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Work Background
HybridHELIX Consulting LLCExecutive Strategy Consultant & CEO
Dec. 2017Albuquerque, New Mexico Area• Developed innovative strategies to support business owners and drive future success. • Engaged employees in new ways, attracted new customers, and aligned goals for success. • Partnered with clients to achieve their goals and enhance overall business performance.
Alliance DataSharePoint Admin & Coaching Supervisor
Nov. 2016 - Sep. 2019Rio Rancho, New MexicoMy goal is to help as many individuals as possible in achieving their professional goals and dreams. I do this by leveraging my experience in customer service leadership to develop ongoing professional connections that allow for dream identification and self-development.
Integrated Refreshment Logistics LCCExecutive Partner of Network Operations
Oct. 2014Albuquerque, New Mexico AreaAs the executive partner of network operations within my organization I am responsible operation and design of our refreshment logistics network. We are currently looking for investors and more members of our executive team. We have a plan and design that we believe can make a difference in global warming and secure the future of our next generations.
T-MobileSenior Representative Technical Care
Sep. 2014 - Nov. 2016Albuquerque, New Mexico AreaFront line leader for a team of 16 peers providing direct response to customer issues and concerns. This includes but not limited to: - Worked alongside my coach to design strategies to motivate and inspire our team to high performance. - Developed a team management system in Excel that allowed us to manage our team easier and understand where our points of opportunity were so we could improve them quickly. - Developed various additional tools which helped the entire call center, this includes a metric reporting tool that reduced report time for daily metric e-mails and a tool for the agents to use to increase the Jefferson Bookend (JefferSonic) initiative adoption rate. - Handled complex and difficult customer concerns using high performing customer service skills and highly proficient technical knowledge. - Actively coached and provided feedback to agents both between calls and in coaching sessions focused on their self-development plans and motivation style. - High number of promotions generated on the team due to the synergy, knowledge, and environment that I cultivated.
T-MobileTier IV Specialized Technical Care Representative
Apr. 2013 - Sep. 2014Albuquerque, New Mexico AreaInbound technical support agent, responsible for complex services including mobile broadband (hotspot) solutions, network configuration, and VOIP services. Notable mentions: - Obtained consistent results performing in the top tier of the department. - Coached peers on methods to improve performance. - Contributed to a positive environment.
T-MobileTier III (PDA) Technical Care Specialist
Feb. 2009 - Apr. 2013Albuquerque, New Mexico AreaServed on a team of technical care professionals taking inbound calls pertaining to cellular phone troubleshooting. This included software, hardware, network, and user education concerns. Notable Mentions: - Received the Reclaim the Fame award from our CEO due to the high level of customer satisfaction I created. - Personally developed my emotional IQ and customer service skills over years of practice in this position. - Developed into a leader mindset and made it my purpose to serve my team, where I was able to help tackle complex customer issues.
T-MobileTier I Customer Service Representative
Sep. 2008 - Feb. 2009Albuquerque, New Mexico AreaMy career started with T-Mobile when I was 18 years old, I took advantage of every learning opportunity offered to me by T-Mobile in order to help me grow myself and find what I wanted to do within the organization. In this position I took customer care calls related to any and all customer concerns. Duties included but were not limited to: - Billing breakdowns - Resolving complex billing concerns - Understanding rate plan configurations - Acting as a consultant for our customer Notable Mentions: - Quickly excelled in call handling skills - Learned billing system in a great amount of detail - Promoted in a very short time frame into technical care due to high performance
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