Luis F Colorado
Account Management Supervisor
Mission,TX
Summary
Encouraging supervisor and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performances.
Overview
17
17
years of professional experience
Work History
Account Management Supervisor
Spectrum
05.2021 - 10.2023
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
High Speed Data and Phone Repair Lead
Spectrum
10.2017 - 05.2021
- Trained staff on operating procedures and company services.
- Identified individual development needs with appropriate training.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Devised and published metrics to measure the organization's success in delivering world class customer service.
- Effective liaison between customers and internal departments.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
- Researched and recommended network and data communications hardware and software.
- Strengthened communication skills through regular interactions with others.
Video Repair Specialists
Spectrum
03.2017 - 10.2017
- Create a positive, successful, and professional work environment.
- Addressed and resolved customer product complaints empathetically and professionally.
- Accurately documented, researched and resolved customer service issues.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Met or exceeded service and quality standards every review period.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Technical Care Specialist/ Mentor
T-Mobile USA
02.2007 - 02.2017
- Constantly exceeded monthly metrics which led in receiving hefty cash bonuses and commissions.
- Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
- Provided incentive to increase productivity by offering employees awards for best customer service.
- Conducted one-on-one game plan sessions for new employees.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted with updating technical support best practices for use by team.
Skills
- Exceptional communication skills
- Team Building
- Business Development
- Adherence to high customer service standards
- Effective problem solver
- Strong leadership abilities
- Analytical and critical thinker
- Process Monitoring and Improvement
- Complex Problem-Solving
- Delegation Skills
- Skilled in call center operations
- Strategic Planning
Timeline
Account Management Supervisor
Spectrum
05.2021 - 10.2023
High Speed Data and Phone Repair Lead
Spectrum
10.2017 - 05.2021
Video Repair Specialists
Spectrum
03.2017 - 10.2017
Technical Care Specialist/ Mentor
T-Mobile USA
02.2007 - 02.2017