Kassidy Garza
AT&T Mobility
Lubbock,Texas
1
Certification
14
years of professional experience
Versatile and results-oriented professional with 15+ years of experience in customer service, technical support, operations, and team leadership. Recognized for strong problem-solving skills, a commitment to exceptional customer experiences, and the ability to manage complex situations with professionalism and efficiency. Experienced in resolving escalations, streamlining processes, and building positive relationships with customers and stakeholders. Dedicated to continuous improvement, collaboration, and driving results that support both customer satisfaction and business goals.
Work History
Senior Associate Escalation Manager
2 Years 11 Months- Supported collaboration with internal and external teams by delivering data-driven insights to 16 first-level managers, 200 agents, and 5 site directors.
- Developed and executed customized training programs to enhance first-call resolution rates and align with consumer needs while identifying and rectifying systematic errors.
- Managed a diverse chatroom dashboard to track chat metrics, providing support to frontline agents and teams by addressing inquiries and offering policy documentation.
Subject Matter Expert & Escalated Ticket Support
4 Years- Facilitated timely resolution of technical inquiries for frontline agents through chat support, enhancing customer service effectiveness.
- Developed comprehensive billing and technical cases needing further inquiry, ensuring thorough documentation and approval processes.
- Achieved optimal network efficiency by monitoring service levels and technical dashboards, swiftly reporting tower issues for resolution.
Assistance Manager
3 Years- Second level assistance: Oversee day to day operation, assisting the manager with meeting, coaching, and team building activities.
- Other duties: administrative assistant, quality control, providing real time resolution, manage schedules, coordinate various tasks, and ensuring team goals are met.
Premier Service Consultant
4 Years- Inbound support call taker: Handle daily consumer tasks for billing, payments, plan changes, and answering any questions or concerns related to service.
- Technical Support: Assistance customer with any technical support issues with direct applications on smartphones, basic devices, tablets, and desktops. Offered step by step guidance to resolution and assisted with completing insurance and warranty claims.
Education
Criminal Justice associate degree
High School Diploma
Skills
Superior Customer Service Expert
Performance monitoring
Administrative Assistant
Project coordination
Account reconciliation & sales
MS office
Client engagement
Certification
Manager Development Program
Timeline
Senior Associate Escalation Manager
AT&T Mobility
01.2023 - 12.2025Read More
Subject Matter Expert & Escalated Ticket Support
AT&T Mobility
01.2019 - 01.2023Read More
Assistance Manager
AT&T Mobility
01.2016 - 01.2019Read More
Premier Service Consultant
AT&T Mobility
01.2012 - 01.2016Read More
Lubbock High School
High School Diploma
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Kaplan College
Criminal Justice associate degree
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