Diana Rizo
Ocala,FL
Summary
Dynamic sales and service professional with extensive experience at AT&T Mobility. Demonstrated success in improving customer satisfaction and increasing revenue through effective coaching and data analysis. Skilled in Excel and project management. Bilingual communicator who excels at inspiring teams to achieve exceptional results and fostering a collaborative work environment.
Overview
10
10
years of professional experience
Work History
LEAD Team Sales Manager
AT&T
06.2024 - Current
- Monitored individual performance closely, providing constructive feedback during regular one-on-one meetings with each team member
- Lead Sales Collaboration with the areas to pinpoint sales productivity
- Hold Tailgates to establish sales pacing in Org to be able achieve daily targets
- Create decks to distribute information on updated sales and polices
- Increased overall team sales by implementing innovative training programs and coaching techniques
- Encouraged open communication within the team, fostering a positive work environment conducive to collaboration and problem solving
- Established clear performance metrics, leading to higher levels of individual accountability and success
- Streamlined sales processes to improve efficiency and boost productivity within the team
- Adapted quickly to new products or services offerings by maintaining ongoing education initiatives for both my team and I
- Led weekly meetings to review progress, identify opportunities for growth, and set new targets for the team
- Championed team morale and motivation by celebrating individual and group achievements, fostering a positive work culture that encouraged continuous growth and improvement
- Handled customer relations issues, enabling quick resolution, and client satisfaction
Customer Service Manager
AT&T
05.2023 - 06.2024
- Handled investigations for code of business violations
- Ensured all staff completed all compliance trainings and meeting
- Created documentation process for progressing steps
- Created and implemented data tracking thru excel and PowerBi
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Took ownership of customer issues and followed problems through to resolution
- Reduced customer complaints, proactively addressing issues and implementing effective solutions by creating coaching’s and skill transfers
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers
- Designed incentive programs to motivate staff and improve service levels
Methods & Processes Administrative Assistant
AT&T
04.2022 - 05.2023
- Managed sensitive information with discretion, always maintaining strict confidentiality standards
- Enhanced virtual organization by developing a comprehensive filing system in share points for easy document retrieval
- Collaborated with cross-functional teams to streamline project management workflows, increasing efficiency and accountability
- Supported human resources initiatives through effective onboarding procedures for new hires, fostering positive employee experiences from day one
- Contributed to the successful execution of company events through diligent planning and logistical support
- Managed schedule coordination for department meetings, improving communication and collaboration among team members
- Supported departmental goals and objectives by taking on special projects as needed, consistently delivering high-quality results
- Maintained accurate records of departmental expenses, assisting in budget tracking and reporting
- Reduced errors in data entry tasks by implementing thorough proofreading and fact-checking techniques
- Assisted in the development of new process documentation to ensure consistency across departments
- Served as a liaison between departments, facilitating clear communication and ensuring timely completion of tasks
- Streamlined administrative processes by implementing efficient methods and procedures, resulting in improved productivity
- Assisted with the preparation of presentation materials, providing high-quality visuals that effectively conveyed key messages during meetings or conferences
- Expedited resolution time for IT issues by serving as the primary point of contact between staff members and the IT department
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Assisted coworkers and staff members with special tasks on daily basis
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency
- Volunteered to help with special projects of varying degrees of complexity
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service
- Established administrative work procedures to track staff's daily tasks
- Facilitated timely delivery of special projects to meet organizational and departmental objectives
Lead Senior Sales Trainer
AT&T
04.2021 - 04.2022
- Mentored junior trainers, fostering their professional development and enhancing the overall quality of training delivered
- Championed collaboration among peers by organizing regular knowledge-sharing sessions across departments within the company
- Facilitated ongoing communication between sales teams and management, ensuring transparency in goals, progress, and expectations
- Streamlined training processes by incorporating technology and innovative teaching methods for increased efficiency and engagement
- Evaluated existing training materials, identifying gaps in content, and updating resources for better alignment with business objectives
- Provided strategic guidance on account management techniques for maintaining long-term client relationships while maximizing revenue opportunities
- Established a culture of continuous improvement by encouraging feedback from trainees on course content and delivery methods
- Conducted regular assessments of sales team members, providing feedback for improved performance and growth
- Boosted overall company revenue with targeted sales training initiatives tailored to specific markets
- Enhanced sales skills of employees through personalized coaching sessions and hands-on workshops
- Increased sales team performance by developing and implementing comprehensive training programs
Team Sales Manager
AT&T
11.2019 - 03.2021
- Monitored individual performance closely, providing constructive feedback during regular one-on-one meetings with each team member
- Increased overall team sales by implementing innovative training programs and coaching techniques
- Encouraged open communication within the team, fostering a positive work environment conducive to collaboration and problem solving
- Established clear performance metrics, leading to higher levels of individual accountability and success
- Streamlined sales processes to improve efficiency and boost productivity within the team
- Adapted quickly to new products or services offerings by maintaining ongoing education initiatives for both my team and I
- Led weekly meetings to review progress, identify opportunities for growth, and set new targets for the team
- Championed team morale and motivation by celebrating individual and group achievements, fostering a positive work culture that encouraged continuous growth and improvement
- Handled customer relations issues, enabling quick resolution, and client satisfaction
Sales and Service Representative
AT&T
05.2015 - 10.2019
- Increased customer satisfaction by providing knowledgeable assistance and addressing their needs promptly
- Built rapport with clients, resulting in a high rate of repeat business and positive feedback from satisfied customers
- Implemented upselling techniques to capitalize on existing client relationships for increased revenue generation
- Achieved sales targets consistently by utilizing persuasive communication skills and product expertise
- Managed key accounts effectively by proactively addressing concerns or issues, ensuring high levels of customer retention and satisfaction
Skills
- Bilingual
- Excel
- Power Bi
- Presentation Design
- Project management
- Data Analysis
- Problem Solving
- Inspire and engage coaching
- Leadership and communication
Accomplishments
- AT&T service excellence award 2022
- AT&T service excellence award 2023
Timeline
LEAD Team Sales Manager
AT&T
06.2024 - Current
Customer Service Manager
AT&T
05.2023 - 06.2024
Methods & Processes Administrative Assistant
AT&T
04.2022 - 05.2023
Lead Senior Sales Trainer
AT&T
04.2021 - 04.2022
Team Sales Manager
AT&T
11.2019 - 03.2021
Sales and Service Representative
AT&T
05.2015 - 10.2019