Summary
Overview
Work History
Education
Skills
Additional Information - Detailed References
Occupational Licenses Certificates And Training
Activities
Accomplishments
Certification
Languages
Timeline
Generic

PATRICIA MENDOZA

Edinburg

Summary

Dynamic training and development professional with extensive experience at T-Mobile USA, excelling in call center operations and customer education. Proven ability to enhance team performance through effective coaching and empathetic communication. Skilled in payment processing and adept at fostering a collaborative environment, ensuring high-quality service delivery and customer satisfaction.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Mobile Billing Bilingual Respresentative

Charter Communications, Spectrum
McAllen
07.2024 - Current
  • Developed an understanding of company products and services in order to answer customer questions accurately.
  • Answered customer inquiries in English and Spanish, providing accurate information.
  • Assisted customers with product selection based on individual needs.
  • Adhered strictly to data protection regulations when handling confidential information from clients.
  • Assisted customers with product returns and exchanges in both languages.

Senior Trainer

T-Mobile Call Ctr
Mission
05.2008 - 11.2023
  • Interview potential candidate for employment
  • Train new hires
  • Prepare class ensuring equipment in working condition submit any repair request required
  • Prepare all training materials for new hires
  • Set up meetings for managers and human resources presentations for the new hires
  • Train on systems, policies, and customer services expectations
  • Deliver continuing education for existing employees
  • Verify documents for I-9 and submit confirmation for employment eligibility.
  • Observe and provide feedback to trainers
  • Assisted Department manager and production managers with any and needed coverage or support
  • Initiated and maintained mentor program for the site
  • Traveled to other sites to provide training support
  • Conducted virtual training via WEBEX

Trainer

T-Mobile Call Ctr
Mission
05.2005 - 05.2008
  • Interview potential candidate for employment
  • Train new hires
  • Prepare class ensuring equipment in working condition submit any repair request required
  • Prepare all training materials for new hires
  • Set up meetings for managers and human resources presentations for the new hires
  • Train on systems, policies, and customer services expectations
  • Deliver continuing education for existing employees

Supervisor of Operations

T-Mobile Call Ctr
Mission
04.2004 - 05.2005
  • Interview potential candidate for employment
  • Observed and coach calls for quality assurance and employee performance development.
  • Planned and conducted team meetings
  • Prepared team performance report and update for manager
  • Create SMART Goals for the team and individual team members.

Senior Representative

T-Mobile Call Ctr
Mission
11.2003 - 04.2004
  • Took escalated customer calls
  • Monitor and grade representative calls for team
  • Supported supervisor with team monitoring and team meetings.

Education

High School Equivalency Diploma - General High School Curriculum

Pan American University
Edinburg, TX

Skills

  • Training and development coordination
  • Fluent communication skills
  • Empathy and patience
  • Interpretation expertise
  • Call center operations
  • Script adherence
  • Courteous demeanor
  • Call escalation
  • Follow-up skills
  • Skype
  • Payment processing
  • Customer education
  • Adaptability and flexibility

Additional Information - Detailed References

  • Bryan DUNN, Training Manager, T-Mobile USA, 3711 SAN GABRIEL RD, Mission, TX, 78572, 956-240-3479
  • Yvette Vilanova, Admin Asst, 956-472-2066

Occupational Licenses Certificates And Training

  • Trainer University, T-Mobile USA, 05/01/22
  • Coach University, T-Mobile USA, 12/01/05

Activities

Top Performing Trainer of the Year, 2021

Accomplishments

  • Created and maintained a mentorship development program for top performers seeking to further career opportunities as leadeship.
  • 90 percent of internal promotions where from the mentorship program that support training and production teams.

Certification

Obtain certification with company sponsored workshops to build and enhance skills as a facilitator and supervisor.

Languages

English
Professional
Spanish
Professional

Timeline

Mobile Billing Bilingual Respresentative

Charter Communications, Spectrum
07.2024 - Current

Senior Trainer

T-Mobile Call Ctr
05.2008 - 11.2023

Trainer

T-Mobile Call Ctr
05.2005 - 05.2008

Supervisor of Operations

T-Mobile Call Ctr
04.2004 - 05.2005

Senior Representative

T-Mobile Call Ctr
11.2003 - 04.2004

High School Equivalency Diploma - General High School Curriculum

Pan American University

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