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, AZ01.2000
Some College (No Degree) - General Studies
Chandler Gilbert Community College
Chandler, AZSkills
- 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