Monique Armijo
Pueblo,CO
Summary
Dynamic Customer Service Manager with AT&T Mobility, skilled in call center management and problem-solving. Proven track record in training and mentoring teams, enhancing customer satisfaction through effective relationship management. Spearheaded quality control initiatives, driving service excellence with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.
Overview
19
19
years of professional experience
Work History
Customer Service Manager
AT&T Mobility
10.2006 - Current
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Facilitated cross-departmental meetings to ensure cohesive customer service strategies.
Education
Bachelor of Science - Business A Concentr in Human Resource
Colorado Technical University
Colorado Springs, CO12-2019
Skills
- Call center management
- Problem-solving
- Microsoft outlook, word, and Excel
- Training and mentoring
- Decision-making
- Customer relationship management (CRM)
- Administrative support
- Staff education and training
Accomplishments
- AT&T Summit Winner 2024
- MDP Graduate 2024
- RSDP Graduate 2024
- Won Service Excellent Award in 2024
- Won AT&T Connection Award in 2022.
Timeline
Customer Service Manager
AT&T Mobility
10.2006 - Current
Bachelor of Science - Business A Concentr in Human Resource
Colorado Technical University
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