Jorge Perez
Chicago,IL
Summary
My passion is nurturing, coaching, mentoring, and developing the biggest asset of the business and that is our people. I am a detail-oriented team player with strong organizational skills. I have the ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
21
21
years of professional experience
Work History
Support Coordinator
Verizon
01.2022 - Current
- Onboard and train new customer service agents, work with new-hire supervisor to mentor new agents
- Collaborate with the leadership team in creating a teamwork culture
- Manage over 20 escalation calls per day and deliver first-class experience to all customers.
- Train customer service agents in providing a one-call resolution by providing guidance and support with customer issues or concerns.
- Reduced customer callbacks by 10% in Q2 of 2023.
- Conducting call reviews with agents and providing feedback, coaching, and best practices
- Engaging with peers to improve key performance indicators, creating best practice presentations
- Make connections with customers, learn about customer needs, provide personalized solutions, and provide customers information on products and services
- Support coordinator to agents and handle escalations for consumer and business accounts.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
Account Manager
Verizon
01.2017 - 02.2021
- Established and help grow positive partnership with agent location stores
- Analyzed market factors and coming up with personalized offers for each agent location
- Collaborated with agent owners, management, and front line employees to help create short term and long term business plans, consulted each level on how to obtain goals
- Evaluated stores performance for continuous improvement by creating an action plan
- Prospecting real estate for new agent locations
- Train, coach, and develop agent employees on competitive advantage, products, services, promotions, and procedures.
- Support agent owners and management with the employee life cycle.
- Oversaw and managed business portfolio for 20 agent stores through Salesforce.
- Educated clients on new products or services to increase customer engagement with the brand.
Sales Manager
Verizon
09.2010 - 01.2017
- Identified selling gaps for employees and store, then developed and implemented sale strategies for team to meet and exceed sales metrics and quota assignments
- Created a winning culture, by creating an environment of trust, focusing on results, and holding team accountable
- Analyze staffing needs, recruiting, interviewing, hiring, onboarding new team members
- Hiring manager for district, assisted in evaluating and improving each step of employee life cycle
- Provided ongoing training and support for team, by developing skills and coaching behaviors to retain talent
- Maintained performance of store by managing retail inventory and compliance.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
Sales Manager
RadioShack
09.2006 - 09.2010
- Increased sales by 100% in 2009, most improved store year over year
- Responsible for daily operations of the business, which included sales, P & L, product ordering, merchandising store, and customer experience
- Responsible for training, coaching, and developing employees throughout district
- District lead in recruiting, interviewing, hiring, and onboarding employees
- Recruiting and networking event coordinator
- Trained, developed, and assisted in promoting 6 assistant managers to store managers.
Trainer/Training Facilitator
UPS
07.2002 - 08.2007
- Facilitated training sessions for incoming supervisors
- Trained and developed management on policies, procedures, work safety, and day-to-day duties.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Identified areas in need of improvement and implemented solutions.
Education
Master of Science - Human Resource Management
Capella University
Minneapolis, MN12.2023
Bachelor of Science - Business: Human Resource Management
Capella University
Minneapolis, MN05.2019
Skills
- Teamwork and Collaboration
- Communication
- Performance Management
- Conflict Management
- Employee Relations
- Leadership
- Time Management
- Emotional Intelligence
- Customer Service
- Active Listening
- Flexibility
Timeline
Support Coordinator
Verizon
01.2022 - Current
Account Manager
Verizon
01.2017 - 02.2021
Sales Manager
Verizon
09.2010 - 01.2017
Sales Manager
RadioShack
09.2006 - 09.2010
Trainer/Training Facilitator
UPS
07.2002 - 08.2007
Master of Science - Human Resource Management
Capella University
Bachelor of Science - Business: Human Resource Management
Capella University