BLANCA FONSECA
18 CONVERSE CT
Summary
Dynamic sales and service leader with a proven track record at AT&T, excelling in team leadership and customer satisfaction. Skilled in strategic planning and conflict resolution, I consistently enhanced performance and drove revenue growth through innovative coaching and relationship building. Committed to fostering a collaborative environment that empowers employees and elevates service quality.
Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.
Knowledgeable [Desired Position] with solid history of managing teams and driving operational success. Skilled in implementing strategic initiatives that enhance productivity and efficiency. Demonstrated ability in problem-solving and decision-making.
Managerial professional with proven record of streamlining processes and leading high-performing teams. Known for strong analytical skills and commitment to achieving results. Teams rely on collaborative leadership and adaptability to changing needs.
Overview
28
28
years of professional experience
Work History
Manager-Sales Loyalty Broadband Mobility
AT&T Mobility Services LLC
04.2019 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- On boarding new hires. Interview process as well as technical setup. IT support to help set up equipment and troubleshoot any issues. System logins- ensue new hires can log into all required systems and applications.
- Training relevant to service reps role. Mentorship for guidance and support for advancement.
- Team Building activities for virtual team.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Sales and Service Manager
AT&T
10.2015 - 04.2019
- Developed a high-performing sales team through effective coaching, mentoring, and performance management.
- Increased sales revenue by implementing innovative strategies and fostering strong relationships with clients.
- Streamlined internal processes for increased efficiency, improving overall team performance and productivity.
- Enhanced customer satisfaction rates by delivering exceptional service and promptly addressing concerns.
- Facilitated collaboration among team members by promoting open communication channels and providing ongoing feedback.
- Maximized profitability by analyzing sales trends and adjusting pricing strategies accordingly.
- Established clear communication channels between sales and service departments to ensure seamless coordination in meeting customer needs.
Customer Service Representative
AT&T
11.2010 - 10.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Sales & Service Rep Bilingual
Pacific Bell
05.1997 - 11.2010
- Streamlined the sales process for increased efficiency, ensuring accurate record-keeping, timely follow-ups, and successful deal closures.
- Delivered product demonstrations tailored to clients'' specific requirements, showcasing features that would benefit their businesses directly.
- Conducted regular assessments of client satisfaction levels through customer surveys and feedback mechanisms to continuously improve service quality.
- Increased customer satisfaction by providing knowledgeable assistance and addressing their needs promptly.
- Built rapport with clients, resulting in a high rate of repeat business and positive feedback from satisfied customers.
- Achieved sales targets consistently by utilizing persuasive communication skills and product expertise.
- Identified new sales opportunities through research, networking, and attending industry events.
- Drove team revenue totals by bringing in top sales numbers.
- Developed personalized solutions for clients based on their unique challenges and goals, leading to higher conversion rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Sought ways to improve processes and services provided.
Education
Bachelor of Science - Criminal Justice
Sacramento State
Sacramento, CA05-1997
Associate of Science - Criminal Science
Sierra College
Rocklin, CA05-1995
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Staff training and development
- Staff management
- Task delegation
- Goal setting
- Documentation and reporting
- Strategic planning
- Relationship building
- Operations management
- Project management
- Project planning
- Performance management
- Staff development
Languages
Spanish
Native or Bilingual
Timeline
Manager-Sales Loyalty Broadband Mobility
AT&T Mobility Services LLC
04.2019 - Current
Sales and Service Manager
AT&T
10.2015 - 04.2019
Customer Service Representative
AT&T
11.2010 - 10.2015
Sales & Service Rep Bilingual
Pacific Bell
05.1997 - 11.2010
Bachelor of Science - Criminal Justice
Sacramento State
Associate of Science - Criminal Science
Sierra College
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