Daniel Cordova
Summary
Dynamic and adaptable professional with over 10 years of experience in customer service, training, and youth care within call center and residential facility settings. Recognized for exceptional communication, problem-solving, and mentoring abilities, consistently fostering team performance while maintaining secure, positive environments. Proficient in CRM systems, call retention strategies, and performance coaching, with a strong foundation in youth supervision and safety management. Currently pursuing an AAS in Computer Engineering, combining technical expertise with hands-on leadership experience to excel in roles that demand flexibility, teamwork, and a commitment to excellence.
Overview
17
17
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Residential Sales Representative\
Unity Connect
09.2025 - Current
- Conducted thorough market research to identify prospective customers and develop tailored sales pitches.
- Respond to inquiries and match customers with appropriate internet packages
- Built relationships with customers to encourage repeat business.
- Solved customer challenges by offering relevant products and services.
Youth Care Worker
Southwest Keys
06.2021 - 03.2025
- Monitored and provided care for youths ages 10–17 in a structured facility environment, ensuring their safety, well-being, and adherence to program guidelines. Maintained security of the facility by supervising the main entrance, screening, and verifying staff during shift changes, and conducting regular perimeter checks. Responded to safety concerns, enforced rules to maintain order, and supported a positive and secure environment for both staff and residents.
Customer Service Representative – Retention Specialist
Spectrum
01.2018 - 05.2021
- Experienced call center professional with a strong background in training, mentoring, and performance support. Skilled in assisting customers with maximizing value while upholding core organizational values. Proficient in CRM and CSG systems, with hands-on experience mentoring peers and guiding them through system navigation and best practices. I am currently serving as a mentor and chat support resource, helping agents resolve system challenges in real time. Demonstrated ability to deliver training, provide coaching, and foster engagement in both group and one-on-one settings. Brings proven expertise in adult learning, call center operations, and customer service excellence, with the ability to act as a Subject Matter Expert to drive trainee success and business performance.
Customer Service Representative; Retention Agent
Teleperformance
08.2011 - 12.2017
- Provided frontline support for HughesNet satellite internet services by operating multiple computer systems and applications to troubleshoot and resolve technical issues. Maintained a calm and professional demeanor during high-stress interactions, using effective communication and problem-solving skills to de-escalate situations and deliver a positive customer experience. Developed effective solutions to keep calls on target, manage handle times, and meet service-level agreements while ensuring customer satisfaction. Promoted and upsold products and service packages tailored to customer needs, which improved retention rates and supported revenue growth. Consistently achieved or exceeded performance metrics, including quality assurance standards, customer satisfaction scores, and retention goals, while collaborating with peers and supervisors to share best practices and contribute to a culture of continuous improvement within the call center.
Customer Service Representative
Dish Network Call Center
07.2010 - 05.2011
- Provided customer support for Dish Network television services and bundled accounts with partnered providers, utilizing multiple computer systems and applications to diagnose and resolve service issues. Ensured an efficient and professional experience by maintaining acceptable call handle times while delivering thorough troubleshooting and solutions tailored to customer needs. Demonstrated effective communication and customer service skills by addressing concerns promptly, maintaining customer satisfaction, and supporting account retention efforts.
Sales Representative
American Customer Care
02.2010 - 07.2010
- Provided customer support for Timelife orders, assisting customers with placing new orders and resolving inquiries through multiple computer systems and applications. Leveraged each interaction as an opportunity to inform customers about additional products and services, enhancing customer engagement and increasing sales. Maintained a professional and attentive approach to ensure customer satisfaction, accuracy, and timely resolution of concerns.
Customer Service Representative
Convergys
08.2008 - 02.2009
- Delivered technical support and troubleshooting assistance for Comcast internet and phone services using multiple computer systems and applications. Maintained efficient call handle times while ensuring customer satisfaction through clear communication and problem-solving. Provided guidance to customers on service usage, issue resolution, and account management, contributing to service retention and overall call center performance.
Education
AAS - Computer Science
Texas Southmost College
Brownsville, TX12-2026
High School Diploma - undefined
James Pace High School
Brownsville, TX06.2008
Skills
- Customer Service Excellence
- Retention & Sales Strategies
- Training & Mentorship
- CRM & CSG Systems
- Troubleshooting Internet & Satellite Services
- Bilingual: English & Spanish
- Communication & Interpersonal Skills
- Problem Solving & Conflict Resolution
- Team Leadership & Collaboration
- Adaptability & Multi-Tasking
Youth supervision
Behavior management
Certification
CPR
Accomplishments
Top-performing Retention Specialist on the company team
Timeline
Residential Sales Representative\
Unity Connect
09.2025 - Current
Youth Care Worker
Southwest Keys
06.2021 - 03.2025
Customer Service Representative – Retention Specialist
Spectrum
01.2018 - 05.2021
Customer Service Representative; Retention Agent
Teleperformance
08.2011 - 12.2017
Customer Service Representative
Dish Network Call Center
07.2010 - 05.2011
Sales Representative
American Customer Care
02.2010 - 07.2010
Customer Service Representative
Convergys
08.2008 - 02.2009
High School Diploma - undefined
James Pace High School
AAS - Computer Science
Texas Southmost College