Customer Service Manager
Resume:
John Paul Urquidez
**** *** ***** ***** * Albuquerque, NM 87114
Cell: 505-***-****
Email: **********@***.***
Accomplished Management professional with exceptional leadership skills and an extensive background in the
following broad-based competencies:
Product Management Strategic Planning Budget
Management
Account Management Staff Management New Business Development
Relationship Building Customer Service/Sales Innovation
• Possess outstanding capacity for leadership and problem solving in combination with strong business
planning, organizational and communication skills as well as an innate ability to direct high-level projects
simultaneously.
• Effective team player and facilitator with proven ability to work cooperatively with diverse individuals and
lead productive team efforts.
• Motivated team player who consistently aims to push efficiency, revenue expectations and exceed goals
• Deliver high performance in fast-paced and challenging work environments while maximizing corporate
potential through innovative business process changes, cost containment and quality control.
Professional Experience:
Verizon Wireless Co. – Albuquerque, NM (2013 – Current)
Small Business Specialist
As an Account Manager for such a large corporation I have the responsibility of improving the flow of revenue for
Verizon in the large to mid-market businesses of the Metro area of Albuquerque by delivering IT solutions that focus
on increasing efficiency, communications, and keep employees connected to the right solutions at all times. As an
experienced Account Manager I have extended experience in customer service relations between the company and
clients; organize seminars and trade shows; develop a sales and marketing plan for Albuquerque Small business
development; monitor costs and make changes to operations to improve profits; and develop effective ways of go to
market with Verizon products. I develop strong relationships with all of a client's decision makers; learn the way that
clients do business; develop an understanding of how customers interact in the marketplace; know how the
competition relates to clients; and find ways to maintain productive relationships with each client.
Hewlett Packard Co. – Rio Rancho, NM (2010 – 2013)
Commercial Account Manager – New Jersey/New York Mid-Market
As an HP Commercial Account Manager I effectively penetrate and drive Personal Systems and Printing products into
targeted customer accounts in the enterprise and mid-market space, establishing and growing new business
opportunities and farming existing ones. Pragmatic and results oriented, with a focus on bottom line results, and a track
record of achieving and exceeding the standards of performance set out for any sales projects.
• Developed and Managed an Account Team to grow partner relationships through marketing plans and CPM
advertising campaigns.
• Introduced HP services and products through creative training and presentations through the channel or
directly to end users.
• Managed end user to Partner relationships to ensure customer satisfaction on all products and services.
• Increased new market share in the Mid-Market space by 210% in Image and Printing products and services to
new local commercial customers in San Francisco.
• Renewed and expanded existing customer accounts by keeping key communication and project management
intact and analyzing and preparing go to market projects for New Jersey and New York territories.
• Responsible for high level product presentations, specifications, and escalations to small and large resellers
• Identified prospects utilizing creative lead-generating techniques and maintained productive working
relationships with existing customers and entering into Salesforce/SalesPrism for proper forecasting.
• Utilized approved marketing materials to include the Commercial Model Sales Call process or territory travel
to present sales presentation and proposal to current and new clients.
• Attained an average of 145% to quota year over year
• Chosen member of the HP U.S Ambassador team to create awareness of and the benefits of technology to
lower income communities throughout the United States.
• 2011, 2012 President’s Club
Etelecare Global Solutions – Stream Global Services, Rio Rancho, NM, (2006 – 2010)
Senior Recruiter – Arizona, NM, Southern California, Texas, South Dakota
Effectively managed and maintained responsibility for the cost, schedule, and technical performance of company
programs or subsystems of major programs to maximize performance and service delivery. Managed and directed
performance assessment, work assignments, disciplinary actions, media planning, annual expenditures, complying
with client recruitment and security policies in a multi-skilled and tooled environment including inbound and outbound
callers.
• Managed and supported all recruiters in staffing for AT&T Wireless, U.S. Cellular, AT&T West DSL Services in
the California, New Mexico, Texas, South Dakota and Arizona regions
• Secured new business by preparing market analysis and presenting proposals and negotiating contracts with new
clients regarding staffing in the Rio Rancho/Albuquerque Metro Area.
• Increased and strengthened client services in the Western and Central regions for Stream Global Services formerly
Etelecare Global Solutions.
• Spoke with clients for gathering and writing job requirements. Work with internal clients on project resource
costing.
• Performed all recruitment functions including candidate interviews, coordination of technical testing, reference
checking, resume preparation and rewrites, coordinating client interviews, travel and relocation assistance,
sponsorship transfer, job postings, ad placements and all related paperwork functions.
• Trained and mentored new employees on all recruiting functions, policies and procedures
• Administered various computerized technical testing systems (Taleo - version 7.5, Select 2Perform, and
Interactive)
• Sourced candidates via direct cold calling, networking, referrals, internet recruiting, job fairs, agencies, internal
database searches, print and on-line advertising / job postings, etc.
Etelecare Global Solutions, Rio Rancho, NM, (2004 – 2006)
Sales and Customer Service Supervisor – AT&T Wireless, Comcast DSL
Managed day-to-day performance of Customer Service and Sales agents in a multi-channel service center
• Ensured achievement of Operational business objectives by creating a strong organizational development plan,
selectively recruiting key management personnel and instilling individual accountability among employees.
• Provided strong organizational leadership that led to 20% to 30% reduction in employee turnover.
• Monitored and identified performance issues, which included gaps in performance; clearly set expectations and
coached to improve performance.
• Ensured best practices are implemented at every level, and information is fed back to the business to allow
development that resulted in an increase of sales on a monthly basis.
• Interviewed qualified and motivated sales representatives to join our successful team resulting in a great rapport
with sales staff and lower employee turnover.
• Consistently performed in raising sales with authority but with respect for all employees to ensure a successful,
enjoyable, and ethical work environment.
Education
UNIVERSITY OF PHOENIX, Phoenix, AZ
Bachelor’s Degree in Business Administration/Management
Executive Leadership Certificate program – Cornell University (2010)
Specialized Training/Affiliations:
Managing Remote Teams – Etelecaere Seminar training (2004)
Managing Within the Law – Etelecare Seminar training(2005)
Etelecare Global Solutions Executive Development (2006)
HP Executive Ambassador Program nominee (2012)
Activities and Hobbies: St. Jude member, Family, Friends, Albuquerque MABL/MSBL semi-pro baseball league, gym,
Rotary at Sunrise, networking, NM Call Center Alliance, Elks club, interacting with Military families in need.
References
Guillermo Martinez PPS SMB District Manager (Past)
*********.*@**.***
Gus Ochoa – NY/NJ SMB Mid-Market PPS Regional Manager
***.*****@**.***
Greg Christie – SF/Hawaii SMB Mid-Market PPS Commercial Manager
****.********@**.***
Pamela Selland-Brown – eTelecare Director
******.*.*******-*****@****.***
Kristen Gamboa – Verizon Wireless Manager
*******.******@***************.***
Carlos Salazar – Verizon Wireless General Manager
******.*******@***************.***
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