Summary
Overview
Work History
Education
Skills
Timeline
Generic

Flor Carmona

El Paso,TX

Summary

Experienced professional dedicated to driving growth and transformation at Verizon. Skilled in coaching and developing employees, fostering emotional intelligence, and promoting a growth mindset. Committed to modeling resilience during times of uncertainty and effectively communicating business needs.

Overview

11
11
years of professional experience

Work History

CS Digital Tech Specialty Sup

Verizon Wireless
El Paso , TX
10.2023 - Current
  • Leading and inspiring technology team to deliver premium customer experiences, aligned with our company's values, goals, and strategy.
  • Overseeing WFM processes, rules of engagement to protect our brand, and elevate customer experience.
  • Collaborating with other departments, working with analysts to understand strategy and execution initiatives.
  • Monitoring esc volume, identifying WFM inbound trends, and lifting to appropriate partners as needed.
  • Monitoring and assessing team performance, providing regular feedback and coaching to enhance team members' skills and capabilities.
  • Serving as a role model for first-class customer service, leading by example, and inspiring the team to deliver excellence.
  • Following and applying policies, procedures, and guidelines appropriately and setting an example for communication skills, work ethic, and judgment.

  • Challenging the status quo on how we deliver on customer experience, recommending updates to processes, policies and procedures to improve the customer journey.

  • Creating and driving change by modeling resiliency during times of uncertainty, removing obstacles for others, ensuring that others understand the “why” behind changes and using ambiguity as a spark to help others create new possibilities.

Messaging Coord Supervisor

Verizon Wireless
El Paso, TX
10.2021 - 10.2023
  • Collaborated with peers to provide guidance to our teams around obsessing over our customers and providing an excellent experience.
  • Extensive experience in leading and creating the framework for calibrations, huddles, and meetings.
  • Consulted by peers on ways to measure the success of our team at meeting goals, as well as creating a positive team culture.
    Instrumental in keeping team informed about company news, as well as system changes.
  • Collected data to analyze trends and determine areas of opportunity.
    Have extensive experience providing direct one-on-one coaching and completing check-ins for meeting goals.
  • Coached in troubleshooting and tech knowledge, providing direct feedback regarding areas of opportunity.
  • Creates content utilizing G-Suite to expand the working knowledge of my peers via team huddles and meetings.
  • Leading and inspiring the technology team to deliver premium customer experiences, aligned with our company's values, goals, and strategy.

Messaging Supervisor Technical Support

Verizon Wireless
El Paso, TX
06.2021 - 11.2021
  • Leading and inspiring technology team to deliver premium customer experiences, aligned with our company's values, goals, and strategy.
  • Provided effective feedback, coaching, and training. Facilitated team meetings.
  • Monitored live messages and past customer interactions to prepare documentation needed to coach and develop each representative.
  • Monitored and assessed team performance to enhance team members' skills and capabilities.
  • Working with a team for out-of-the-box solutions, motivated employees and peers in engagement, best practices, and contests.
  • Following and applying policies, procedures, and guidelines appropriately and setting an example for communication skills, work ethic, and judgment.

Customer Service Messaging Supervisor

Verizon Wireless
El Paso, TX
09.2020 - 06.2021
  • Help representatives understand the value of their job and how it contributes to the mission and strategy of Verizon.
  • Lead, motivate, and develop a customer care team to deliver exceptional service.
  • Ensure that resources are in place and reps trained, so that customer issues are resolved quickly.
  • Tracked and managing call volume for optimal efficiency.
  • Maintained the highest quality of service by monitoring employee-customer interactions and coaching the team on how to improve.
  • Applied policies, procedures, and guidelines appropriately and set the example for communication skills, work ethic, and judgment.

Acting Bilingual Messaging Supervisor Technical Su

Verizon Wireless
El Paso, TX
01.2020 - 09.2020
  • Directed and supervised team of 15 employees in daily operations.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Complied with company policies, objectives and communication goals.
  • Fostered a positive and motivating work environment, leading to an increase in team morale.
  • Prepared and presented reports on team performance, challenges, and achievements to senior management.
  • Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.

Acting Bilingual Voice Supervisor

Verizon Wireless
El Paso, TX
08.2019 - 01.2020
  • Leading, motivating, and developing a customer care team to deliver exceptional service.
  • Ensuring that resources are in place and trained, so that customer issues are resolved quickly.
  • Tracking and managing call volume for optimal efficiency. Maintaining the highest quality of service by monitoring employee-customer interactions and coaching the team on how to improve.
  • Applying policies, procedures, and guidelines appropriately and setting the example for communication skills, work ethic, and judgment.
  • Ensuring that resources are in place and trained, so that customer issues are resolved quickly.
  • Tracking and managing call volume for optimal efficiency.
  • Maintaining the highest quality of service by monitoring employee-customer interactions and coaching the team on how to improve.
  • Applying policies, procedures, and guidelines appropriately and setting the example for communication skills, work ethic, and judgment.

Transition Support Coach

Verizon Wireless
El Paso, TX
04.2018 - 08.2018
  • Approving OCCs for the front line. Approve Manual Equipment/Accessory Discounts for the front line.
  • Credit suppression processing.
  • Answering front-line questions/support.
  • In-the-moment coaching and feedback on the above processes, with the help of the Integrated Coaching Tool (ICT).
  • Developed peers by delegating responsibilities to run the new hire team effectively.
  • Created partnership with our trainers, supervisors, and support to use resources and to help find new ways to drive performance and ensure customer satisfaction.
  • Teach support new ways to make their duties easier, using resources to reach a solution more effectively.
  • Provide the team with metrics on their personal and center stats to bridge the gap of where they stand and how to reach their full potential.

Customer Relations Team Advocate

Verizon Wireless
El Paso, TX
10.2016 - 12.2017
  • Take escalated calls, use strong analytical and problem-solving skills to ensure customers walk away as promoters by reaching amicable solutions that benefit both my customers and Verizon.
  • Troubleshooting issues in hardware, software, applications, network, and devices ensures performance and a positive customer experience.
  • Provided floor support to my team, drove results, and engaged team members to participate in center incentives/focus.
  • Responsible for sharing promotions to encourage upgrades, emailing performance, creating contests to drive team motivation.
  • Provide feedback to my peers and make sure I empower them with best practices to ensure we are all successful as a team.

Transition Coach/CRT

Verizon Wireless
El Paso, TX
06.2016 - 10.2016
  • Coach representatives and provide feedback one-on-one to correct behaviors that may impact the center in a negative way.
  • Teach the representatives new ways to make their duties easier using resources to reach a solution more effectively.
  • Provide the team with metrics on their personal and center stats to bridge the gap of where they stand and how to reach full potential.
  • Created a partnership with our trainers to encourage new representatives to use resources and to help find new ways to drive performance and ensure customer satisfaction.
  • Provide the team with metrics on their personal and center stats to bridge the gap of where they stand and how to reach their full potential.
  • Created a partnership with our trainers to encourage new representatives to use resources and to help find new ways to drive performance and ensure customer satisfaction.

Transition Support/ CRT

Verizon Wireless
El Paso, TX
09.2015 - 01.2016
  • Developed and executed an action plan tailored to the representative by identifying trends and opportunities to ensure their success and team success.
  • Responsible for delivering team huddles, emailing performance, and making sure representatives comply with the policies and procedures.
  • Provide feedback to my reps and develop skills by making sure I empower them with best practices.
  • Worked with low-performing representatives, enforced strengths, and developed action plans to develop the skills needed to lead.

Specialist/ Advocate/ CRT

Verizon Wireless
El Paso, TX
08.2013 - 12.2017
  • Took regular and escalated billing and technical support calls used resources to ensure resolution.
  • Trusted to provide floor support to my team while supervisor was out, submitted readouts.
  • Given responsibility to deliver new products, new promos during team huddles, and emailing performance to know what goal is and what the action plan is to reach it.
  • Provided feedback to my peers/skill drill on opportunities during call to ensure performance was exceeding expectations.
  • Researched and analyzed customer feedback to identify areas of improvement.
  • Generated reports to track performance metrics of team members.

Education

Bachelor of Arts - History

University of Texas At El Paso
El Paso, TX
12-2008

High School Diploma -

Jefferson High School
El Paso, TX
05-2003

Skills

  • Process Improvement
  • Employee Motivation
  • Servant leadership
  • Teamwork
  • Lead by example
  • Leading Change
  • Emotional Intelligence Development
  • Communication

Timeline

CS Digital Tech Specialty Sup

Verizon Wireless
10.2023 - Current

Messaging Coord Supervisor

Verizon Wireless
10.2021 - 10.2023

Messaging Supervisor Technical Support

Verizon Wireless
06.2021 - 11.2021

Customer Service Messaging Supervisor

Verizon Wireless
09.2020 - 06.2021

Acting Bilingual Messaging Supervisor Technical Su

Verizon Wireless
01.2020 - 09.2020

Acting Bilingual Voice Supervisor

Verizon Wireless
08.2019 - 01.2020

Transition Support Coach

Verizon Wireless
04.2018 - 08.2018

Customer Relations Team Advocate

Verizon Wireless
10.2016 - 12.2017

Transition Coach/CRT

Verizon Wireless
06.2016 - 10.2016

Transition Support/ CRT

Verizon Wireless
09.2015 - 01.2016

Specialist/ Advocate/ CRT

Verizon Wireless
08.2013 - 12.2017

Bachelor of Arts - History

University of Texas At El Paso

High School Diploma -

Jefferson High School

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Flor Carmona