Ismael Otero Jr.
Lake Mary,FL
Summary
Seasoned Finance/Collections Manager at AT&T Mobility, Demonstrate Efficiency in team building and performance monitoring.
Effectively coach experts to month over month improvements.
problem-solving and performance metrics monitoring. Proven track record in elevating customer satisfaction and team performance.
Overview
30
30
years of professional experience
Work History
Finance/Collections Manager
AT&T Mobility
Orlando, FL
10.2024 - Current
- Assess and monitor various KPIs for efficiency, and coach for MOM improvements.
- Coach, manage, and lead a team of remote and in-office experts.
- Conducted frequent performance evaluations, utilizing live and recorded call observations, to provide coaching and continuous feedback for improvement.
- Displayed proficiency in efficiently and effectively resolving issues to maintain expert attendance.
- Maintained and updated experts' knowledge through continuing education and advanced training.
Bilingual Technical Support Manager
AT&T Mobility
Orlando, FL
11.2021 - 10.2024
- Led a team of bilingual wireless customer service technicians to resolve technical support and billing issues promptly.
- Resolved escalated customer issues promptly and effectively.
- Performed root cause analysis on recurring problems encountered by customers, and provided feedback for investigation and resolution.
ICU/agent Support Desk/SME
AT&T Mobility
Orlando, FL
05.2011 - 11.2021
- Resolved previously unaddressed customer concerns, enhancing satisfaction levels.
- Followed established procedures for processing warranty and insurance claims, returns, exchanges, and refunds while maintaining high levels of accuracy.
- Delivered excellent service via inbound and outbound calling efforts, exceeding established KPIs.
Education
MDP Management Graduate 2021 - Business Management
AT&T Management Development Program
Virtual Program Orlando, Fl10-2021
BBA - Business Administration And Management
Iona College
New Rochelle, NY07-1997
Skills
- Bilingual fluency in Spanish
- Performance improvement
- Customer service management
- Performance metrics monitoring
- Mentoring Team Members
- Power BI, Excel, Teams, One Note
Languages
Spanish
Native/ Bilingual
Timeline
Finance/Collections Manager
AT&T Mobility
10.2024 - Current
Bilingual Technical Support Manager
AT&T Mobility
11.2021 - 10.2024
ICU/agent Support Desk/SME
AT&T Mobility
05.2011 - 11.2021
MDP Management Graduate 2021 - Business Management
AT&T Management Development Program
BBA - Business Administration And Management
Iona College
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