Alberto Venegas

Experience

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  T-Mobile

  Sept 2009 - Apr 2022

  • Increased performance in key performance metrics by identifying the root cause of the problem, improving processes and procedures, and proposing a solution using process mapping, gap analysis, and scenario analysis.• Researched and collected market trends and identified new opportunities by analyzing data with statistical methods.• Improved T-Mobile's BBB rating to an “A” by auditing the business process for customer service representatives and developing recommendations to increase efficiency and improve customer satisfaction. Show less • Resolved 2,000+ complex cases involving legal and regulatory compliance concerns within consumer and regulatory deadlines by disseminating responses to government agencies.• Managed customer complaints from the time the complaint was received until it was closed, with a close rate of 99% and a response time of less than 24 hours, to protect the company's brand and maintain compliance.• Restored satisfaction and loyalty in customers with serious concerns by using expert communication skills and smoothly resolving various problems, resulting in a marked improvement in customer satisfaction ratings.• Improved customer satisfaction by resolving issues escalated to T-Mobile's CEO and Executive team. Show less • Set monthly and quarterly sales goals and developed strategic plans to improve sales, profits, and customer satisfaction at busiest retail store in the Albuquerque, NM area.• Grew monthly sales profits by 23%, improved customer satisfaction score from 67% to 82% and decreased overall employee turnover rates by 15%.• Implemented training sessions for staff and new initiatives to make customer experiences more engaging and efficient.• Utilized data-driven measures to assess effectiveness of sales tactics and optimize strategies for increasing profitability and improved customer satisfaction. Show less

  • Business Analyst

    Oct 2016 - Apr 2022

  • Senior Specialist, Executive Relations

    May 2014 - Oct 2016

  • Retail Sales and Associate Manager

    Sept 2009 - May 2014
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  FMS

  Apr 2022 - Aug 2023

  Business Development Officer

  • Developed corporate partnerships to drive new revenue streams, identified opportunities to expand customer base, and captured high net worth organizational clients by going out into the community to find new businesses. • Built long-lasting partnerships with companies and organizations by leveraging network of contacts, following up regularly, and finding creative and inventive sponsorship opportunities.• Designed and implemented successful marketing campaigns for a mortgage company to increase brand visibility and market penetration.• Increased close-rate and response-time by analyzing and implementing changes to current business operations and procedures. Show less

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  Paramount Roofing LLC

  Aug 2023 - Oct 2024

  Operations & Commercial Sales Manager
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  Unite Private Networks is now Segra

  Oct 2024 - now

  Field Services Engineer