Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Proficiencies
Timeline
BusinessAnalyst
Josue Balboa

Josue Balboa

Weslaco

Summary

Customer Service Leader recognized for driving productivity and efficiency in task execution. Expertise in conflict resolution, customer relationship management, and operational enhancements. Proven ability to communicate effectively, lead teams, and solve problems to boost performance and elevate customer satisfaction. Excel in on-site and remote positions.

Overview

18
18
years of professional experience

Work History

Sales and Retention Supervisor- Temp Ramp Up Site

Spectrum
Pharr
03.2024 - 12.2024
  • Developed strategies and policies to enhance customer retention and loyalty.
  • Managed a team of Customer Service Representatives handling inquiries from existing customers.
  • Conducted training sessions for employees on addressing difficult customer conversations.
  • Monitored service levels and implemented necessary changes to improve operations.
  • Communicated progress towards retention goals with senior management regularly.
  • Resolved customer complaints efficiently while maintaining professionalism.
  • Oversaw hiring process for new department personnel to strengthen team capabilities.
  • Exceeded targeted goals through effective upselling and strategic customer engagement.

Supervisor of Operations

Maximus Federal
Pharr
12.2022 - 03.2024
  • Ensured compliance with FCC regulatory standards for E-Rate funding program to secure high-speed internet.
  • Monitored employee productivity to identify improvement areas and allocate resources effectively.
  • Conducted regular performance reviews with team members to deliver constructive feedback.
  • Implemented cost-saving initiatives, achieving a 15% reduction in overhead expenses.
  • Oversaw department operations, including personnel management, budgeting, and scheduling.
  • Reviewed resumes and applications prior to interviews to streamline candidate selection.
  • Interviewed potential participants to assess eligibility for programs and grants.
  • Compiled monthly performance reviews for senior management assessment.

Supervisor of Operations

DISH
Remote
10.2006 - 11.2022
  • Monitored customer service performance metrics, including call response times and resolution rates.
  • Collaborated with upper management on departmental projects for initiatives and improvements.
  • Compiled daily, weekly, and monthly reports detailing customer service activities.
  • Trained new customer service representatives on policies and procedures.
  • Supervised staff to ensure exceptional customer service delivery.
  • Resolved escalated customer disputes promptly while preserving positive relationships.
  • Managed time efficiently to complete tasks on schedule and meet deadlines.
  • Approved timesheets for payroll using system.
  • Assisted with payroll processing activities including running payroll reports and entering employee timecards into the system.
  • Assisted in opening new Dish call centers in Las Vegas, Oklahoma, El Paso, and New Jersey. (30% Travel)

Education

Some College (No Degree) - Organizational Management

Purdue Global University
West Lafayette, IN

Some College (No Degree) - Business Administration And Management

The University of Texas Rio Grande Valley
Remote

Skills

  • Data analysis and reporting
  • Customer retention strategies
  • Employee training and development
  • Project management methodologies
  • Team building and collaboration
  • Regulatory compliance oversight
  • Conflict resolution techniques
  • Performance management systems
  • New hire onboarding processes
  • Candidate interviewing skills
  • Customer service
  • Communication

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

Accomplishments

  • Distinguished Service Award (Top 100 Employees) at Dish in 2015 and 2016.
  • Top Grossing Retention Team at Spectrum July 2024.

Proficiencies

  • Workforce Management
  • Excel
  • Powerpoint
  • Canva
  • One Note
  • Salesforce
  • Tableau

Work Type

Full Time

Work Location

RemoteHybridOn-Site

Timeline

Sales and Retention Supervisor- Temp Ramp Up Site

Spectrum
03.2024 - 12.2024

Supervisor of Operations

Maximus Federal
12.2022 - 03.2024

Supervisor of Operations

DISH
10.2006 - 11.2022

Some College (No Degree) - Organizational Management

Purdue Global University

Some College (No Degree) - Business Administration And Management

The University of Texas Rio Grande Valley

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