
  • Conducted structured interviews
  • Oversaw the September New Hire class to establish clear expectations.
  • Ensured compliance with company policies, procedures, regulations, and laws.
  • Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
  • Delivered actionable feedback to employees, facilitating growth and efficiency.
  • Enhanced team engagement by ensuring clarity in goals and availability of tools for success.
  • Implemented customer retention strategies to reduce churn rates.
  • Identified opportunities for cross-selling, up-selling products or services based on customer needs, interests.
  • Analyzed customer feedback to identify areas of improvement.

Team Manager MSS CROSS SALES

AT&T Mobility
Mesa, AZ
09.2022 - 08.2024
  • Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
  • Facilitated growth through strategic guidance and mentoring for each team member.
  • Supervised team performance and evaluated progress in achieving objectives.
  • Enhanced team engagement by ensuring clarity in goals and availability of tools for success.

Manager in 60/SME HD/Engagement Champion

AT&T
Florence, AZ
07.2021 - 07.2022
  • Lead Engagement Champion: created flyers, games and incentives to engage leadership to drive sales.
  • Ensured that trackers, games, and flyers were made and ready for use in our engagement share points.
  • Updated reports and posted for leadership in a timely manner.
  • Assisted New Hire Nesting teams and presented step-by-step job task instructions clearly.
  • Provided leadership, insight and mentoring to agents to supply knowledge of various company programs.
  • Elevated team member performance and competency in programs while cultivating customer relationships to drive sales.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Assisted in training employees on procedures, policies, and workspace tools to maximize team performance.
  • Secured client retention by driving service and product benefits, features and recommendations around clients' needs.

Retail Sales Associate

Cricket Wireless
Mesa, AZ
10.2015 - 05.2019
  • Completed transactions in an efficient manner while providing excellent customer service.
  • Organized displays to attract customers and promote sales.
  • Handled customer complaints in a professional manner.
  • Offered suggestions for additional items that may be of interest to customers.
  • Provided product information and answered customer questions.
  • Promoted special offers and discounts to encourage additional purchases.
  • Processed returned merchandise according to company policies.

Assistant Store Manager

Party City
Mesa, AZ
08.2013 - 10.2015
  • Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels.
  • Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
  • Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
  • Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
  • Trained staff on daily duties and supervised and provided feedback, resulting in improved performance and customer satisfaction.

Education

- Criminal Justice

Northern Virginia Community College
Annandale, VA

Skills

  • Goal-oriented
  • Processes and procedures knowledge/training
  • Team building
  • Issue and conflict resolution
  • System implementation
  • Technologically savvy
  • Customer relations
  • High-energy attitude
  • Adaptive team player
  • Flexible
  • Friendly, positive attitude

Timeline

Team Manager Mobility Loyalty Group

AT&T Mobility
09.2024 - Current

Team Manager MSS CROSS SALES

AT&T Mobility
09.2022 - 08.2024

Manager in 60/SME HD/Engagement Champion

AT&T
07.2021 - 07.2022

Retail Sales Associate

Cricket Wireless
10.2015 - 05.2019

Assistant Store Manager

Party City
08.2013 - 10.2015

- Criminal Justice

Northern Virginia Community College

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Cassandra Irigoyen