Eddie Vasquez Email and Phone Number

-Managing client relationships: Nurturing client relationships and demonstrating expertise-Providing solutions: Delivering targeted solutions that improve client experiences-Streamlining client success: Identifying and addressing client needs proactively-Collaborating with cross-functional teams: Working with product management and sales to deliver solutions that meet client expectations-Managing multiple projects: Managing multiple high-impact client projects simultaneously

Designed frontline employee career progression process to assist with developing employees within organization to provide opportunities to hone their skills as future leaders.• Oversaw development and implementation of new hire training- to-production cadence, leading to increased performance results from new hire employees.• Led team of targeted employees to 37% reduction in average handle time in 4 weeks, leading to significant cost savings. • Managed all aspects of new hire recruiting program, with a focus on hiring high-quality customer service employees.• Designed frontline employee career progression process to assist with developing employees within organization to provide opportunities to hone their skills as future leaders. • Oversaw development and implementation of new hire training- to-production cadence, leading to increased performance results from new hire employees. • Led team of targeted employees to 37% reduction in average handle time in 4 weeks, leading to significant cost savings. • Managed all aspects of new hire recruiting program, with a focus on hiring high-quality customer service employees.leveraged sales force for sales performance and team management Skills: People Management · New Business Development · Process Improvement · Contact Centers

Effectively managed team of technicians focusing on mobile technical support and handset protection insurance for Verizon.• Consistently top performing supervisor in a fast paced, competitive environment.• Quickly identified root cause of trending behavior to coach and motivate team to perform at a high level.• Monitored call times, quality, adherence, attendance, attrition, among other metrics.• Motivated team with frequent contests and recognition of excellent work behavior, which resulted in higher morale, consistently high-quality scores, and pleasant member experiences.

Provided technical support, customer service and sales to customer with mobile and portable devices.Maintain effective communication with leaders, team and customer in order to identify common issues and plans to resolutionTop 20% throughout 2014-2015 out off 600 employees nationwide on Technical and customer service supportExceeded performance metrics for handle time and quality scoresUsed ticketing systems to manage and process support actions and requests. Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Sales in home services for internet providers.Met with existing customers and prospects to discuss business needs and recommend optimal solutions