Stella Cisneros
San Diego,CA
Summary
Over 25 years of experience in the customer facing environment. Exceptional ability to communicate, handle customer escalations and negotiate resolutions, while keeping the company's interest in the forefront. Successfully collaborated with all levels of management to identify gaps and create improvements to existing processes, systems, and/or policies. A true champion for the frontline, responsible for sparking change to stagnant processes.
Overview
12
12
years of professional experience
Work History
CONTINUOUS IMPROVEMENT MANAGER - RAISE
AT&T
San Diego, CA
07.2018 - 10.2023
- Identified trends and recurring issues in order to enhance overall processes and productivity.
- Supported and took ownership of internal projects while collaborating with external partner groups.
- Worked closely with policy/process owners to identify root causes and developed effective corrective action plans.
- Increased efficiency and effectiveness across various customer-centric divisions
CUSTOMER SERVICE REP – EXECUTIVE OFFICE
AT&T
San Diego, CA
08.2014 - 06.2018
- Responsible for investigating and negotiating resolutions for consumer complaints filed with the Federal Communications Commission (FCC), Better Business Bureau (BBB), Public Utilities Commission (PUC), and any other available platform, including social media
- Experienced in ALL region's Billing and Ordering systems (West, Southwest, Midwest, and Southeast)
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Built positive rapport and successfully collaborated with peers and leadership.
CUSTOMER SERVICE REPRESENTATIVE
AT&T
San Diego, CA
01.2012 - 08.2014
- Assisted peers with orders, systems, methods and procedures (M&P)
- Experienced in Billing and Ordering systems across ALL regions (West, Southwest, Midwest, Southeast)
- Handled customer inquiries and complaints empathically, courteously, and professionally
- Enhanced customer service experience and exceeded team goals by collaborating with leadership and implementing effective negotiation tactics
- Solved and addressed customer service inquiries and complaints.
Education
Legal Assistant -
Eldorado College
L.E.A.D. Certification Program -
Skills
- Microsoft Office
- Complex Problem-Solving
- Customer Retention
- Escalation Management
- Recipient of AT&T's Service of Excellence Award
- Critical Thinking
- Professional Phone Etiquette
Affiliations
- AT&T Pioneers
- Women of AT&T
- Project Management Network
Timeline
CONTINUOUS IMPROVEMENT MANAGER - RAISE
AT&T
07.2018 - 10.2023
CUSTOMER SERVICE REP – EXECUTIVE OFFICE
AT&T
08.2014 - 06.2018
CUSTOMER SERVICE REPRESENTATIVE
AT&T
01.2012 - 08.2014
Legal Assistant -
Eldorado College
L.E.A.D. Certification Program -
Similar Profiles
Eonna SmithEonna Smith
Telephone Sales Representative at AT&TTelephone Sales Representative at AT&T
Katie BryanKatie Bryan
Lead Project /Senior Program Manager at AT&TLead Project /Senior Program Manager at AT&T
Elihu Porter ElElihu Porter El
Retail Sales Consultant at AT&TRetail Sales Consultant at AT&T
Brooks RubinoBrooks Rubino
Client Solutions Executive II at AT&TClient Solutions Executive II at AT&T
RAMAN DHILLONRAMAN DHILLON
Sandwich Artist at SUBWAY®RestaurantsSandwich Artist at SUBWAY®Restaurants