George Landeros
Manager, Consumer Field Operations
FRESNO,CA (California)
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving. Works daily with Communications Workers of America for employee coaching, suspensions, and terminations.
Overview
89
89
years of professional experience
Work History
Manager, Consumer Field Operations
AT&T Communications
Fresno, CA
04.2014 - Current
- Works closely with union representatives Communication Workers of American to resolve issues and improve relationships.
- Single Point of Contact for Employee Health and Safety.
- Organized Safety Rodeos for Consumer Field Operations Organization.
- Performed daily observations, chart performance results, documented coaching.
- Resolve staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maintain professional, organize and safe environment for employees and patrons.
- Accomplish multiple tasks within established timeframes.
- Recruit and hire top performers to add talent and value to department.
- Apply customer feedback to develop process improvements and support long-term business needs.
- Evaluate employees' strengths and assigned tasks based upon experience and training.
- Keep detailed records of daily progress to identify and correct areas needing improvement.
Customer Service Representative
AT&T Communications
Fresno, CA
07.1994 - 07.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Collected and analyzed customer information to prepare product or service reports.
- Recorded account information to open new customer accounts.
- Updated account information to maintain customer records.
- Processed customer adjustments to maintain financial accounts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Educated customers about billing, payment processing and support policies and procedures.
Directory Assistance Operator
AT&T Communications
Fresno, CA
01.1990 - 06.2022
- Maintained Average Work Time taking more 1,500 call per day.
- Accessed number directories to provide relevant information to callers.
- Helped callers locate specific businesses, residences or public buildings with mapping assistance.
- Connected local and long distance calls.
- Answered questions about third-party charges and refunded incorrect bills.
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
- Performed data entry operations to update database with customer responses.
Maintenance Splicing Technician
AT&T Communications
Fresno, CA
07.1996 - 07.2014
- Planned layouts and ran cable into buildings and through walls, attics and crawl spaces.
- Responded to service requests during and after business hours.
- Coordinated installation of new users and relocations of existing users.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications.
- Worked closely with network administrators and server engineers to deliver quality service.
- Installed and configured new devices and system components.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Identified issues, analyzed information and provided solutions to problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Staff Associate
AT&T Communications
Fresno, CA
06.1992 - 07.1994
- Process bills and vouchers for Network Operations.
- Used data processing and statistical software to process large amounts of data and paperwork.
- Recorded and tracked operational expenses to identify and eliminate wasteful spending.
- Organized corporate travel by tracking various travel expenses and devising comprehensive travel strategy.
- Created and updated records and files to maintain document compliance.
- Prepared mail and packages for shipment, pickup and courier services to expedite delivery.
- Sorted, opened and routed mail and deliveries to meet business requirements.
- Assisted management with activities to plan and oversee events and programs.
- Maintained well-stocked and organized office supply room to aid in inventory management.
- Answered phones to process requests, transfer calls or relay messages to appropriate personnel.
Education
No Degree - Business Administration And Management
National University
La Jolla, CA 05.2001 -
No Degree - Business Administration And Management
Fresno City College
Fresno, CA 05.2001 -
No Degree - Business Administration And Management
Fresno Pacific University
Fresno, CA 05.2001 -
Skills
Staff Management
Policies and procedures
Project Management
Team Building
Coaching and mentoring
Verbal and written communication
Operations management
Business administration
Schedule Coordination
Job inspections
Team Supervision
Training and mentoring
Program leadership
Improvement initiatives
Accomplishments
- Supervised team of 22 staff members directly and relief supervisor for over150 technicians.
- Documented and resolved performance issues which led to exceeding results in Efficiency and Productivity.
- Successfully planned and organized Safety Rodeos for Consumer Field Operations Oranization for over 150 employees.
- Have met targets for Dispatch Efficiency, Efficiency and Quality and received Exceeds Expectations for 2021.
Timeline
Manager, Consumer Field Operations
AT&T Communications
04.2014 - Current
No Degree - Business Administration And Management
National University
05.2001 -
No Degree - Business Administration And Management
Fresno City College
05.2001 -
No Degree - Business Administration And Management
Fresno Pacific University
05.2001 -
Maintenance Splicing Technician
AT&T Communications
07.1996 - 07.2014
Customer Service Representative
AT&T Communications
07.1994 - 07.2022
Staff Associate
AT&T Communications
06.1992 - 07.1994
Directory Assistance Operator
AT&T Communications
01.1990 - 06.2022