Gabriel Delgado
Chandler,Az
Summary
I am customer focused expert with 6 years of experience in resolving complex and escalated customer situations. I want to use my proven skills within the broadband and mobility fields to further support AT&T's Guarantee by guiding our frontline agents to effective one call resolutions. I want to contribute by providing actionable feedback on all agent interactions will further support AT&Ts training program and develop I am eager to apply my strong problem-solving skills and calm demeanor to manage escalations and contribute to positive customer outcomes.
Overview
11
11
years of professional experience
Work History
Client Service Specialist
AT&T
01.2020 - Current
- Apart from the first team of CSS for Mesa and NCVCC call centers
- Lead agents in resolving complex situations using broadband and mobility expertise to guide agents to effective one call resolutions
- Improve agent skills within all relevant systems and troubleshoot any system issues agent may experience
- Take over escalated calls real time to collaborate with customers to resolve complex issues
- Document all interactions with agents to provide actionable feedback to improve processes and customer satisfaction.
MI60 NCVCC
06.2021 - 10.2022
- Contributed to supporting first all virtual call center with over 400 agents.
- Assisted all new hires classes by ensuring all disconnect procedures were followed and reporting data to leadership daily
- Responsible for assisting agents live on the phone with various support assistance
- Took over all escalated calls and built effective resolution for customers.
MI60 Mesa Call Center
11.2020 - 06.2021
- Responsible for supporting an entire CSM team by answering questions, taking over customer escalations and driving behaviors that led to an overall excellent customer experience
- Following up on Voice of the customer survey results to provide an effective resolution for the customer and improve overall customer satisfaction
Customer Loyalty Representative 1
03.2020 - 11.2020
- Responsible for taking inbound phone calls focused on exceptional customer service and long-term customer retention
- Responsible for obtaining monthly sales and retention goals on a consistent basis
Store Associate
Aldi
01.2019 - 01.2020
- Supported customers with various shopping needs and questions.
- Maintain a clean and safe environment by performing inventory counts and securing merchandise.
- Coordinated weekly rollouts of new sales products and placement of new products within the store.
- Aided 3 grand openings of Aldi stores around the Oswego area
- Adapted to new weekly sales themes and different sales offers.
Department Manager
McDonalds
01.2015 - 01.2020
- Handled managing a kitchen team of 15 individuals.
- Developed training programs to improve overall food handling knowledge.
- Established strong connections with community by holding community events throughout the area.
- Managed shift managers during morning, lunch and dinner shift.
- Contributed to reducing food costs by 10-20% for 3 McDonald locations within the Kory Organization.
- Supervised self service kiosk rollout for Plainfield locations
Education
Associate in General Business - Business
Chandler-Gilbert Community College
12-2025
Skills
- Conflict Resolution
- Documentation & Reporting
- Adaptability
- Conflict Mitigation
- Agent engagement and support
- Customer Escalation Management
- Problem-Solving & Troubleshooting
- New employee training
- Exceptional communicator
Websites
Timeline
MI60 NCVCC
06.2021 - 10.2022
MI60 Mesa Call Center
11.2020 - 06.2021
Customer Loyalty Representative 1
03.2020 - 11.2020
Client Service Specialist
AT&T
01.2020 - Current
Store Associate
Aldi
01.2019 - 01.2020
Department Manager
McDonalds
01.2015 - 01.2020
Associate in General Business - Business
Chandler-Gilbert Community College
Contact
- 669 E Los Arboles Pl Chandler, Az 85225
- Phone: 815 661 0920
- Email: gabrieldelgado61@gmail.com