Eduardo Bustos

Manage and investigate global wide receipt of internal and external communications, complaints regarding employees and/or company assets, Code of Business Conduct violations, criminal activity, consultations, and law enforcement liaison.

• Reduced potential legal exposure by conducting thorough investigations into alleged misconduct and recommending appropriate corrective actions.
• Maintained up-to-date knowledge of current and emerging compliance regulations.
• Identified, investigated and documented compliance violations and recommended corrective measures.

Supervises team assisting them with support, decision making and overall guidance. Managed day to day business needs by improving and growing the business metrics/process. Focused on employee engagement, structure, and loyalty with team members.

• Established trusted partnerships with vendors, negotiating favorable contract terms and conditions for clients.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Functions include Operational Excellence and Territory Management.

Role consisted of overseeing the implementation, adoption, and operation of digital care framework. The role involved coordination among interdisciplinary teams and vendors towards the successful implementation of components. Responsible for the adoption and increase use of digital technologies.

• Developed and implemented marketing strategies to use for launches, rebranding campaigns and promotions.
• Optimized website content for improved search engine rankings and increased web traffic.
• Utilized market trends and target audience statistics to effectively and appropriately market products.

Responsible for delivering an excellent End-to-End Customer Experience. Assisting our customers and peers in fulfilling AT&T products and services. Continuously improving and growing the business metrics/process. Directed a team of Project Managers who lead project initiatives within the business unit.

• Delivered exceptional client service by proactively addressing concerns, anticipating needs, and ensuring ongoing satisfaction throughout the project lifecycle.
• Managed multiple projects simultaneously, ensuring timely completion and exceeding client expectations.
• Coordinated closely with sales teams to identify potential opportunities for upselling additional services to existing clients.

Member of the AT&T Partner Exchange Customer Experience Team. Responsible for understanding the customer needs and building long-lasting relationships. Worked with numerous teams within channels in delivering an exceptional customer lifecycle. Educated customers/peers on new products and services.

• Developed custom training materials for partner organizations to support product adoption and overall business growth.
• Partnered closely with product development teams to ensure alignment between marketing efforts and product features or improvements.
• Trained sales team on effective selling techniques tailored towards specific markets, leading to improved performance metrics.

AT&T Retail Sales Consultant at a corporate store. Responsible for providing excellent customer experience to our clients. Expert in analyzing customer accounts and educating our clients in making the best possible choices with our products and solutions. Demonstrated outstanding performance and met all sales goals and objectives, (Top 5% of our market).

• Used consultative sales techniques to understand customer needs and recommend relevant products and services.
• Enhanced team performance by sharing successful sales strategies and best practices in regular team meetings.
• Collaborated with marketing teams to develop targeted promotional campaigns that drove customer interest and engagement.

Customer Contact Center Unit Manager led Team Managers providing support and business initiatives. Responsible in meeting all Government operational policies and requirements. Built associate engagement, structure, and loyalty. As a team we met all customer needs and exceeded delivery times by staying in 93% out of 100%.

• Evaluated employee performance regularly for professional growth opportunities, accountability measures, and feedback-driven improvement strategies.
• Increased staff retention rates with supportive leadership techniques, mentoring programs, and positive work environment initiatives.
• Assisted in development and implementation of policies, procedures, and regulations for unit operations.

Led a Corporate Banking Center operating as a business owner and leading a team effectively in client centric, sales and company culture. Managed day to day client traffic, engaging customers concerns and taking care of their needs. Built an associate empowered center to achieve Customer Satisfaction. As a team we were awarded the most prestigious award for overall top Banking Center (top 10% out of 350 centers).

• Resolved escalated customer issues promptly, demonstrating empathy and professionalism while reinforcing client trust in the bank's capabilities.
• Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
• Built and lead high-performance team focused on achieving sales and service goals.