Timothy Graves Dela Cruz

Conducting Final Interview for applicants who aspires of sharing their talents while working with any of these 4 different line of businesses - AT&T Integrated Service Model, AT&T Mobility Sales and Service, AT&T DirecTV and AT&T Uverse Green.

• Collaborated with department managers to identify staffing needs and create strategic recruiting plans.
• Facilitated smooth onboarding processes for new hires, leading to faster integration into the workplace culture.
• Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
• Coordinated employee training programs to boost skills development and improve overall performance.
• Streamlined recruitment processes, expediting the hiring of qualified candidates.

• Reduced average call handling time with targeted coaching and performance monitoring.
• Collaborated with other departments to resolve complex customer issues effectively and efficiently.
• Established cross-training opportunities for employees which led to better adaptability during fluctuations in workload demands.
• Organized regular team meetings for open discussions about challenges faced in the workplace, fostering a collaborative atmosphere focused on continuous improvement strategies.
• Improved customer satisfaction ratings by addressing concerns promptly and providing effective solutions.
• Managed team schedules, balancing workloads to optimize staff coverage during peak hours.
• Created an incentive program that boosted employee morale and motivation, leading to improved performance metrics.
• Promoted a positive work environment by recognizing outstanding staff achievements regularly.

• Mentored junior team members, contributing to their professional growth and development.
• Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
• Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
• Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
• Managed offshore team members for NY and Jamaica offices.

Profiled to handle Corporate Software Solutions, specific to volume licensing agreement for McAfee Antivirus.

• Expedited issue resolution for clients through effective troubleshooting and problem-solving skills.
• Enhanced customer satisfaction by efficiently resolving complex technical issues.
• Achieved high levels of customer satisfaction through empathetic listening and timely follow-ups on escalated cases.
• Improved response times with efficient ticket management and prioritization.
• Minimized escalations by proactively identifying potential challenges and addressing them early in the process.