Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
19
19
years of professional experience
Work History
Senior Account Specialist
Colorado Springs Utilities
Colorado Springs, CO
01.2022 - Current
Set up new customer accounts and updated existing profiles with latest information.
Adhered to standards of quality and service as well as all compliance requirements.
Completed routine and complex account updates to resolve problems.
Reviewed account activity to assess financial status and evaluate discrepancies.
Review & analyzes complex billing information & history
Customer Service Manager
T-Mobile
Colorado Springs, Colorado
01.2002 - 09.2020
Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Followed through with client requests to resolve problems.
Exceeded team goals and collaborated with staff members to implement customer service initiatives.
Introduced higher standards for customer service and increased efficiency by streamlining operations.
Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
Improved P&L from -$30,00 to $90,000 in two months
Education
High School Diploma -
Fountain Fort Carson High School
Fountain, CO
05.1986
Skills
Internal -Department Collaboration
Budgeting & Reporting
Staff Management
Managed P&L with monthly reporting to site director
Reviewing Account Records
Exceeded Metric Goals Monthly
Resolved Customer Escalated Issues
Elevated focus on Culture, Performance & Recognition
Accomplishments
Top 1% in the Nation for Performance
Hand Selected by Senior Leadership for Leadership Development Program