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 within teams and organization and celebrates diversity and inclusiveness. My passion is to celebrate employee retention, career development and advancement.
Overview
23
23
years of professional experience
Work History
Customer Experience - Software Consultant
Cox Communications - Dealertrack
Draper, UT
12.2019 - Current
- Achieved 90% Customer Survey Satisfaction, Highest Quality Rating of 95-100% Scores MOM, YOY results. Exceeding expected cases closed per hour, while exceeding Service Level commitments.
- Enhancing customer satisfaction by addressing inquiries and resolving software issues promptly.
- Managed multiple projects and priorities simultaneously while maintaining a high level of accuracy and attention to detail in all tasks, Technical cases for resolution.
- Exceeding accuracy in complex or challenging cases, demonstrating expertise in problem-resolution techniques for first-call resolution.
- Quality Mentor advocating for Customer Experience.
Customer Experience Advisor- Consultant
Verizon Wireless
West Vallet City, Utah
02.2012 - 07.2019
- 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.
- Slashed 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 - Technical Support Manager
Verizon Cumununications Inc
Salt Lake City, Utah
03.2002 - 01.2012
- Responsible for up to 13 employee’s performance, coaching, development, and attendance.
- Facilitated inter-departmental communication to effectively provide customer support.
- Fostered an environment which encouraged continual process improvements.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Slashed Customer Experience and Technical support metrics while keeping quality and efficiency for 6 teams (100 employees department).
- Implemented and partnered with Center Quality Assurance team to increase call monitoring increase employee’s first call resolution to their employee performance agreement.
- Championed and facilitated focus groups, call reviews, and call coaching programs for the center for both care and bilingual departments.
- Created and partnered with the Center / Leadership Management Team in drafting the center’s KPI Game Plan, and increased employee engagement with a strategized effort to increase floor supervisor presence and support from 25% to a high expected goal of 88% daily committed value activity, which was formulated as part of the Supervisor Performance Agreement. Increasing NPS scores by 12-18% month over month for a 7-team department.
- Created a daily readout of communications and projections for management, the supervisor team, and front-line employees.
- Successfully managed intra-day resource management of schedules, department overhead, attendance and reporting, benefit education and employee reporting and tool utilization. Which led to decreased attrition by 11% and increased employee Career engagement participation from 67% to department high of 79-82% YOY
Customer Service Supervisor
Verizon Wireless
West Valley City, UT
02.2003 - 02.2010
- Responsible for up to 13 employee’s performance, coaching, development, and attendance.
- Led center teams with developing contests to drive the customer experience.
- Provided accurate, specific, and timely performance feedback for representatives.
- Reported Quality Assurance scores and devised performance goals to inscrease customer satisfaction.
Education
Realtor - Sales in Realty
Stringham Realty School Realty School
Salt Lake City, UT03.2024
High School Diploma -
Bethesda Chevy Chase
Bethesda, MD05.1988
Associate of Applied Science - Radiologic Technology
Salt Lake Community College
Salt Lake City, UTSkills
- Customer Success Management
- Account Management
- Problem Resolution
- Customer Service Management
- Business Development
- Call Center Operations
- Performance Coaching
- Workforce planning
- Performance Appraisal
- Employee Development
- Problem-Solving
- Operations Management
- Team building
- HR Hiring Recruiter
Affiliations
- High School - Varsity Lacrosse Coach and Board President
- Community Leader and HOA Board
- Special Olympics Sponsor and Mentor
Languages
Spanish
Native/ Bilingual
Portuguese
Full Professional
Timeline
Customer Experience - Software Consultant
Cox Communications - Dealertrack
12.2019 - Current
Customer Experience Advisor- Consultant
Verizon Wireless
02.2012 - 07.2019
Customer Service Supervisor
Verizon Wireless
02.2003 - 02.2010
Customer Service - Technical Support Manager
Verizon Cumununications Inc
03.2002 - 01.2012
Realtor - Sales in Realty
Stringham Realty School Realty School
High School Diploma -
Bethesda Chevy Chase
Associate of Applied Science - Radiologic Technology
Salt Lake Community College
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