Johnny Menendez
Salt Lake City,UT
Summary
Strategic Customer Experience Leader, Proven leader in enhancing customer experiences, notably at Cox Communications, and Verizon Wireless, where innovative solutions and a strong focus on quality assurance led to a 90% satisfaction rating. Skilled in CRM software and cross-functional collaboration, excelled in driving process improvements and achieving significant results in customer satisfaction and team development. Seasoned change leader who inspires innovation and influence change with my team and organization and celebrates diversity and inclusiveness. My passion is to celebrate employee retention, career development and advancement.
Overview
27
27
years of professional experience
Work History
Customer Experience Advisor - Software Consultant
Cox Communications - Dealertrack
12.2019 - Current
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Managed multiple priorities simultaneously while maintaining a high level of accuracy and attention to detail in all tasks.
- Served as an escalation point for complex or challenging cases, demonstrating expertise in problem resolution techniques.
- Maintained detailed records of customer interactions, allowing for data-driven decision-making and targeted support strategies.
- Analyzed feedback from customers to identify trends and make informed recommendations for process improvements.
- Sought ways to improve processes and services provided. Created and published Software curriculum for knowledge base software for CPA's, Comptrollers, Service and Business Managers to deliver and exceed their KPI;s and deliverables for customer experience and de-escalation to the company executive team.
- Cross-trained and backed up other customer service managers. developed innovative solutions for complex business problems, resulting in significant cost savings for clients.
- Achieved 90% Satisfaction, Highest Quality Ratting of 95-100% Scores MOM, YOY results.
Customer Service - Technical Support Manager
Verizon Wireless
02.2003 - 06.2019
- Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
- Ensured consistent service delivery by establishing quality control measures, including call monitoring and coaching sessions for staff members.
- Increased customer satisfaction ratings from 72 to 92%. in Customer Satisfaction Transactional Survey results and achieved highest accolades nationally sand regionally.
- Contributed to company growth by identifying upsell opportunities during client interactions and coordinating closely with sales teams. Achieved a 12% MOT increase of sales upgrades to services and data usage products in IOT, Internet of Things,
- Led regular meetings with key stakeholders to discuss ongoing initiatives, challenges, and successes in the support department.
- Led teams of 15 customer service and 75-120 technical support departments, trained, mentored and developed employees in job performance and exceed KPI;s for Department and career progressed 25% employees to new cross-functional duties and jobs. Achieved a 85% retention rate with Human Renounce and 95% Employee to Job satisfaction.
Customer Experience Advisor
Verizon Wireless
07.2001 - 02.2003
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Streamlined communication channels for improved customer interactions and response times.
- Conducted regular follow-ups with customers to confirm satisfaction with resolution outcomes and address any remaining concerns.
- Reduced call volumes by 3% MOM and 7% YOY.
- Served as an escalation point for complex or challenging cases, demonstrating expertise in problem resolution techniques.
- Managed multiple priorities simultaneously while maintaining a high level of accuracy and attention to detail in all tasks.
- Mentored new hires through training programs, contributing to a well-prepared and knowledgeable team of advisors.
Customer Service - Sales Manager
American Home Business Association
02.1997 - 03.2001
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies. Achieved a all time high sales of 770K in back end sales.
- Spear-headed 12 week mentorship program for Small Business and Home Business entrepreneurs and successfully achieved a 87% Retention and completion rate to the program.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
Education
Realtor - Sales in Realty
Strinngham Realty School
Salt Lake City, UT03.2024
High School Diploma -
Bethesda Chevy Chase
Bethesda, MD05.1988
Skills
- Call center experience
- Complaint Handling
- Feedback collection - Customer Satisfaction
- CRM Software
- Quality Assurance
- Performance Management
- Problem Resolution
- Work Prioritization
- Product and service knowledge
- Complaint resolution
- Policies and Procedures Adherence
- Document and Records Management
- Process Improvement
- Cross-Functional Collaboration
- Project management abilities
Languages
Spanish
Full Professional
Portuguese
Professional Working
Timeline
Customer Experience Advisor - Software Consultant
Cox Communications - Dealertrack
12.2019 - Current
Customer Service - Technical Support Manager
Verizon Wireless
02.2003 - 06.2019
Customer Experience Advisor
Verizon Wireless
07.2001 - 02.2003
Customer Service - Sales Manager
American Home Business Association
02.1997 - 03.2001
Realtor - Sales in Realty
Strinngham Realty School
High School Diploma -
Bethesda Chevy Chase
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