Wilfredo Gamez
El Paso,Texas
Summary
Resourceful Coordinator possessing outstanding prioritization, multitasking and planning abilities to juggle responsibilities. Systematic and methodical professional offering 14 years of hands-on experience handling various operational duties as well as extensive Customer Service skills. Commended and recognized for leading performance throughout 14 years with Verizon.Versatile background in various administrative support functions. Follows office workflow to increase performance levels, maintain files and records and support teams with various administrative tasks. Outstanding knowledge of Google drive. Team-minded Coordinator Versed in maintaining up-to-date files, preparing and recording attendance related reports for employee time management. Tech-savvy and hardworking professional knowledgeable in leadership communication and building relationships.
Overview
20
20
years of professional experience
Work History
Coordinator Customer Service Tech
Verizon Wireless
El Paso, Texas
04.2022 - 10.2023
- Responsible for taking escalated customer calls and providing them with long term tailored solutions.
- Opportunity to de-escalate customers while using critical thinking skills to repair brand loyalty.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Facilitated communication between different departments in order to resolve issues quickly.
- Guided employees in handling difficult or complex problems within Customer Service and Technical Support.
- Provided Leadership support to different teams while supervisor was out of the business.
- Conducted meetings with teams and provided goals, guidance and monitored interactions with customers.
Operations Time and Attendance Coordinator
Verizon Wireless
04.2021 - 04.2022
- On this role I had the opportunity to partner with Leadership, Human Resources, Sedgwick and other levels of management
- As a coordinator I was able to become a subject expert on Managing Your time off Guidelines as well as other benefits offered to employees such as STD and FMLA
- The following are key responsibilities I had on this role: Auditing timesheets on a weekly basis through VZ Time / NAT / My Attendance for accuracy
- Audit, monitor, track and report WPA, FML, STD claims and absences
- Communicate with Sedgwick, HR, Leadership the employees statuses on request and claims
- Utilized NAT Tool to audit and ensure accuracy in daily attendance impacting events
- Audit Corrective actions by ensuring all attendance impacting events were accurate
- Analyze and ensuring accuracy of employee reported time, PTO balances, UIA, Leave of Absence, Workplace Accommodation in several systems including Verint, VZ Time, NAT, Disability Dashboard, Sedgwick Via One and People Soft
- Analyzing data to make sure accurate records were kept
- Adapting through organizational changes and system updates
- Time management and meeting deadlines
- Collaborating with various departments, front line leaders to maintain a great employee experience for all stake holders.
Operations / Leave of Absence Project
Verizon Wireless
02.2021 - 04.2021
- On this project I had the opportunity to partner with training and development to train supervisors on attendance action items in NAT, Verint and VZ Time
- These training sessions were done through Adobe Connect with full Senior manager teams or 1 on 1 basis
- The 1 on 1training was provided to supervisors who were identified as attendance outliers and additional support was provided on attendance related items
- Within 5-6weeks of training we saw a 67% reduction in open NAT events
- This role allowed me to build a partnership with various levels of leadership
- Systems used: NAT Tool, Verint, VZ Time, Adobe Connect, Google Drive, Google Sheets, Blue Jeans.
Employee Engagement Team Member
Verizon Wireless
10.2019 - 01.2020
- In this rotational role I have had the opportunity to work alongside Customer service ops in organizing employee engagement events for our center and providing a positive culture for my peers.
Human Resource Ambassador
Verizon Wireless
El Paso, TX
01.2018 - 06.2019
- In this current role I have had the opportunity to team up with leadership and learn the Human Resource side of the business
- I have been part of recruiting events and been an advocate for Verizon Wireless at different public events such as the Texas Veterans Commission, El Paso Chamber of Commerce, and Ft Bliss
- This has allowed me to sharpen my skills in being able to identify the best talent available in our El Paso market
- Furthermore, I have also been able to promote to my peers different benefits Verizon Wireless provides to us and engage them to learn and use them when needed such as EAP, Medical Benefits, and Work Life Balance
- I have also been able to successfully organize Employee Assistance Program meetings that talk about different topics to keep a work life balance for employees
- This has allowed me to sharpen my skills on planning, communication, organization, confidentiality and meeting business goals efficiently with our leadership.
Customer Service Coordinator
Verizon Wireless
El Paso, Texas
01.2015 - 01.2018
- In this role I am responsible for taking ownership of escalated customer situations that arise as well as providing internal support to customer service and technical support agents on complex issues
- Using critical thinking skills and applying it to different situations
- Critical thinking is used on every call to be able to find the best outcome with a balanced benefit to both the customer and Verizon
- I also apply my high attention to detail on every situation that is presented to me with a high sense of urgency
- This is important when providing the best solution on a consult call or to a customer escalation to assist in an efficient manner
- On a daily basis I have an opportunity to de-escalate customers with my customer service experience that I have built for the last 14 years
- By having this opportunity I'm able to repair the Verizon brand a create trust and loyalty to our brand
- Also, in this role I am able to use my high communication skills when partnering up with leadership or internal work groups used to partner up with for different solutions
- Staying organized is also important in this role since it is crucial to follow up on certain situations that are being resolved
- Situations range anywhere from billing issues to complex technical issues
- In this role I have also had the opportunity to provided leadership support to my team when my supervisor is out
- In this role I work with many different tools on a daily basis such as the following: ACSS, Native MARS, DELPHI, Synchrony, Remedy, AYS, Google Drive, Google Sheets and an extended knowledge of escalation procedures and forms
- These and many more are resources are used to be able to meet our end goal which is to find the best solution for the customer and Verizon.
Customer Advocate
Verizon Wireless
El Paso, Texas
12.2010 - 01.2015
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Promoted available products and services to customers during service, account management and order calls.
- Maintained a high level of professionalism while communicating with customers via all channels.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Took special orders in person and over telephone, generating additional revenue every month.
- Researched problems with benefits, accounts, and services with speed and accuracy.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Assisted my peers and provide information to avoid transfers and a resolution for our customers
- Assigned to provide support to teams with assisting in difficult situations that might arise and deescalating difficult situations
- I assisted my peers by using my experience and extended knowledge with our products and services in any difficult situation
Rep-Customer Service
Verizon Wireless
El Paso, TX
05.2009 - 12.2010
- Assisted customers in resolving issues with their accounts or orders.
- Contacted customers about potential service upgrades, new lines of service and account changes.
- Provided timely and accurate responses to customer inquiries regarding products, services, and policies.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Received incoming calls from customers and responded to inquiries about product features and benefits.
- Collected deposits or payments and arranged for billing.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Customer Service Rep.
Telerx
01.2008 - 03.2009
Barista/ customer service
Starbucks
07.2006 - 01.2008
Cashier
Home Depot
09.2004 - 01.2006
Customer Sales Representative
West Telemarketing
03.2004 - 10.2004
Education
Some College (No Degree) - College of Business Human Resource Management
The University of Texas At El Paso
El Paso, TXSkills
- Document Management
- Data Entry
- Project Management
- Administrative Leadership
- Recordkeeping
- Database Management
- Team Oversight
- Negotiation
- Project Assistance
- Strategic Planning
- Updating Stakeholders
- Discretion and Confidentiality
- Work Planning and Prioritization
- Process Improvement
- Presenting Ideas and Plans
- Best Practices Implementation
- Customer Service
- Relationship Building
- Project Coordination
- Information Collection
Languages
Spanish
Professional
Affiliations
- Little league baseball coach
- Aviation enthusiast working on private pilot license.
References
References available upon request.
Timeline
Coordinator Customer Service Tech
Verizon Wireless
04.2022 - 10.2023
Operations Time and Attendance Coordinator
Verizon Wireless
04.2021 - 04.2022
Operations / Leave of Absence Project
Verizon Wireless
02.2021 - 04.2021
Employee Engagement Team Member
Verizon Wireless
10.2019 - 01.2020
Human Resource Ambassador
Verizon Wireless
01.2018 - 06.2019
Customer Service Coordinator
Verizon Wireless
01.2015 - 01.2018
Customer Advocate
Verizon Wireless
12.2010 - 01.2015
Rep-Customer Service
Verizon Wireless
05.2009 - 12.2010
Customer Service Rep.
Telerx
01.2008 - 03.2009
Barista/ customer service
Starbucks
07.2006 - 01.2008
Cashier
Home Depot
09.2004 - 01.2006
Customer Sales Representative
West Telemarketing
03.2004 - 10.2004
Some College (No Degree) - College of Business Human Resource Management
The University of Texas At El Paso
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