Maria Carrillo
El Paso,TX
Summary
Proven leader at Verizon Wireless, adept in staff management and leveraging data to drive performance. Excelled in fostering employee motivation and utilizing G-Suite for enhanced productivity. Achieved significant improvements in customer satisfaction and team efficiency through effective training and mentoring. Skilled in making data-driven decisions and presenting findings.
Overview
7
7
years of professional experience
Work History
Supervisor- Customer Service
Verizon Wireless
Remote - Work From Home
08.2020 - Current
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Foster an environment that encourages employee engagement, a collaborative and inclusive work environment.
- Lead, motivate and develop a service plus sales team to deliver exceptional results in a fast-paced, ever transforming environment.
- Leverage tools that provide insights, analyze data in order to drive performance, productivity, to prioritize the customer and deliver best in class experiences.
- Perform consistent and timely coaching in an organized and well-documented manner.
- Maintain the highest quality of service by monitoring employee-customer interactions and coaching the team on how to improve through real time feedback and skill builders.
- Stay up to date with processes, trainings and resources to effectively communicate during team meetings.
- Demonstrated self-discipline, time management skills, resourcefulness, and the ability to work collaboratively with leaders and on a team.
- Experience resolving customer issues, billing, and/or handling product Q&A along with assistance in customer escalations.
- Work with a high level of integrity to hold the team accountable.
- Multi-tasking to be administratively efficient.
Supervisor - Customer Service Operations
Verizon Wireless
El Paso, TX
10.2017 - 08.2020
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Led and executed several projects that impact key business priorities and metrics.
- Analyze data to identify gaps, trends and evaluate results in order to present findings and recommendations to multiple audiences including partners and leaders.
- Ability to make decisions and assess business needs to make independent decisions on process and resource allocation while being compliant.
- Demonstrated self-discipline, time management skills, resourcefulness, and the ability to work collaboratively with leaders in person and in a remote work environment.
- Experience in Google’s G-Suite and Microsoft Office Suite (Word, Excel and PowerPoint).
- Advanced presentation skills.
Education
Associate Degree - Microcomputer Technology
Western Technical Institute
El Paso, TX04.2004
High School Diploma -
Montwood High School
El Paso, TX06.1996
Skills
- Training and mentoring
- Goal-Oriented
- Staff Management
- Employee Motivation
Timeline
Supervisor- Customer Service
Verizon Wireless
08.2020 - Current
Supervisor - Customer Service Operations
Verizon Wireless
10.2017 - 08.2020
Associate Degree - Microcomputer Technology
Western Technical Institute
High School Diploma -
Montwood High School