Roberto Morales
El Paso,TX
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
26
26
years of professional experience
Work History
Supervisor
Verizon Wireless
10.2006 - 10.2023
- Provided customer satisfaction by identifying and eliminating barriers for remote teams
- Analyze reports to determine the level of service
- Used tools Like IEX to determine efficiencies and availability
- Lead change by training and implementing new processes
- Real-time Monitoring
- Conduct performance reviews/ Fierce conversations
- Build Remote Culture by celebrating success, remote events, Social Media
- Oversight of daily operation
- Assists with answering incoming calls as needed
- Handles and resolves Technical issues
- Training and Coaching of staff as required
- Open communications with other departments and teams Via phone, chat and email
Providian
05.2000 - 11.2005
- El Paso — Collections Escalation Team, Took over escalated calls to find resolutions
- Outbound collections / Excellent Customer Service
- Negotiated Payoff
Discount Tire, EL Paso — Tire Tech
01.1998 - 01.2000
- Upsell to drive Satisfaction and Safety
- Fix, Change, Rotate, and Balance tires
- Manage bays by having merchandise and work orders ready for the techs
Education
Diploma - Administration
2000
Diploma -
1999
Skills
- Experience supervisor with 7 years of leadership experience
- Performance Evaluation
- Staff Management
- Process Monitoring and Improvement
- Training and Mentoring
- Project Management
- Understanding needs to deliver solutions that will enhance the customer’s experience
- Experienced in reading reports to drive metrics
- Microsoft Office and Google Suite
- Supported Tech, Escalations, Sales, Retention, and Chat teams
- Team Building
- Effective Communication
- Conflict Resolution
Additional Information
- AWARDS , 2019 Legends Winner Verizon 2015 Retention Supervisor of the Year Verizon
Languages
Spanish
Full Professional
Timeline
Supervisor - Verizon Wireless
10.2006 - 10.2023
- Providian
05.2000 - 11.2005
- Discount Tire, EL Paso — Tire Tech
01.1998 - 01.2000
International Business College - Diploma, Administration
Socorro High School - Diploma,