El Paso Customer Experience
Resume:
AGUILAR, ALFREDO
*********@*****.*** 12251 SAINT ROMEO EL PASO, TX 79936
EDUCATION
BACHELOR OF BUSINESS ADMINISTRATION IN FINANCE CONCENTRATION: FINANCIAL ANALYST THE UNIVERSITY OF TEXAS AT EL PASO
December 2019 (GPA: 3.22)
ASSOCIATES OF ARTS IN BUSINESS AND ECONOMICS EL PASO COMMUNITY COLLEGE, EL PASO, TX
December 2017 (GPA: 3.20)
RELEVANT COURSES: Business Law, Financial Derivatives, Firm Valuation, Intermediate Accounting, Managerial
Economics, Managerial Finance, Quantitative Applications
PROFESSIONAL EXPERIENCE
BUSINESS OPERATIONS ANALYST II DISH CORP, DENVER CO SEPTEMBER 2021 – PRESENT
Documenting rules and functionality for front-end applications
Managing the planning, development, design, and implementation of projects
Building strong relationships with business and IT partners to ensure alignment and timing for delivery of new functionality
Understanding the end-to-end user experience and proactively identifying enhancement opportunities
Creating a strategic roadmap for agent/customer facing tools to support the multiple business initiatives
CXO UNIVERSITY COACH DISH, EL PASO TX JUNE 2021 – SEPTEMBER 2021
Managed 20+ direct reports responsible for customer experience interactions
Facilitate team meetings to ensure effective communications and that all team members have the most current information.
Data Analysis to drive and track key metrics and achieve organization’s OKRs
Develop new and existing employees, directly impacting and improving the customer experience.
Manage direct reports time cards, and auxes to complete their payroll.
GLOBAL EXPERT TRAINING DISH, EL PASO TX FEBRUARY 2012 – JUNE 2021
Revamped & implemented all existing SOPs directly impacting efficiency & consistency of 40+ Global Experts at the El Paso site.
Train and develop new and existing employees, directly impacting and improving the customer experience.
Facilitated side-by-side training and created tailored strategies to handle various personality types.
Helped train, develop, and launch the retention department internationally. Managed team performance and development of newly trained agents during my stay, focusing on core company metrics.
Supported Dish Basecamp to help develop corporate employees and Interns to show them what frontline agents do.
Helped test, update, and the roll out of our Spanish Interactive Voice Response System (IVR).
RETENTION RESOLUTION SPECIALIST DISH, EL PASO TX JANUARY 2009 – FEBRUARY 2012
Addressed customer retention inquiries in a timely and accurate fashion.
Analyzed clients’ accounts to ensure clients were receiving the best suitable offers based on their channel preference,
Analyzing the offers provided to clients making sure that the company is also proving the best and most cost-effective solution.
Facilitated the onboarding process for new employees to the retention department.
ACCOUNT SUPPORT REPRESENTATIVE DISH, EL PASO TX SEPTEMBER 2008 – JANUARY 2009
Provide quality customer and technical service through one-call resolution and establish long-term customer relationships
Programmed and troubleshoot devices following installation.
Provided thorough explanations of clients billing ledger, and collected payments
SKILL & ABILITIES
- Microsoft Office Suite - Deadline Driven - Self Motivated- SQL- Problem Solving
- SharePoint - Leadership - Project Management - Bilingual (Spanish)- Learn/Adaptability
- Process Improvement - Multi-Tasking - Data Analysis - Adobe InDesign – AWS – Quantum - Knak
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