MARIO O. LABEACH
Mesquite,TX
Summary
Dedicated professional with over 8 years of combined experience as a customer service representative / supervisor in various Customer Care environments. Seeking an opportunity to leverage educational background, product knowledge and problem solving abilities into a management role.
Overview
15
15
years of professional experience
Work History
U-verse Technical Support Rep II (Team Lead)
AT&T
Richardson, TX
04.2013 - Current
- Managed a team of 12 Tier II agents over a 3 month period and improved the team’s overall performance from ranking last to first place (total of 8 teams) within the Richardson Call Center
- Implemented the Richardson Resolution Team (RRT) share point site that allows Tier II agents to escalate complex issues to team leads in order to positively impact key KPIs
- Analyze KPIs and coach agents to improve organizational metrics (5% reduction in unnecessary dispatches leading to monthly savings of approx. $100,000; Over 2% reduction in repeat callers)
- Organize and conduct training workshops that provide strategies to improve agent performance (weekly M&P updates, Promotional Offerings, Ordering and De-escalation trainings)
- Collaborate with internal and external departments to effectively troubleshoot and resolve complex issues (i.e. Sales, Retention, Billing, Order Management Center, GNAC, UVDC, NAFG, technicians in the field)
- Subject matter expert in multiple ATT U-verse technical tools (i.e. MyCSP, CRM/Clarify, WFE , CAP, PST, OVALS,LSBBT, SDP, G2,BBNMS,FORCE/EDGE, CMS, XVU)
U-verse Tier 2 Technical Support Representative (Team Lead)
Pinnacle Technical Resources (AT&T)
Richardson, TX
06.2011 - 04.2013
- Supervised a team of 15-20 agents as acting manager
- Provided direction and feedback after monitoring calls for peer-to-peer coaching
- Addressed and resolved all customer concerns regarding the AT&T U-verse product
- Generated and analyzed daily performance reports for senior managers (AHT, Utilization)
- Coordinated schedule changes with Work Force Management (WFM) and management teams to ensure scheduling requirements were met
Education
Master of Science - Student Personnel Administration
Buffalo State University
Buffalo, NYBachelor of Art - Communication Studies
State University of New York at Buffalo State College
2018 Management Development Program Participant - undefined
Six Sigma Green Belt Certification - undefined
AT&T Quality Management
Operations Manager Coaching Tactics - undefined
AT&T Facilitated Training
Bachelor of Arts - Journalism And Mass Communication
Buffalo State University
Buffalo, NYSkills
- Excellent Customer Service
- Staff Training & Development
- Strong Verbal/Written Communications Skills
- Collaboration and Teamwork
- Project Management
- Critical Thinking
- Team Leadership
- Goal oriented/ Results driven
- Maximize Team Performance
Timeline
U-verse Technical Support Rep II (Team Lead)
AT&T
04.2013 - Current
U-verse Tier 2 Technical Support Representative (Team Lead)
Pinnacle Technical Resources (AT&T)
06.2011 - 04.2013
Bachelor of Art - Communication Studies
State University of New York at Buffalo State College
2018 Management Development Program Participant - undefined
Six Sigma Green Belt Certification - undefined
AT&T Quality Management
Operations Manager Coaching Tactics - undefined
AT&T Facilitated Training
Master of Science - Student Personnel Administration
Buffalo State University
Bachelor of Arts - Journalism And Mass Communication
Buffalo State University