Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Conrad Maestas

Albuquerque,NM

Summary

Seasoned leader with a multifaceted skill set encompassing facilitation, staff development, leadership training, communication, and curriculum development. Backed by a proven track record, I specialize in delivering comprehensive training programs tailored for individuals at diverse organizational levels. Through adept supervision, direction, and guidance, I consistently ensure the delivery of the highest caliber of customer service.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Supervisor, Customer Service Operations

Comcast
Albuquerque, NM
04.2019 - 12.2023
  • Designed and developed comprehensive training programs for employees, supervisors, and managers
  • Facilitated engaging learning experiences to enhance participants' competencies and helped them meet performance expectations
  • Utilized available reporting to analyse data and provide recommendations to senior leadership
  • Monitored the alignment between curriculum and improved job performance of learners
  • Successfully led the roll out of Lead by Coaching (LBC) Training to Business Partners in the West Division and internal channels
  • Played a key role in driving a 5-7% increase in performance related to customer quality behaviors in Spanish Sales, Comcast Business, and Business Partners
  • Assisted in the revision of existing training courseware
  • Managed learning schedules, calendars, and participant records during training sessions
  • Utilized appropriate training models to identify skill strengths, gaps, and development opportunities for participants
  • Led the successful implementation of the S4X Quality Program in Comcast Business Order Management and Loyalty, resulting in improved tNPS scores
  • Responsible for writing and editing weekly recap emails and other communications sent to leadership.

RTA Analyst 2 / ROC Call Volume Coordinator

Comcast
Albuquerque, NM
02.2017 - 04.2019
  • Developed headcount requirements to optimize call center metrics, provided real-time recommendations and consistently improved productivity
  • Implemented effective call routing strategies across six different sites, making ad-hoc adjustments based on incoming call volume to minimize customer hang-ups
  • Created front-line schedules that accounted for all Off-Phone Activities, including meetings, daily huddles, and training initiatives, resulting in increased productivity and reduced loss in efficiency
  • Wrote and distributed weekly internal RTA/ROC newsletter showcasing areas of strengths and opportunities for our department.

Service Center Supervisor

The Kemtah Group
Albuquerque, NM
02.2014 - 12.2014
  • Lead in developing standard operating policies and procedures for Shared Service Desk for customer optimization by increasing KPIs and NPS scores
  • Created help-desk content and trained new hire agents during the on-boarding process
  • Helped to drive performance metrics and increased 4.2% over six months
  • Supervised, motivated, and coached a team of 30 analysts: 24 hours by 7 week, 365-day environment
  • Generated help desk performance and metric reports for management leading to increased productivity
  • Assisted in recruiting front-line staff when staffing challenges were occurring, leading to performance goals being met after 60 days of hiring agents.

Project Management Operations Analyst

Lockheed Martin
Albuquerque, NM
09.2007 - 12.2013
  • Led and managed a team of 13 individuals, resulting in a 6% improvement in customer perception and customer experience over a fourteen-month period
  • Developed staffing models and conducted analysis on key metrics such as average handling time and schedule adherence to meet service level targets set by the Department of Homeland Security, Transportation Security Administration, and Housing and Urban Development
  • Enhanced call center agent efficiency by 3.5% through alignment of call volume patterns and schedules
  • Generated and maintained comprehensive call data reports for leadership, including Client Review, weekly, and monthly reporting, enabling the achievement and surpassing of call handling expectations
  • Acted as a resource and liaison for Project Management Offices, both internally and externally, fostering strong business relationships and delivering exceptional customer service.

Education

Master of Arts - Organizational Management

University of Arizona Global Campus

Bachelor of Arts - Communications

University of New Mexico

Skills

  • Customer Service
  • Curriculum Development
  • Staff Development
  • Data-Driven Narratives
  • Presentation Execution
  • Project Management Coordination
  • Internal and External Communication
  • Program Management
  • Leadership
  • Data Analysis
  • Strategic Planning
  • Data Management Reconciliation
  • Process Improvements
  • Customer Experience
  • Coaching
  • Mentoring
  • Training and Mentoring
  • Project Management

Certification

  • Certified Developmental Coach - Entelechy, Inc.
  • Coaching for Excellence - Duke Corporate Education
  • Communicating for Influence - Tuck Executive Education at Dartmouth
  • Communicating with Impact Experience - Berkeley Executive Education
  • Diversity, Equity & Inclusion - USF Muma College of Business

Timeline

Supervisor, Customer Service Operations

Comcast
04.2019 - 12.2023

RTA Analyst 2 / ROC Call Volume Coordinator

Comcast
02.2017 - 04.2019

Service Center Supervisor

The Kemtah Group
02.2014 - 12.2014

Project Management Operations Analyst

Lockheed Martin
09.2007 - 12.2013

Master of Arts - Organizational Management

University of Arizona Global Campus

Bachelor of Arts - Communications

University of New Mexico

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Conrad Maestas