Summary
Overview
Work History
Education
Skills
Qualifications Summary
Timeline
Generic

Eric Anthony Delgado

San Antonio,TX

Summary

To obtain a challenging position where I can maximize my leadership skills, utilize my knowledge and expertise in all lines of service (Disney+, ESPN+, Hulu) workflows and processes, and have ongoing professional growth. Client-focused professional experienced in fast-paced environments that demands strong organizational, technical, analytical and interpersonal skills. Strong attention to detail as well as excellent verbal and written communication skills. In addition, skills that also include learning new concepts quickly, working well under pressure and communicating ideas clearly and effectively. Also, the adaptability in working well in a team setting to address any conflicts or concerns professionally and constructively. Constantly striving to strengthen and refine professional effectiveness. Experienced with client relationship management, enhancing customer satisfaction. Utilizes effective communication and problem-solving to address client needs and improve service delivery. Track record of fostering teamwork and collaboration to achieve business goals. Professional with strong background in client relationship management and service delivery. Proven ability to drive results through strategic planning, effective communication, and problem-solving. Adept at fostering team collaboration and adapting to changing demands to ensure consistent, high-quality outcomes. Skilled in account management, customer satisfaction, and project coordination.

Overview

15
15
years of professional experience

Work History

Account Service Manager

Red Bull Distribution
08.2024 - Current
  • Provided ongoing training and development opportunities for team members, fostering a culture of continuous improvement within the organization.
  • Conducted regular reviews of account performance, identifying opportunities for growth and recommending actionable improvements.
  • Collaborated with sales and marketing teams to develop customized strategies for key accounts, resulting in improved customer retention rates.
  • Established clear lines of communication between stakeholders involved in the account management process, fostering collaboration across teams.
  • Spearheaded cross-functional initiatives to resolve complex account issues and ensure seamless service delivery.
  • Monitored industry trends and competitor activities to inform strategic decision-making within the organization effectively.
  • Implemented data-driven strategies for optimizing account performance, ensuring accurate tracking of key metrics and benchmarks.

Viewer Experience Advocate

Disney Streaming Services
10.2018 - 08.2024
  • Proficient and trained in all lines of business including Disney+, ESPN+, and Hulu
  • Knowledge of workflows and processes while exceeding performance metrics (Quality, Adherence, Experience, Concession Rate, etc.)
  • Assist Training team by mentoring, developing, and role playing with new hires during the nesting process while also providing feedback and guidance
  • Utilized for side-by-sides with Marketing representatives from Santa Monica to improve viewer and VXA experience
  • Supported with launch of Disney+, Pilot for Hulu Retention, Disney+ retention and currently working on the pilot for ESPN+ Retention
  • Designed both ESPN+ content website and Team Performance Stats page
  • Persistent participation in creating Huddle Decks, Power Points and providing Analytics for Team Huddles while re-posting slides in the slack room for easy visibility
  • Troubleshooting different models of TV's, updating app versions, 3rd party devices, and internet browsers/connectivity to ultimately find a resolution for their service not working properly
  • Working remotely while exceeding performance metrics since March of 2020
  • Provided ongoing training and development opportunities for team members, fostering a culture of continuous improvement within the organization.
  • Conducted regular reviews of account performance, identifying opportunities for growth and recommending actionable improvements.
  • Demonstrated empathy when interacting with viewers, using active listening skills to understand their concerns fully before offering solutions.
  • Supported continuous process improvement efforts by suggesting innovative ideas for enhancing customer support systems and procedures.

Culture Service Growth (CSG)
07.2014 - 10.2018
  • Handled customer inquiries, complaints, billing questions and payment extension/service requests
  • Calm angry callers, repair trust, and locate resources for problem resolution and design best-option solutions
  • Officially commended for initiative, enthusiasm, empathy, persuasiveness, intense customer focus and dependability in performance evaluations resulting in promotion
  • Manage high-volume workload within a deadline-driven environment
  • Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume)

Security Service Federal Credit Union
03.2013 - 07.2014
  • Member contact center service representative
  • Respond to account inquiries / account maintenance
  • Cross-selling appropriate products and services
  • Performing duties to enhance the credit union relationship with members

The Cheesecake Factory
03.2010 - 03.2013
  • Handle multiple sections building customer relations
  • Ensure guests receive full satisfaction
  • File new hire training forms, menu forms, in-training forms, etc
  • Restaurant trainer/mentor/TABC Certified

Education

Associate in Applied Science Degree - Graphic & Web-Design

Sanford-Brown College
San Antonio, TX
08.2014

Some College - Basics & Web Design

Northwest Vista College
San Antonio, TX
05.2007

High School Diploma -

Tom C. Clark High School
San Antonio, TX
05.2005

Skills

  • MS Office Suite
  • Adobe Master Collection
  • Photoshop
  • Illustrator
  • After Effects
  • Verbal communication
  • Written communication
  • Interpersonal communication
  • MAC
  • PC
  • Typing 75 wpm
  • People skills
  • Self motivated
  • Mobile DJ Service
  • Sound and lighting
  • AV
  • Sound boards
  • Upselling strategies
  • Data-driven decision making
  • Technical aptitude
  • CRM software proficiency
  • Account growth
  • Positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Multitasking Abilities
  • Effective communication
  • Decision-making
  • Problem resolution
  • Relationship building

Qualifications Summary

To obtain a challenging position where I can maximize my leadership skills, utilize my knowledge and expertise in all lines of service (Disney+, ESPN+, Hulu) workflows and processes, and have ongoing professional growth. Client-focused professional experienced in fast-paced environments that demands strong organizational, technical, analytical and interpersonal skills. Strong attention to detail as well as excellent verbal and written communication skills. In addition, skills that also include learning new concepts quickly, working well under pressure and communicating ideas clearly and effectively. Also, the adaptability in working well in a team setting to address any conflicts or concerns professionally and constructively. Constantly striving to strengthen and refine professional effectiveness.

Timeline

Account Service Manager

Red Bull Distribution
08.2024 - Current

Viewer Experience Advocate

Disney Streaming Services
10.2018 - 08.2024

Culture Service Growth (CSG)
07.2014 - 10.2018

Security Service Federal Credit Union
03.2013 - 07.2014

The Cheesecake Factory
03.2010 - 03.2013

Some College - Basics & Web Design

Northwest Vista College

High School Diploma -

Tom C. Clark High School

Associate in Applied Science Degree - Graphic & Web-Design

Sanford-Brown College

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Eric Anthony Delgado