Manager Service Representative
Resume:
Irvin M. Ortiz
Fort Worth, TX 76131
***********@*****.***
EXPERIENCE
AT&T University Lead Training Manager
-Deliver management and leadership training to audiences of entry through mid-level managers
-Deliver non- training interventions including conference and motivational presentations, meeting facilitation and team building activities.
-Conduct train -the- trainer sessions, certify instructors on vendor interventions, and maintain subject matter expertise in designated areas required for effective course management.
-Manage new and existing staff training and development.
-Negotiate grievances for the new employees, and liaison between the existing manager and the union.
-Work with vendors around the US, Colombia, the Philippines and Warsaw, Poland.
AT&T Mobility - Guaynabo, PR Senior Training Manager
2003 - 2012
-Determine performance standards, skill/knowledge requirements and training objectives.
-Determine what analysis is required to identify appropriate training resources and procedures.
-Develop design plans targeted to clients based on performance needs, develop courses and learning interventions and integrate a variety of specialized adult instructional techniques.
-Select teaching techniques most appropriate for class and modify course delivery and content based on class circumstances, changing delivery as needed.
-Provide courses to develop 1st and 2nd level manager skill sets in leadership, planning, performance management, customer attentiveness, delegation, diversity, attendance management, communication skills and labor relations.
AT&T Mobility- Guaynabo, PR Customer Service Representative
1998 - 2003
-Assist customers with solicitation, inquiries and problem resolution. Including complaints, escalations, and billing questions.
-Cultivates and maintains ongoing customer relationships.
-Use computer systems, such as data entry or other relevant applications, for monitoring, information gathering or troubleshooting.
EDUCATION
University of Phoenix - Guaynabo, PR 2006 - 2007
12 credits in Business Administration
University of Puerto Rico - San Juan, PR 1993 - 1995
24 credits in general courses
CERTIFICATIONS
AT&T University 2015-2020
Leading with Distinction Series
AT&T University 2018
Leadership Academy
SKILLS
Excellent communication skills
Strategic and creative mindset
Meticulous attention to detail
Critical thinking with innovative problem solving
Ability to Assess Employees
Planning Skills
Time Management
Project Management
Managing, participating, and leading meetings and trainings
Proficient on (name computer programs and applications)
Customer Services
LANGUAGES
Spanish and English
Contact this candidate