Tina L. Mendez
Fort Worth,Texas
Summary
Experienced and influential leader with 20+ years in Contact Center Management, operations, and performance enhancement. Seeking Sr. Performance Delivery Manager role at T-Mobile. Proven track record of transforming underperforming operations, improving organizational infrastructure, and fostering cross-departmental partnerships to exceed business goals and enhance customer experience. Fluent in Spanish for effective communication with diverse individuals.
Overview
26
26
years of professional experience
Work History
Sr. Performance Audit Manager
T-Mobile
01.2020 - Current
- Lead internal and partner relationship management for nearshore operations, ensuring alignment and compliance with T-Mobile’s performance objectives, processes, policies, and customer experience goals.
- Managed consumer operations in both English and Spanish across consumer postpaid voice.
- Optimize customer experience, and reduce operational costs, resulting in sustained improvements in efficiency and quality behavior-based influence interactions.
- Participated in strategic and operational planning, including staffing and resource allocation to meet evolving business needs.
Vendor Manager
Sprint
01.1999 - 01.2020
- Lead internal and partner relationship management for domestic, nearshore, and offshore operations, ensuring alignment with Sprint performance objectives and customer satisfaction goals.
- Oversee and manage business and consumer operations in both English and Spanish across multiple channels, including voice, messaging, social media, collections, telesales, landline, and retention.
- Spearhead strategic and operational planning, including staffing and resource allocation to meet evolving business needs.
- Leveraged influence and leadership skills to drive behavior changes by promoting the use of process & procedure tools as well as optimizing support resource across teams, with a focus on achieving one-call resolution. This resulted in improved customer experience, a reduction in outbound calls, as well as a consistent increased trajectory in customer satisfaction.
- Successfully implemented Q4 First Call Resolution (FCR) outlier management, demonstrating effectiveness in managing performance through a balanced scorecard approach.
Education
Business Degree -
University of Arizona Global College
02.2025
Skills
- Fluent in Spanish (Written & Spoken)
- Contact Center Management
- Operational Efficiency
- Customer-Centric
- Leader Development
- Cross-Functional Collaboration
- Performance Improvement
- Vendor and Partner Relationship Management
- Strategic Planning and Execution
- Cost Reduction Strategies
- Workforce Management
Accomplishments
- Pacesetter, Heart (2), and Top Leader Award Recipient – Top Yearly Leader in Performance
- Honored by 'Who’s Who' Historical Society – Recognized for leadership excellence.
Professional References
Available upon request
Timeline
Sr. Performance Audit Manager
T-Mobile
01.2020 - Current
Vendor Manager
Sprint
01.1999 - 01.2020
Business Degree -
University of Arizona Global College
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