Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Qualifications Summary
References
Qualifications Summary
References
Generic

Ismael Garcia

Phillipsburg,NJ

Summary

Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

10
10
years of professional experience

Work History

Northeast Manager, Customer Loyalty Operations T100

T-Mobile
06.2021 - Current
  • Stretch Assignment as Northeast Area Customer Loyalty Ops Manager for TPR supporting the Customer Loyalty program for our TPR Partners; focused on improving the overall Sprint biller experience (Sprint Forward metrics, TNX, Churn, NPS, etc.) Moved to Northeast T100 CLOM role, led six direct report Customer Loyalty Managers, each supporting one of six markets within the Northeast and managing their team of 6 to 14 Customer Loyalty Lead direct reports.

Operations Manager T100/TPR

T-Mobile
03.2021 - 06.2021
  • Customer Experience COE; responsible for support and management of Inventory, Audit, In-Store Operations Support behaviors that drive compliance reporting and OPEX metrics Assist in the development and delivery of Regional and Area wide Operational Focused Training

Integrations Operations Manager Customer Experience

T-Mobile
08.2020 - 03.2021
  • Worked with the COR/TPR Operations Team to support Customer Experience during Integration Handled all Customer Experience escalations pertaining to Sprint Biller systems Support Markets through monthly Operational tasks, ensuring they are completed correctly and on time.

Sales Operations Manager/Customer Experience Manager

Sprint
07.2018 - 08.2020
  • Managed Customer Experience for the Northeast Region consisting of New Jersey, New York, and New England Market Worked with Market Directors to develop training and best practices to help improve the Customer Experience Conducted daily store visits to record, in real-time, Customer Experience opportunities

District Manager

Sprint
06.2017 - 07.2018
  • As District Manager, I have managed the Brooklyn and Central Northern New Jersey Districts
  • Managed 9 Locations across Central Northern NJ with over 68 employees and 9 locations Across Brooklyn, NY, with more than 72 workers Selected to represent the Region in the Prestigious Next Leader Program Mentored and developed direct reports, which led to future promotions Organize and participate in various recruiting events to identify and hire talent for job families across the company

Director of Sales/District Manager

Sprint by Arch Telecom
03.2014 - 08.2016
  • As a District Manager, my responsibilities included overseeing sales performances for the locations and supporting the location with services and operational-related issues
  • Promoted a Store Manager to a District Manager through my extensive training and coaching, working side by side to seek maximum results from the individual continuously
  • They appointed a Director of Sales for the Sprint Express store initiative; hired and trained over 250 employees for 25 stores spanning from NJ and New York in a span of 4 months, which included the licensing of the Sprint Express Locations, which was eight eight-month assignment
  • Also, as a Director of Sales, my responsibilities included acquisitions of 4 locations upon initiative completion.

Education

High School Diploma -

East Side High School
Newark, New Jersey

Skills

  • 15 years of Customer Service and Management Experience Over 13 years of Retail Sales Experience Fluent in Spanish
  • Operations Management
  • Workforce Management
  • Performance Management
  • Policy Implementation
  • Strategic Planning
  • Staff Development
  • Financial Management

Accomplishments

Inaugural Total Experience Champion Winner - Due to constant collaboration with cross-functional team creating and implementing methods and procedures that positively impacted customer experience across the region.

Languages

Spanish
Native or Bilingual

Timeline

Northeast Manager, Customer Loyalty Operations T100

T-Mobile
06.2021 - Current

Operations Manager T100/TPR

T-Mobile
03.2021 - 06.2021

Integrations Operations Manager Customer Experience

T-Mobile
08.2020 - 03.2021

Sales Operations Manager/Customer Experience Manager

Sprint
07.2018 - 08.2020

District Manager

Sprint
06.2017 - 07.2018

Director of Sales/District Manager

Sprint by Arch Telecom
03.2014 - 08.2016

High School Diploma -

East Side High School

Qualifications Summary

Highly personable Service Professional with over fifteen years of experience in management and operations within the retail and corporate sales industries. Served as Sales Manager for a global communications company with industry-leading mobile data services to more than 48 million customers. Talent for identifying company needs and presenting appropriate company solutions to help streamline Operations. Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business. Track record of assisting in the design and implementation of reporting procedures (KPI and all other Metrics) that reduce churn and improve customer satisfaction ratings. Expertise in resolving escalated company service issues in retail and business channels. Secured numerous company achievement awards for delivery of exceptional customer service and sales performance.

References

References are furnished upon request.

Qualifications Summary

Highly personable Service Professional with over fifteen years of experience in management and operations within the retail and corporate sales industries. Served as Sales Manager for a global communications company with industry-leading mobile data services to more than 48 million customers. Talent for identifying company needs and presenting appropriate company solutions to help streamline Operations. Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business. Track record of assisting in the design and implementation of reporting procedures (KPI and all other Metrics) that reduce churn and improve customer satisfaction ratings. Expertise in resolving escalated company service issues in retail and business channels. Secured numerous company achievement awards for delivery of exceptional customer service and sales performance.

References

References are furnished upon request.

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Ismael Garcia