Technical Support Customer Advocate

**JOSE VELAZCO JR.**

*************@*****.*** 626-***-****

El Monte, CA 91733

**PROFESSIONAL SUMMARY**

Exceptional organizational, problem-solving, team-building, and leadership skills. Outstanding interpersonal communication and conflict-management abilities. Proven ability to lead teams, implement change, exceed targets, and drive organizational success.

**EXPERIENCE**

**AT&T – Manager/Technical Support/Customer Advocate**

North Hollywood, CA 07/1995 – 01/2021

- Established and managed the first bilingual technical support team in Network Services.

- Assisted English and Spanish-speaking customers, troubleshooting AT&T service issues for 21 states.

- Escalation Administrator, handling supervisory calls from AT&T agents.

- Led the Escalation Administrator’s team, achieving total issue resolution.

- Followed up with customers to ensure positive resolution.

- Coordinated customer contact activities with internal and external departments.

- Ensured productivity, quality, and customer satisfaction goals were met.

- Resolved customer complaints concerning malfunctioning equipment in an efficient manner.

- Trained and oriented new employees on company policies and procedures.

- Developed plans to meet departmental goals, optimizing team performance.

- Resolved conflicts between team members using sound judgment.

- Fostered positive relationships with clients through proactive communication.

**EDUCATION**

**Bryant University**

-Certification in Financial Planning, various courses related to financial management.

**APT College**

-Project Management Certificate, encompassing all aspects of project lifecycle and management.

**I.T.T. Technical Institute**

- Bachelor of Applied Science in Automated Manufacturing Technology, Fluid Power specialization.

- Associate of Applied Science in Electronic Engineering Technology, specialized in electronic circuitry and communications.

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