Crystal Acuna
Dallas
Summary
People-focused Supervisor and team leader with a strong foundation in coaching, training, and performance development. Promoted through roles of Sales Agent, Mentor POC, and Supervisor based on consistent results and demonstrated leadership capability. Adept at motivating teams, managing daily operations, and delivering exceptional customer experiences. Seeking to bring leadership, organization, and service excellence to a growth-oriented organization.
Overview
4
4
years of professional experience
Work History
Retention Supervisor
Spectrum
Pharr, TX
03.2025 - 11.2025
- Promoted from Mentor POC into a Supervisor role with expanded responsibility for team performance, coaching, and operational results.
- Lead, coach, and hold agents accountable to quality, sales, retention, and customer experience standards.
- Manage performance trends through call audits, KPI tracking, and corrective action plans.
- Handle escalated customer and employee concerns, ensuring timely and professional resolution.
- Drive team engagement through structured huddles, one-on-one meetings, and ongoing development support.
Mentor POC
Spectrum
Pharr, TX
10.2024 - 03.2025
- - Acted as the main point of contact for the team, handling questions, support, and communication between agents and supervisors. (Leading Team huddles).
- - Trained new agents on proper call flow, using demonstrations and one-on-one guidance.
- - Audited calls regularly to check for quality, accuracy, and compliance with call flow.
- - Coached agents on call handling, soft skills, and behavior, providing clear, constructive feedback.
- - Documented all coaching sessions and followed up with agents to track progress and improvement.
- - Worked with supervisors to schedule and manage coaching sessions, ensuring consistent support for the team.
Sales/Retention Agent
Spectrum
Pharr, TX
04.2024 - 03.2025
- - Listen actively to understand customer concerns, frustrations, or service gaps. Use empathy, product knowledge, and problem-solving skills to resolve issues on the first call whenever possible.
- - Identify opportunities to upgrade or add services utilizing the call flow.
- - Meet or exceed retention and sales targets through persuasive communication and a consultative approach.
- - Share successful save strategies and objection-handling techniques with peers, during team huddles.
Real Estate Agent
TNT Real Estate / VP Home Sales
RGV, TX
01.2022 - Current
Education
High School Diploma -
Dubiski Career
Grand Prairie, TXSkills
- LEADERSHIP AND TEAM MANAGEMENT
- PERFORMANCE MONITORING AND FEEDBACK
- COMMUNICATION AND INTERPERSONAL SKILLS
- SOLVING AND DECISION-MAKING
- TIME MANAGEMENT
- MOTIVATION AND ENCOURAGEMENT
- ACTIVE LISTENING AND ENGAGEMENT
- MICROSOFT OFFICE
- RELATIONSHIP BUILDING
Timeline
Retention Supervisor
Spectrum
03.2025 - 11.2025
Mentor POC
Spectrum
10.2024 - 03.2025
Sales/Retention Agent
Spectrum
04.2024 - 03.2025
Real Estate Agent
TNT Real Estate / VP Home Sales
01.2022 - Current
High School Diploma -
Dubiski Career