Jaime Aceves Jr
Redlands,CA
Summary
Seasoned professional with a proven track record in enhancing customer satisfaction and team performance at Charter Spectrum. Excelled in cross-selling and retention strategies, demonstrating exceptional customer support and technical troubleshooting skills. Skilled in client relationship building and performance improvement, consistently delivering solutions that meet both customer needs and company goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Rep 3 Residential Internet and Voice Repair
Charter Spectrum
Ontario, CA
06.2015 - 08.2024
- Mentored new agents to assist with adapting to customer calls and introduced problem-solving skills and best practices.
- I met and surpassed customer satisfaction and company metrics to enhance the overall performance of the team.
- Coached new employees on best practices for closing deals quickly and efficiently.
- Identified opportunities for cross-selling additional products and services.
- I handle internet and phone support issues, billing, and general customer care questions.
- Create an exceptional customer experience by understanding the products and our customers' sense of urgency.
Account Manager for Account Services
Sprint
Rio Rancho, NM
05.2010 - 11.2014
- I would also stand in as an assistant supervisor to take care of escalations and assisting reps with order entry, as well as problem-solving.
- Conducted market research to identify potential customers and their needs.
- I was responsible for assisting customers with various inquiries related to their cellular service, tech support, billing, and coverage issues. Additionally, I actively participated in upsells to enhance customer satisfaction and increase revenue.
- I would also handle escalated retention calls to retain customers who wanted to pursue other cellular service. I would offer out-of-the-box solutions that were good for both customers and the company.
- I would assist in de-escalating customers who were dissatisfied with matters concerning their accounts.
Patrol Supervisor
U.S. Security Associates
Albuquerque, NM
03.2009 - 05.2010
- Responsible for scheduling security guards in and around the Albuquerque area, as well as delegating job duties for special events.
- Responsible for the proper operation of security at numerous locations in and around the Albuquerque area, as well as patrolling sites during a grave shift to ensure crime prevention and report any property damage.
- Ensure proper maintenance and logs of on-site vehicles and patrol vehicles.
- Plan routes for efficient patrol coverage and reduce delays.
- Make contact with clients and property managers to ensure their requests for the site are met, and make changes when necessary.
- Provide outside-the-box solutions to ensure proper function of security sites and detail problem areas.
- Other responsibilities included: Conducting post and uniform inspections, de-escalating aggressive situations involving patrons and employees of different locations.
Education
Project Management Certification - Project Management
Coursera
Redlands, CA11-2024
High School Diploma -
Downey High School
Downey, CA06-2000
Skills
- Customer Support
- Paperwork Processing
- Records Management
- Needs analysis
- Sales expertise
- Cross-selling abilities
- Lead prospecting
- Market Research
- Technical Troubleshooting
- Retention Strategies
- Customer Relations
- Order problem solving
- Client Relationship Building
- Cross-Functional Team Development
- Staff Training
- Performance Improvement
- Sales Support
- Systems and software expertise
Affiliations
- Avid Golfer
- Part time video editor
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Accomplishments
- Multiple directors' luncheon awards for top performers
- recognized for customer satisfaction
- Demonstrated exceptional coaching and training skills, and was chosen to assist new hires in learning the system and handling customer calls
Certification
- Project Management
References
References available upon request.
Timeline
Rep 3 Residential Internet and Voice Repair
Charter Spectrum
06.2015 - 08.2024
Account Manager for Account Services
Sprint
05.2010 - 11.2014
Patrol Supervisor
U.S. Security Associates
03.2009 - 05.2010
Project Management Certification - Project Management
Coursera
High School Diploma -
Downey High School