Customer Service Manager

JOEY TRUJILLO

*** **** **** *** #*** 720-***-****

Denver, CO 80203

http://www.linkedin.com/in/joeytrujillo ****.********@*****.***

SUMMARY

Encompass a solid professional background in operations, training, and

sales. Strong work ethic, learn quickly, have solid analytical and time

management skills. Excel in positions, seen as a reliable and valuable

resource regularly called upon by team members and management. Possess

skills to be an asset to any organization, and look for advancement

possibilities based on merit.

Project Management Staff Development Customer Service

Goal Attainment Strategic Planning Program Development

Account Management Auditing Presentations/Trainings

PROFESSIONAL EXPERIENCE

CRICKET COMMUNICATIONS INC. 2002 - 2011

Greenwood Village, CO

Customer Operations Manager, 2009 -

2011

Responsible for developing new and enhancing existing policies based on

market feedback and ideas for 15 Front Range retail stores from Denver to

Pueblo. Performed audits for each retail store to ensure policies and

procedures were in compliance with corporate standard operating procedures,

while identifying training needs, and opportunities to reduce areas of

risk. As a result of audit findings provided training to existing

employees to enhance skills and reinforce processes and policies.

. Improved internal audit score of less than satisfactory to a good 95.6%

rating, by identifying key areas of risk and implementing bullet-proof

processes and controls for 15 retail stores across the Colorado Front

Range.

. Decreased department credit expenditures 62% with an annual cost savings

of $80,000 by implementing consistent guidelines, budgets and regular

monitoring.

. Worked with Colorado Area Leadership and Regional Customer Operations

Manager in the creation of and monitoring of the local budget and metric

targets

. Introduced and implemented new technology, products and services through

training including launch of new inventory and billing systems.

. Responsible for customer service escalations in the Colorado markets

including working with Federal Communications Commission, Colorado Court

testimony, and the Better Business Bureau.

Indirect Account Manager, 2006 -

2009

Territorial manager for indirect store locations responsible for achieving

results based on measurable market data and company metrics. Facilitated

quarterly non company owned dealer meetings and trainings for 37 stores and

their employees. Colorado sales team leader and known as a reliable

resource for technical questions and solutions.

. Successful market launch experience hitting indirect distribution and

training targets for Colorado Springs and Pueblo locally. Helped launch

the Portland, Houston and Chicago markets that included multiple large

group trainings, individual site surveys, and cross departmental

coordination.

. Maximized marketing budget for non-company authorized locations for the

benefit of the principle and related market pooling resources for broad

impact in advertising.

. Successfully hit company sales and metric targets running profitable

markets and have received awards and recognized throughout the company.

. Developed and coordinated a streamlined approach to performing physical

inventory counts to meet SOX requirements resulting in saving the company

an estimated $100,000 in labor wages that has received an award and

recognition by senior leadership.

Indirect Sales Coordinator, 2002 -

2006

Supported the Colorado indirect sales team with meetings, systems and

managing third party demonstration phone lines. Performed and streamlined

detailed weekly and monthly sales reports for the Colorado indirect sales

team. Prospect indirect doors and potential premier locations for Colorado

market growth.

. Managed SalesForce.com and internal systems to accurately represent

Colorado locations information on web search system and interactive voice

response system.

. Created a database to order marketing materials and point of sale

collateral for indirect locations helping ensure accuracy, future

planning and eliminating waste and excess cost.

. Cross departmental coordination with legal contracts team to finalized

new dealer acquisitions and terminations. Streamlined onboarding approach

developed checklist for prospects.

c, Greenwood Village, CO 1999 - 2002

Indirect Account Associate, 2000 - 2002

Managed trained and visited 30 national account big box retailers along the

Colorado Front Range. Performed store visits on a regular basis meeting

with store manager and employees reviewing sales goals, reviewing products,

and answering questions.

. Through relationship building and earned trust and respect of District

Managers, granted the opportunity to be the sole wireless provider to

perform product trainings at larger meetings and invited to perform

consistent new hire trainings at local training facilities.

EDUCATION

Coursework toward MBA - Business Administration and Management,

University of Phoenix, Greenwood Village, CO

Bachelor of Science - Marketing and Public Relations,

Metropolitan State College, Denver, CO

PROS, Public Relation Organization of Students

Alpha Kappa Psi, Professional Business Fraternity

PROFESSIONAL DEVELOPMENT

Rebuilding Together

Rebuilding Together is a nonprofit organization that helps low income

homeowners working to preserve affordable homeownership and revitalize

communities. Volunteer for multiple projects in Colorado Springs and the

Denver area from individual family homes to community recreation centers.

B.O.S.S., Boulder Outdoor Survival School

A one week hands on intensive outdoor field course relying on traditional

living and survival skills. No cell phones, no sleeping bags, no tents, no

food, no problem.

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