Talent Development & Customer Operations Leader

SAMANTHA MARQUEZ

******@*******.*** 956-***-**** HARLINGEN, TX 78550

Summary

Dynamic leader with over 20 years of experience in high volume talent development, psychological assessment, and operational management. Proven track record in identifying top tier talent, conducting rigorous performance evaluations, and managing complex stakeholder relationships in a fast paced environments.

Skills

Customer service

Behavioral interviewing

Team leadership

Customer feedback analysis

Customer relationship management

Training development

Effective communication

Time management

Adaptability to change

Metric tracking

Call center management

Escalation handling

Call monitoring

Quality assurance

Experience

Customer Service Manager T-Mobile USA - Mission, Texas 10/2003 - 04/2026

Executed full cycle internal talent assessments; identified the top 5% of performers for leadership tracks using data driven metric tracking.

Utilized data analytics to identify bottlenecks in team performance and implemented strategic sourcing/training solutions to bridge capability gaps.

Subject Matter Expert on trending technologies in the cell service industry.

Led team to improve client satisfaction and resolve complex issues.

Developed and implemented training programs enhancing service quality.

Handled customer inquiries through multiple channels ensuring prompt responses.

Analyzed customer feedback to identify trends and implement improvements.

Cultivated positive relationships with customers and team members.

Assessed employee performance and encouraged productivity improvements.

Conducted phone call monitoring for feedback and coaching.

Education and Training

Texas A&M University Corpus Christi, TX 04/1998 - 12/2002

Bachelor of Arts: Psychology

Participated in Photography club Jr and Sr year.

Accomplishments and Projects

Spearheaded "BeRREAL" a 360 degree feedback initiative that scaled from a local pilot to a company wide standard, directly improving retention and operational transparency.

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