Veronica Alvarez

•Manager of retail store
•Taking deposits
•Assigning work schedule
•Training new policies and products
•Completing phone and accessory inventory monthly.
•Holding myself and advocates accountable to the metrics set in place by ownership.
•Conducting disciplinary proceedings when needed.
•Doing events out of store in effort to help promote Cricket Wireless business.
•Collaborating with peers on a weekly basis to keep on top of the company's products and services. Review changes and/or new policies set in place.

•Took calls from business customers who needed assistance with billing, technical and account management.

• Business consultant for AT&T's customers.

• Self motivated with a positive attitude who is always looking for ways to improve and exceed expectations.

• Attended and held team discussions to find ways to implement and or improve processes.

• Kept adherence and attendance at company's goal. Knowing that attendance was very important to achieve AT&T's revenue expectations.

• Support Autonomy Etalk Qfiniti application for several sites.
• Review calls with teams to look for changes that can be made to the process so that we can be more efficient.
• Did trouble shooting for managers who alerted me that agents are not recording.
• Reviewed servers to ensure that they are recording daily.
• Escalate any issues that cannot be resolved at my level.
• Add new users into Qfiniti.
• Add additional recordings for agents when asked by managers
• Assist with Analytics reporting and managers evaluation score cards
• Create recording schedules
• Create evaluations
• Attended or Held conference calls to review changes or outages
• Track my progress and request for reporting purposes
• Managing development and deployment of innovative technology

(In March of 2015 AT&T went through a downsize at which time I was surplussed. When the opportunity came up again I reapplied and was rehired to start on October 3 2016. The company went through another downsizing in August of 2020 which is when I left AT&T for the second time)

• Monitor and evaluated recordings for the South Central sites.
• Create weekly and monthly.
• Held team meetings with managers and representatives to discuss changes made to The Score Cards.
• Did system updates to align our Advisor and Superview applications in accordance to the Organization.
• Had meetings with The National Quality Assurance Team to discuss and create new score cards that would help increase the Company wide Quality percentages.
• Created Power Points needed to train new material
• Did class room training with Agents, Managers, Area Managers and Directors to review new Quality Assurance metrics
• Provide guidance and helpful tips to those in need.

• Manage a team by helping them meet and exceed all key elements that the company had set in place (credit limits, adherence, availability, Quality percentages etc).
• Took escalations when customers requested to speak to upper management.
• Completed timesheets for agents/corrected them when needed.
• Created and reviewed performance evaluations.
• Held team meetings to discuss any new process, applications, rate plans and equipment that the company had created or upgraded.
• Created roadmaps to success for the representatives and held employee engagement celebrations.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Receive/placed calls - assisted customers who needed assistance with their bills, service, equipment and rate plans.
• Maintained my performance requirements as set by the company. Quality assurance of 85% or better, adherence of 90% or better, Average Handle time of 320 seconds or less.