Shaquille Melendez
San Antonio,TX
Summary
Mentoring professional with proven track record in fostering growth and development among individuals. Expertly navigates challenging scenarios to provide insightful guidance and support. Known for strong collaboration and adaptability in dynamic environments, delivering consistent results through effective communication and goal-setting.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Retention mentor
Charter Communications- Spectrum
San Antonio, TX
01.2024 - Current
- Earned 2025 spectrum elite trip by mentor role.
- Developed a brand identity utilized by the whole call center.
- Provide guidance to team and facilitate their development by identifying areas of opportunities and providing feedback and goals
- Served as a role model for professionalism, integrity, and dedication within the mentorship program environment.
- Enhanced mentee performance by providing personalized guidance and support.
- Guided mentees in overcoming challenges by sharing personal experiences and offering practical advice.
- Offered constructive feedback on mentee progress, enabling them to refine their skills and enhance their potential.
- Monitored mentee performance consistently, identifying areas of improvement and adjusting mentorship approaches accordingly.
- Assisted mentees in setting achievable goals and creating realistic action plans for personal and professional growth.
- Promoted a growth mindset among mentees, encouraging them to view setbacks as opportunities for learning and growth.
- Adapted mentorship style based on individual mentee needs, enabling tailored interventions that drove better results than one-size-fits-all approaches.
- Collaborated with fellow mentors to exchange best practices, ensuring continuous improvement of mentoring strategies.
- Enhanced team productivity by introducing innovative mentoring techniques that fostered supportive learning environment.
HITZ Mentor
Charter Communications -spectrum
San Antonio, TX
03.2024 - 07.2024
- Chosen by training manager to represent call center in high-impact project.
- Played a pivotal role in implementing the initial retention training program for the start up retention call center in Pharr Texas.
- Utilized bilingual abilities to translate documents and correspondence for colleagues into both English and Spanish enhancing internal communication processes within the organization.
- Evaluated employee performance regularly, identifying areas for improvement and suggesting appropriate solutions.
- Implemented quality control measures to ensure accurate translations and clear communication between clients and team members.
- Increased overall efficiency by providing real-time translation services during meetings.
- Organized team-building exercises to foster collaboration, trust, and camaraderie among colleagues from diverse linguistic backgrounds.
- Managed a diverse team of bilingual employees, ensuring clear communication and understanding across language barriers.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Customer Retention Specialist
Spectrum (Charter Communication LLC)
San Antonio, TX
02.2023 - 01.2024
- Utilize a consultative approach in an effort to present the value of products and services with the purpose of retaining core products and customers, and selling products and services to existing customers
- Receive a high volume of incoming phone calls and respond to inquiries in a manner that meets high quality, productivity, and other performance standards
- Retain and upgrade cable services in accordance with company requirements and customer needs
- Save customers from disconnecting or downgrading service; present benefits of products and services on all calls including billing, technical, collections, and other types of inquiries
- Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines
- Escalate unresolved complaints in a timely and effective manner, in accordance with escalation guidelines
- Attempt to troubleshoot customers' service problems; schedule field service calls when necessary; Schedule customer appointments in accordance with established procedures
Social media content moderator lead
TaskUs
San Antonio, TX
02.2021 - 01.2023
- Lead teams of up to 20 people in both remote and on-site settings
- Create processes and procedures to guarantee timely task efficient
- Developed and prepared training documents critical to the adoption of Quality Management Systems to improve efficiency
- Successfully led a team of ten customer service agents to consistently meet and exceed customer satisfaction targets
- Developed a comprehensive training program to help new team members to quickly integrate
- Organized team meetings to discuss goals and objectives, ensured deadlines are met, and provided guidance and mentorship
- Created and implemented strategies to motivate team members and increase productivity
- Resolved conflicts between team members and provided constructive criticism to improve performance
- Established processes for tracking team progress and providing feedback
- Regularly monitored team performance and reported progress to senior management
- Analyzed customer feedback and implemented strategies to improve customer service
- Developed effective communication systems to ensure team members were informed of changes in policy and procedure
Social Media Content Moderator
TaskUs
San Antonio, TX
09.2020 - 02.2021
- Reviewed and moderated user-generated content on our platform to ensure compliance with our policies and guidelines; Provided support and assistance to users as needed
- Removed or flagged content that violates company policies or is inappropriate or offensive
- Analyzed trends and patterns in content to identify potential issues or concerns
- Collaborated with other teams, such as legal, policy, or customer service, to ensure compliance with relevant laws and regulations
- Provided customer support to users by answering questions and addressing concerns related to content moderation
- Maintained detailed documentation of review and moderation activities
- Stayed up-to-date on company policies and guidelines and any changes or updates
Social Media Advertising Chat Customer Service Representative
TaskUs
San Antonio, TX
03.2020 - 09.2020
- Advertising support agent
- Helped customers in well known social platforms in how to advertise their product as well as making sure they followed advertising policy in platform
- Managed client records
- Set up client appointments
- Provided policy and service information
- Assisted customers with a warm and professional attitude
- Resolved customer information and complaints
- Handled online orders and credit card transactions
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems quickly and efficiently
- Scored in top 10% of employees in successful resolution of issues
- Developed reputation as an efficient service provider with high levels of accuracy
- Described product to customers and accurately explained details and care of merchandise
- Answered product questions with up-to-date knowledge of sales and store promotions
- Managed wide variety of customer service and administrative tasks to resolve customer issues
- Helped drive sales goals and achieve monthly quotas
- Asked open-ended questions to assess customer needs
- Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events
- Recommended alternative items if product was out of stock
Disney plus customer service representative
TaskUs
San Antonio, TX
12.2019 - 03.2020
- Assisted customers with a warm and professional attitude
- Answered calls from customers
- Managed client records
- Performed customer service surveys
- Provided policy and service information
- Resolved customer information and complaints
- Handled online orders and credit card transactions
Customer Service Representative / floor support / trainer
STARTEK
San Antonio, TX
10.2018 - 12.2019
- Internet/ voice repair agent/ floor support specialist
- Trainer
- Ability to read, write, speak and understand English/ spanish
- Actively and consistently support all efforts to simplify and enhance the customer experience
- Process customer orders in a courteous, efficient and timely manner
- Effectively present and discussed Spectrum products and services
- Conveyed an image of quality, integrity and superior understanding regarding services
- Managed customer interactions professionally and efficiently
- Effectively addressed customer questions, complaints and concerns within the scope of responsibility
- Remained current and knowledgeable on every aspect of supported product
- Facilitated customer issue escalations
- Determined necessity for field visits
- Accurately document customer account records based on actions taken
- Fulfilled work schedules as required
- Participated in quality coaching sessions to ensure efficient and effective interactions with customers
- Kept supervisor informed of any work-related concerns
- Perform other duties as assigned
Service Technician/ sales
PowerHouse Electric
San Antonio, TX
07.2015 - 07.2017
- Fixed residential lighting problems and encouraged home owners to add more lighting to their home
Education
High school or equivalent -
Skills
- Customer Care
- Service Technician Experience
- Bilingual
- Electrical Experience
- Sales
- Communication skills
- Interpretation
- Google Analytics
- Digital Marketing
- Supervising experience
- Social Media Management
- Fluent in English and Spanish
- Call Center
- Customer Support
- Translation
- Analytics
- Customer Service
- Effective leadership
- Skill development
- New hire training
- Creative problem solving
- Group and individual instruction
Accomplishments
- Achieved 2025 spectrum elite trip by my exceptional work in the mentor program.
- Developed a brand identity used by the whole call center.
Certification
- Apprentice electrician, 02/01/17, Present
- Food Handler
- Driver's license
- Food handler certificate
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Languages
Spanish
Native or Bilingual
Timeline
HITZ Mentor
Charter Communications -spectrum
03.2024 - 07.2024
Retention mentor
Charter Communications- Spectrum
01.2024 - Current
Customer Retention Specialist
Spectrum (Charter Communication LLC)
02.2023 - 01.2024
Social media content moderator lead
TaskUs
02.2021 - 01.2023
Social Media Content Moderator
TaskUs
09.2020 - 02.2021
Social Media Advertising Chat Customer Service Representative
TaskUs
03.2020 - 09.2020
Disney plus customer service representative
TaskUs
12.2019 - 03.2020
Customer Service Representative / floor support / trainer
STARTEK
10.2018 - 12.2019
Service Technician/ sales
PowerHouse Electric
07.2015 - 07.2017