Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
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Laura Avendano

Laura Avendano

Mesa,AZ

Summary

Acquire a challenging position where I can utilize my professional experience, expand my knowledge, and enhance my career opportunities. Bilingual professional, problem solving, committed to outstanding quality of work. High-performing professional with several years of experience delivering successful improvements for business operations, profitability and team development. Resourceful to thrive in fast-paced and changing environments. Dedicated to sustaining operational accuracy and delivering results for optimal profitability.

Overview

22
22
years of professional experience

Work History

District Manager

Metro By T-Mobile
03.2016 - Current
  • Recruiting, training, developing associates and managers.
  • Directed individual and combined market meetings and training to ensure continuous focus and drive market growth and success.
  • Ensuring high levels of customer satisfaction through excellent service.
  • Meeting market goals by training, motivating, mentoring and providing feedback to district managers and all staff.
  • Prepared business to raise customer’s pool, expand stores traffic and revenue.
  • Complete store administration and ensure compliance with policies and procedures.
  • Dealt with issues that arise from staff or customers (complaints, grievances etc).

Operations Manager

CONVERGYS
Phoenix, USA
11.2007 - 02.2016
  • Determined call center operational strategies by conducting needs assessments, performance reviews, planning and cost/benefit analyses.
  • Maintained and improved call center operations by monitoring system performance; identifying and resolving problems.
  • Accomplished human resource objectives being involved with recruiting, training and team leaders.
  • Prepare presentations and held to update AT&T of weekly progress.
  • Develop and train team leaders into strong coaches.

Retention Team Leader and Back Office Catalyst Audit Lead

CONVERGYS
Phoenix, USA
11.2007 - 02.2016
  • Daily assignment of tasks.
  • Create, maintain and publish weekly reports.
  • Train, coach and motivate other catalyst auditors to insure all deadlines were fulfilled.
  • Meet with AT&T Client to discuss Catalyst issues and improvements to Catalyst procedures.
  • Senior duties include supervising, coaching, mentoring, and disciplining if necessary.

Assistant Manager

PACIFIC GOLD MORTGAGE
Phoenix, USA
02.2004 - 11.2007
  • Counseled homeowners and home buyers with their loan application and refinancing process.
  • Respond to inquiries from a variety of internal and external parties.
  • Responsible for payroll needs.
  • Prepared and organizing financial information.

Education

Business - Marketing & Entrepreneur

East Valley Institute of Technology
Mesa, AZ
01.2000

Some College (No Degree) - General Studies

Chandler Gilbert Community College
Chandler, AZ

Skills

  • Bilingual in English and Spanish
  • Customer relations
  • Employee training
  • Group presentations
  • Market analysis
  • Effective communication
  • Strategic planning
  • Operational efficiency
  • Problem solving
  • Time management
  • Productivity improvements
  • Performance monitoring

Languages

English
Professional
Spanish
Professional

References

References available upon request.

Timeline

District Manager

Metro By T-Mobile
03.2016 - Current

Operations Manager

CONVERGYS
11.2007 - 02.2016

Retention Team Leader and Back Office Catalyst Audit Lead

CONVERGYS
11.2007 - 02.2016

Assistant Manager

PACIFIC GOLD MORTGAGE
02.2004 - 11.2007

Business - Marketing & Entrepreneur

East Valley Institute of Technology

Some College (No Degree) - General Studies

Chandler Gilbert Community College