Isis Nava
San Diego,CA
Summary
Dynamic Senior Executive Resolution Management professional with a proven track record in executive escalation resolution, customer service excellence, and data analysis within the telecommunications sector. Expertise in navigating high-pressure environments to deliver timely and effective solutions for complex customer challenges while analyzing data trends to ensure regulatory compliance and enhance operational efficiency. Exceptional communication skills, complemented by bilingual fluency in English and Spanish, facilitate the development of robust stakeholder relationships. Committed to driving results through innovative problem-solving and strategic alignment with corporate objectives, with core competencies in executive resolution management, process improvement, and team leadership.
Overview
26
26
years of professional experience
Work History
Senior Executive Resolution Manager - Office of the President
AT&T
San Diego, CA
05.2022 - 01.2025
- Manage escalations and resolutions for high-profile customer cases, providing detailed communication to senior executives, including the CEO and external stakeholders (e.g., BBB, FCC, regulatory agencies).
- Conduct in-depth root cause analysis to identify trends and implement long-term corrective actions.
- Oversee comprehensive data management, ensuring accuracy, consistency, and actionable insights in reporting trends and performance metrics to executive leadership.
- Develop and execute process improvements to enhance operational efficiency and customer satisfaction.
- Maintain adherence to industry regulations and corporate policies, ensuring compliance and mitigating risks.
- Provide formal documentation and reporting of resolution outcomes to stakeholders, ensuring transparency and alignment.
- Strategically align initiatives with corporate objectives, driving alignment across teams and processes.
- Spearheaded initiatives to reduce escalation resolution time, increasing customer satisfaction scores.
- Enhanced reporting processes, streamlining data tracking and analysis to support executive decision-making.
Service Representative - San Diego Office of the President
AT&T
San Diego, CA
01.2007 - 05.2022
- Investigated and resolved legal and regulatory escalations for business and residential accounts, exceeding customer satisfaction benchmarks and maintaining quality for high-stakes cases.
- Analyzed case trends to recommend process improvements, aligning with organizational goals.
- Trained peers and supported management in optimizing performance metrics.
- Recognized for consistent excellence in managing high-volume escalations in a fast-paced environment.
- Designed and implemented process improvements that boosted team efficiency and resolution accuracy.
Service Representative - National Back Office
AT&T
San Diego, CA
03.2004 - 01.2007
- Managed DSL escalations and quality improvement initiatives, ensuring error-free service delivery.
- Supported team and managerial objectives, driving operational success through effective back-end processes.
- Enhanced customer experience by addressing service issues and providing timely resolutions.
- Streamlined error correction workflows, reducing service delays and improving customer satisfaction.
Sales Representative - Sales and Service & Retention
AT&T
San Diego, CA
03.1999 - 03.2004
- Consistently exceeded sales and service goals by leveraging value-based selling techniques.
- Built strong customer relationships, contributing to retention and referral program success.
- Achieved top performance in sales metrics while maintaining exceptional customer satisfaction ratings.
Education
High School Diploma -
San Diego High School
San Diego, CA06-1990
Skills
- Executive Resolution Management
- Data Analytics & Reporting
- Customer Service Excellence
- Root Cause Analysis
- Strategic Decision-Making
- Regulatory Compliance & Risk Mitigation
- Process Improvement & Innovation
- Team Leadership & Training
Timeline
Senior Executive Resolution Manager - Office of the President
AT&T
05.2022 - 01.2025
Service Representative - San Diego Office of the President
AT&T
01.2007 - 05.2022
Service Representative - National Back Office
AT&T
03.2004 - 01.2007
Sales Representative - Sales and Service & Retention
AT&T
03.1999 - 03.2004
High School Diploma -
San Diego High School