Armando D. Villanueva Jr.

• Account Servicing Listens attentively to customers in order to address issues / questions responsibly; Updates account information, as requested by the customer; Transfers the customer to the appropriate department, as needed
• Functional Knowledge: Displays expertise in product and service knowledge; Understands and adheres to company policies and procedures.
• Training: Completes and passes assessment of the required web-based training (WBT) within timelines to prevent potential job risks
• Servicing: Handles incoming calls to provide customers credit card usage information, verification of payment, online technical support, and assist customers with other account-related concerns

• Generates relationships that lead to sales through conversations with customers, incorporating needs analysis, building rapport, offering advice and overcoming objections.
• Knowledgeable of features, benefits and procedures for all portfolios and takes initiative for reviewing daily updates and implementing changes with minimal supervision.
• May have inbound sales goals which would involve ability to learn and apply sales strategies while working to create and develop new sales techniques.
• Collaborated with sales team to align lead generation strategies with company goals.

• Answering incoming calls from Virgin Mobile customers regarding a variety of issues including billing questions, service disruptions, plan changes, device troubleshooting, and account updates.
• Actively listening to customer concerns, identifying the root cause of the problem, and gathering necessary information to accurately address their needs.
• Performing basic troubleshooting steps for common mobile phone issues like signal strength, network connectivity, data usage, device settings, and application problems.
• Updating customer account information, changing plans, adding or removing lines, applying credits, and processing payments.\
• Identifying complex issues that require further assistance from technical support teams or escalated management when necessary.

• Contacting customers with significantly past due accounts, including those with disputes or complex payment histories.
• Negotiating payment plans, settlement options, or debt forgiveness with customers based on specific circumstances.
• Reviewing customer account details, identifying discrepancies, and resolving billing errors to facilitate payment.
• Preparing accounts for potential legal action, including sending collection letters or initiating legal proceedings when necessary.
• Building rapport with customers while maintaining a professional and assertive approach to debt collection.
• Ensuring all collection activities comply with relevant laws and regulations.

• Find new business opportunities and grow client lists
• Develop and maintain relationships with clients and agencies
• Pitch Sirius XM's services and content to clients
• Develop sales proposals and materials for presentations
• Work to meet quarterly and annual sales goals
• Ensure clients receive high-quality customer service

• Respond to customer inquiries regarding rewards card features, point accumulation, and redemption processes via phone, email, or online chat.
• Clearly explain how the rewards program works, including point earning mechanisms, redemption categories, and any program limitations.
• Investigate and resolve customer concerns related to reward points, billing errors, or discrepancies with their rewards usage.
• Promote special rewards offers, limited-time promotions, and new redemption options to encourage increased card usage.
• Ensure adherence to all regulatory requirements and company policies regarding credit card usage and rewards programs.

Staff Management:

• Hiring, training, and supervising security officers assigned to various client sites.
• Scheduling and rostering security personnel to meet client needs.
• Performance evaluation and disciplinary action for security officers.
• Ensuring ongoing security training and development for staff.

Risk Management:

• Conducting risk assessments to identify potential threats and vulnerabilities at client sites.
• Developing and implementing security plans to mitigate identified risks.
• Analyzing security data to identify trends and patterns.

Client Relationship Management:

• Maintaining communication with clients to address concerns and ensure service level agreements are met.
• Regularly reporting on security activities and incident summaries to clients.
• Collaborating with clients to customize security services to their specific needs.

Compliance and Reporting:

• Ensuring adherence to all relevant security regulations and industry standards.
• Maintaining accurate documentation of security incidents, investigations, and operational activities.