Marivel Saenz
Mission
Summary
Customer Service Manager with 20+years of experience in sales, customer retention, team leadership, and quality assurance. Proven track record of delivering exceptional customer experiences, improving team performance, and driving sales results through strong communication, coaching, and problem-solving skills.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Manager
T-mobile
05.2004 - 04.2026
- Led customer service initiatives to enhance team performance and drive satisfaction.
- Developed training programs to improve staff skills and service delivery consistency.
- Analyzed customer feedback trends to implement process improvements and resolve issues.
- Collaborated with cross-functional teams to streamline operations and optimize resource allocation.
- Managed escalated customer inquiries, ensuring timely resolution and maintaining relationships.
- Conducted regular performance assessments, providing coaching and support to team members.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Followed through with client requests to resolve problems.
Education
High School Diploma -
La Joya High School
La Joya TxSkills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Negotiation
- Time management
- Closing Sales
- Excellent time management skills
- Exceptional telephone etiquette
- Upselling and cross-selling
- Active listening
- Relationship Building
- Team Collaboration
- Problem Solving
Accomplishments
Spearheaded "BeRReal" a 360 degree feedback initiative that scaled from local pilot to a company wide standard, directly improving retention and operational transparency.
Certification
Chat GPT
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Manager
T-mobile
05.2004 - 04.2026
High School Diploma -
La Joya High School