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A dependable achievement-oriented management professional, focused on achieving exceptional results in a highly competitive industry that demands continuous improvements to methods and procedures, offering a solid background in Operations, Training, Development, Sales (outbound, inbound), Customer Service, and Vendor Outsourcing with extensive experience in the Telecommunication and Cable Industries. A well organized and self-disciplined individual who functions effectively, independently or in a team environment. Demonstrate proven ability in building and motivating successful teams and maintaining high levels of performance while consistently increasing production, reducing operating costs and improving quality.
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Director Technical SupportTpxCalifornia, United States -
Director Technical SupportTpx Oct 2022 - PresentUnited States -
Sr. Manager, Reliability & Repair Operation CenterTpx Communications Jan 2016 - Oct 2022Greater Los Angeles AreaResponsible for the company’s Retail Repair and Chronic Repair Team in Los Angeles and Las Vegas.Proven track record in boosting customer satisfaction by 49% in the first year.Reduced customer churn by 48%; approximately 78k per month.Reduced the department credits by 7%.Decreased chronic customers by 21%Responsible for daily inquiries from direct reports and other departments.Manage the SLA for the Retail Repair organization and assist Premier Repair.Ensure all techs receive adequate training.Coach and provide guidance to technicians on a consistent basis.Handle customer escalations and ensure a speedy resolution is met.Consult with current and new customers to discuss business needs.Present weekly performance data to the CEO and senior leaders.
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Manager, Premier RepairTelepacific Communications Aug 2014 - Jan 2016Greater Los Angeles AreaResponsible for the companies Premier Repair Department. Proven track record in boosting customer satisfaction to 98%.Retained upward to $4.1 million in revenue by boosting customer satisfaction and resolution rate.Responsible for daily inquiries from direct reports and other departments.Build shift schedules for the entire Premier Repair team.Ensure all techs receive adequate training.Coach and provide guidance to technicians on a consistent basis.Handle customer escalations and ensure a speedy resolution is met.Meet current and new potential customers to discuss business needs.Present weekly performance data to the CEO and senior leaders. -
Customer Service & Repair ManagerAirespring Jun 2013 - Aug 2014Van Nuys, CaResponsible for overall tier 1 and customer service operations in Van Nuys, CA and India. Build departmental process and procedures to boost customer satisfaction and productivity.Retain escalated customers by resolving their issues and addressing their concerns. Responsible for daily inquiries from direct reports and other departments.Build shift schedules for the Tier 1/Tier 2 technicians to meet the business needs.Compile daily, weekly and monthly reporting on tech productivity and cause of issue trends. Ensure all techs receive adequate training.Coach and provide guidance to technicians on a consistent basis.Handle customer escalations and ensure a speedy resolution is met.Implement and launch a new cloud based ACD system. -
External Operations SupervisorTime Warner Cable Sep 2005 - May 2013Van Nuys, CaResponsible for eCare, Customer Care and National Help Desk Vendor Operations for Southern California, Texas and Ohio.Reviewed and coordinated agent new hire training profiles for all of the outsource vendors.Launched call center operations in India, Argentina, Canada, Philippines, Costa Rica and Mexico.Proven track record in boosting sales activity at all vendor sites by 60%.Excelled in boosting customer satisfaction scores (CSAT) in all vendor sites by 40%.Ensure Outsource Vendor call forecast is kept to the contract. Ensure all Outsource Vendor metrics are met on a daily/weekly/monthly basis.Responsible for a team of agents that support 6 outsource call centers with daily inquiries.Compile daily and weekly KPI reports and talk through them with Senior Leadership.Present to senior leadership weekly progressions and call center adjustments. -
E-Care Support Senior CoordinatorTime Warner Cable Aug 2002 - Sep 2005Responsible for the e-Care department in the Los Angeles RegionResponsible for hiring eCare agents. Successfully trained and combined four eCare Call CentersResponsible for providing feedback to the eCare SpecialistsResponsible for the productivity and quality of thirteen eCare RepresentativesTested and successfully launched Live Chat, QCorp and Online OrdersAssisted in the creation of the Digital Phone, OnLine Assistant Troubleshooting and PayXpress Tool.
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Customer Service LeadTime Warner Cable Oct 2001 - Aug 2002Assisted Customer Service Representative with customer escalationsResponsible for guiding representatives through the company proceduresResponsible for the Customer Service Representatives accuracyAssisted approximately 75 customers on a daily basisSupport customers with billing and technical issues. Held a 75% sales rate.
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Expense Entry/Customer Service LeadInsurance Auto Auctions Sep 1999 - Oct 2001North Hollywood, CaResponsible for the company’s quality control.Provided answers and guidance to representatives of other insurance companies.Handled department’s billing transactions with clientele.Pay insurance companies for vehicles sold. Support and guide a team of agents. -
Private InvestigatorAllied Management Resources Mar 1999 - Sep 1999Hollywood, CaConduct undercover investigations while acting as a regular employee. Investigate company property losses and possible illegal employee activity. Draft daily findings reports.
Jesus Solorio Skills
Jesus Solorio Education Details
Frequently Asked Questions about Jesus Solorio
What company does Jesus Solorio work for?
Jesus Solorio works for Tpx
What is Jesus Solorio's role at the current company?
Jesus Solorio's current role is Director Technical Support.
What is Jesus Solorio's email address?
Jesus Solorio's email address is je****@****ing.com
What is Jesus Solorio's direct phone number?
Jesus Solorio's direct phone number is +181878*****
What schools did Jesus Solorio attend?
Jesus Solorio attended Los Angeles Valley College.
What skills is Jesus Solorio known for?
Jesus Solorio has skills like Telecommunications, Call Centers, Customer Satisfaction, Leadership, Management, Voip, Troubleshooting, Customer Service, Training, Sales, Vendor Management, Customer Retention.
Who are Jesus Solorio's colleagues?
Jesus Solorio's colleagues are Barbara Amendolara, Pam Osborn, Manuel Machado, Timothy Williams, Regina Fielding, Rovid Viguie, Deborah Wallace.
Not the Jesus Solorio you were looking for?
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1yahoo.com1 +183126XXXXX
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Jesus E. Solorio, Jr
Greater Chicago Area3illinois.gov, icloud.com, starsproject.com2 +177370XXXXX
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Jesus Solorio
Santa Maria, Ca -
1swissport.com
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