Edson Jimenez

Experience

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  Hotel Marriott

  Jul 1998 - Jul 2001

  Credit and Collections - Night General Manager

  For six months, I successfully assumed the role of Night General Manager, overseeing all hotel operations and staff during the 11 pm to 7 am shift. This included ensuring smooth operations, managing guest concerns, and maintaining high standards of service and security.Managed credit and collections for Aeromexico, ensuring timely payments within a 30-day credit limit.Coordinated with banks to resolve unrecognized charges from guests, maintaining financial accuracy.

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  Resort Condominiums International

  Jul 2001 - Jan 2015

  Sales & Service Manager for North America at RCI

  Supervised and coached sales and service teams to meet KPIs, including call handling time, customer satisfaction, and sales conversion rates.Implemented process improvements to streamline workflows and reduce service bottlenecks.Monitored quality assurance metrics to ensure compliance with partner expectations and internal standards.Led daily operations, including shift planning, staffing, and performance reporting.Collaborated with cross-functional teams to launch service campaigns and optimize support for key partners.Developed training materials and conducted sessions to enhance agent skills and product knowledge.Handled escalated partner issues and worked closely with support teams to ensure timely resolution and satisfaction. Show less

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  BCD Travel

  Sept 2015 - Sept 2016

  Senior Customer Service Manager

  Managed and coordinated customer service team activities to enhance relationships and achieve organizational objectives.Implemented strategies to improve customer satisfaction and retention rates.Developed training programs to enhance team performance and productivity.Analyzed customer feedback to identify areas for improvement and implemented solutions.

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  AT&T

  Sept 2016 - now

  In my role at AT&T’s Flagship site, I led high-performing teams to deliver a world-class customer experience while driving key organizational results and supporting individual development. I focused on innovating with integrity, creating effective solutions to business challenges, and fostering a culture that contributes to making Flagship a Great Place to Work.Key Responsibilities & Achievements:Directed daily operations for technical care and mobility sales/service teams, ensuring alignment with company goals and customer-first values.Focused on improving key performance indicators, with particular success in enhancing the 7-Day Resolve Rate, driving faster issue resolution and improved customer satisfaction.Collaborated with internal experts across departments to contribute to strategic initiatives and company-wide success.Prioritized individual coaching and professional development to cultivate a team culture rooted in accountability, innovation, and continuous growth.Championed initiatives that elevated customer engagement and loyalty through consistent, high-quality service delivery.Integrated process improvements and digital tools to increase operational efficiency, reduce service friction, and scale support delivery. Show less Oversaw business and administrative operations across multiple corporate sites, Mexico City and Guadalajara, leading cross-functional teams in departments including EHS (Environment, Health & Safety), Quality Assurance, TSI , Facilities Management, Compliance, and Workforce Management.Ensured alignment of regional operations with corporate objectives, regulatory standards, and service excellence goals.Developed and implemented policies to drive safety, efficiency, and compliance.Collaborated with leadership to align strategies and support organizational growth.Managed facilities operations and optimized WFM strategies for service delivery goals. Show less Led strategic initiatives and day-to-day operations for the Credit & Collections department, with a strong focus on customer advocacy, risk management, and financial performance. Championed the voice of the customer while ensuring timely collections and adherence to credit policies.Directed credit and collections processes for multiple customer segments, balancing risk and satisfaction.Streamlined communication between clients and internal departments to resolve billing issues.Oversaw and mentored a team of credit analysts and collections specialists, fostering a culture of accountability and continuous improvement.Ensured compliance with regulatory requirements and internal controls related to credit and collections activities. Show less

  • Associate Director Technical Care, Mobility Sales & Service for AT&T Flagship

    Apr 2023 - now

  • Associate Director of Business and Administrative Services

    Apr 2021 - Apr 2023

  • Assoc Director, Customer Advocate – Credit & Collections

    Sept 2016 - Apr 2021