Manuel Munoz
Saint Hedwig,TX
Summary
Dynamic professional with a proven track record at Verizon, excelling in problem solving and technical troubleshooting. Successfully enhanced team productivity through effective communication and conflict resolution, consistently meeting performance metrics. Recognized for attention to detail and adaptability in high-pressure environments, ensuring exceptional customer satisfaction and retention.
Overview
7
7
years of professional experience
Work History
Assistant Manager
Tmobile
Apple Valley, California
10.2018 - 11.2021
- Trained new employees on customer service protocols and company policies.
- Implemented employee performance evaluations to enhance team productivity and engagement.
- Resolved customer inquiries and complaints to ensure satisfaction and retention.
- Met and exceeded performance metrics including average handle time, first‑call resolution, and customer satisfaction scores.
Assistant Manager
Verizon
Victorville, California
01.2015 - 09.2018
- Handled high-volume inbound and outbound calls to resolve billing, service, and technical issues while maintaining call quality and customer satisfaction targets.
- Triaged urgent member needs by assessing risk, prioritizing cases, and escalating to specialists when clinical or technical expertise was required.
- Entered system overrides and exceptions (e.g., billing adjustments, service exceptions) following approved guidelines and manager authorization.
Education
High School Diploma -
Oak Hills High School
Oak Hills, CA01.2011
Skills
- Problem solving
- Technical troubleshooting
- Effective communication
- Time management
- Conflict resolution
- Call quality assurance
- Attention to detail
- Flexible and adaptable
Timeline
Assistant Manager
Tmobile
10.2018 - 11.2021
Assistant Manager
Verizon
01.2015 - 09.2018
High School Diploma -
Oak Hills High School