Saul Arredondo
Crandall,TX
Summary
Adept at spearheading initiatives that enhance customer satisfaction and operational efficiency, my tenure at Verizon Business honed my technical knowledge and problem-solving prowess. By implementing strategic client retention strategies and fostering teamwork, I've consistently driven projects to exceed targets, achieving notable improvements in process optimization and team performance. As well as responsible customer solutions specialist providing exceptional service by anticipating and preventing issues and following up with customers. Smart candidate with experience analyzing reports and data and keeping records of customer interactions.
Overview
5
5
years of professional experience
Work History
Escalations Manager
HCL Tech
Dallas, TX
11.2023 - Current
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
- Devised tailored action plans to address recurring issues identified through trend analysis, leading to significant improvements in long-term customer satisfaction levels.
- Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
- Streamlined escalation processes for quicker issue resolution and improved customer experience.
- Implemented new training programs to equip team members with skills necessary for handling challenging situations effectively.
- Coordinated efforts with other departments to ensure seamless service delivery during critical situations involving multiple parties.
- Managed a high-performing escalations team that consistently exceeded targets in terms of case closure rates and customer satisfaction scores.
- Created detailed reports on escalated cases to identify trends and areas for improvement.
- Spearheaded initiatives aimed at improving the overall reputation of the company by consistently delivering exceptional customer support during high-pressure situations.
Senior Analyst
Verizon Business
Dallas, TX
05.2022 - 11.2023
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Improved company efficiency with the development of key performance indicators and tracking metrics.
- Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.
- Provided technical support for troubleshooting analytics and reporting issues.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Developed complex dashboard and reporting tools to track business performance metrics.
Project Manager
Verizon Business
Dallas, TX
07.2019 - 05.2022
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
Education
BBA - Business Management
The University of Texas At Arlington
Arlington, TX05-2016
Associate of Science - Computer Science
Eastfield College
Mesquite, TX12-2014
Skills
- Technical knowledge
- Goal Setting and Achievement
- Client Retention Strategies
- Spreadsheet tracking
- Database Maintenance
- Reporting and documentation
- Form processing
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Problem-solving abilities
- MS Office
Accomplishments
- Achieved a multi million contract renewal through effectively helping with order tracking of Apple's wireline contract with Verizon.
- Supervised team of offshore third party staff members .
Languages
Spanish
Native or Bilingual
Timeline
Escalations Manager
HCL Tech
11.2023 - Current
Senior Analyst
Verizon Business
05.2022 - 11.2023
Project Manager
Verizon Business
07.2019 - 05.2022
BBA - Business Management
The University of Texas At Arlington
Associate of Science - Computer Science
Eastfield College