Summary
Overview
Work History
Education
Skills
Timeline
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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, CA
01.2011

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