Trenton Lopez
Durham,NC
Summary
Experienced manager with over 15 years of experience in customer service operations. Skilled in data analysis and inventory management, driving improvements in team performance and customer satisfaction. Committed to fostering a positive workplace culture and ensuring adherence to safety protocols.
Overview
18
18
years of professional experience
2
2
Certifications
Work History
Manager
DIRECTV
Durham, North Carolina
01.2011 - Current
- Resolved escalated customer issues, achieving timely resolutions and high satisfaction.
- Supervised daily operations of customer service teams, improving service delivery.
- Facilitated regular team meetings to review performance and align on strategic initiatives.
- Collaborated with cross-functional teams to improve communication and streamline workflows.
- Monitored employee adherence to safety protocols to ensure compliance.
- Facilitated employee engagement activities to foster a positive workplace culture.
Cable Technician
Suddenlink
Cabot, Arkansas
03.2010 - 12.2010
- Installed and maintained cable systems, enhancing connectivity for residential and commercial clients.
- Diagnosed and repaired service issues, restoring service and minimizing downtime using specialized tools and equipment.
- Executed Node Balancing during Fiber Plant Conversion, optimizing network performance and ensuring reliable service delivery.
Supervisor
DIRECTV
Sheridan, Arkansas
08.2009 - 03.2010
- Supervised installation teams, ensuring delivery of quality service while maintaining compliance with safety standards.
- Conducted performance evaluations, identifying training needs to enhance team productivity.
- Trained new employees on procedures, tools, and customer service expectations.
- Resolved customer inquiries and escalated issues, maintaining high customer satisfaction levels.
System Trainer
DIRECTV
Hillsborough, North Carolina
06.2008 - 07.2009
- Conducted hands-on training sessions on system navigation for employees.
- Employed diverse instructional techniques to enhance trainee engagement and information retention.
- Monitored and assessed training activities to evaluate program effectiveness.
- Delivered sessions on new systems and software to team members, ensuring comprehensive understanding.
Technician
DIRECTV
Hillsborough, North Carolina
10.2007 - 06.2008
- Conducted equipment troubleshooting to ensure optimal service quality.
- Installed satellite dishes and receivers for residential and commercial clients.
- Assisted customers with setup and operation of satellite services.
- Provided technical support via phone for customer inquiries and issues.
- Managed mobile inventory to maintain operational efficiency.
Education
High School Diploma -
Cresset Christian Academy
Durham, NC06-2004
Skills
- Cross-functional collaboration
- Customer service excellence
- Data analysis and reporting
- Safety compliance
- Performance metrics
- Expense management
- Inventory oversight
- Verbal and written communication
- Partnership development
Certification
Six Sigma Yellow Belt
Accomplishments
AT&T Leadership Coin recipient 2019
Timeline
Manager
DIRECTV
01.2011 - Current
Cable Technician
Suddenlink
03.2010 - 12.2010
Supervisor
DIRECTV
08.2009 - 03.2010
System Trainer
DIRECTV
06.2008 - 07.2009
Technician
DIRECTV
10.2007 - 06.2008
High School Diploma -
Cresset Christian Academy