EDSON JIMÉNEZ
Estado de Mexico
Summary
Experienced leader with over 20 years of experience driving world-class customer experiences and empowering high-performing teams. As an Associate Director, I lead with innovation, integrity, and strategic focus to foster a culture of collaboration, growth, and operational excellence. Highly organized and self-motivated professional skilled in project management, team development, and process improvement. Proven track record of developing and implementing strategies to increase efficiency and performance, driving business growth and creating a positive work environment.
Overview
27
27
years of professional experience
Work History
ASSOCIATE DIRECTOR MOBILITY TECH
AT&T
04.2023 - Current
- Company Overview: AT&T's Flagship site
- 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.
- Led technical care and mobility sales/service operations with a focus on customer experience, KPI improvement, and team development.
- Successfully enhanced the 7-Day Resolve Rate, collaborated on strategic initiatives, and implemented process and digital improvements to boost efficiency, service quality, and customer loyalty.
- AT&T's Innovation hub
- Led teams of up to 350 personnel, supervising daily performance as well as training and improvement plans.
ASSOCIATE DIRECTOR OF BUSINESS AND ADMINISTRATIVE SERVICES
AT&T
04.2021 - 04.2023
- Oversaw multi-site business and administrative operations in Mexico City and Guadalajara, leading cross-functional teams in EHS, Quality, TSI, Facilities, Compliance, and Workforce Management.
- Ensured strategic alignment with corporate goals and regulatory standards, implemented policies to enhance safety and efficiency, and optimized operations to support organizational growth and service excellence.
- Led teams of up to 150 personnel, supervising daily performance as well as training and improvement plans.
ASSOC DIRECTOR, CUSTOMER ADVOCATE - CREDIT & COLLECTIONS
AT&T
09.2016 - 04.2021
- Led strategic and daily operations for the Credit & Collections department, balancing customer advocacy, risk management, and financial performance.
- Directed multi-segment credit processes, resolved billing issues through cross-functional collaboration, and fostered a culture of accountability and compliance within a high-performing team.
- Spearheaded innovative approaches to resource allocation and strategic planning.
- Trained and guided team members to maintain high productivity and performance metrics.
SENIOR CUSTOMER SERVICE MANAGER
BCD TRAVEL
09.2015 - 09.2016
- Led customer service operations to strengthen client relationships, boost satisfaction, and drive business results by implementing retention strategies, high-impact training, and actionable feedback improvements.
- Updated account information in each customer's record to keep data accurate.
- Prepared CDFI reports by collecting and analyzing customer needs.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Resolved Invoice issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
SALES & SERVICE MANAGER FOR NORTH AMERICA
RESORT CONDOMINIUMS INTERNATIONAL
07.2001 - 01.2015
- Managed sales and service teams to consistently exceed performance targets by streamlining operations, enhancing quality, and resolving escalated issues-driving efficiency, customer satisfaction, and team success.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
CREDIT AND COLLECTIONS - NIGHT GENERAL MANAGER
MARRIOTT
07.1998 - 07.2001
- Successfully managed overnight hotel operations as Night General Manager, ensuring guest satisfaction and safety.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Education
BBA - BUSINESS ADMINISTRATION AND MANAGEMENT
UNIVERSIDAD TECNOLÓGICA DE MÉXICO
Estado De Mexico04-2018
Diploma - MANAGEMENT AND OPERATIONS
CENTRO DE FORMACIÓN Y PERFECCIONAMIENTO DIRECTIVO - ICAMI
Mexico City, MexicoSkills
- Strong leadership and team management
- Excellent problem-solving and decision-making skills
- Effective communication and interpersonal abilities
- Financial accuracy and attention to detail
- Conflict resolution and customer service expertise
- Ability to work under pressure and manage time efficiently
- High adaptability and responsibility in fast-paced environment
- Decision-making
- Team collaboration and leadership
- Strategic leadership
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
ASSOCIATE DIRECTOR MOBILITY TECH
AT&T
04.2023 - Current
ASSOCIATE DIRECTOR OF BUSINESS AND ADMINISTRATIVE SERVICES
AT&T
04.2021 - 04.2023
ASSOC DIRECTOR, CUSTOMER ADVOCATE - CREDIT & COLLECTIONS
AT&T
09.2016 - 04.2021
SENIOR CUSTOMER SERVICE MANAGER
BCD TRAVEL
09.2015 - 09.2016
SALES & SERVICE MANAGER FOR NORTH AMERICA
RESORT CONDOMINIUMS INTERNATIONAL
07.2001 - 01.2015
CREDIT AND COLLECTIONS - NIGHT GENERAL MANAGER
MARRIOTT
07.1998 - 07.2001
BBA - BUSINESS ADMINISTRATION AND MANAGEMENT
UNIVERSIDAD TECNOLÓGICA DE MÉXICO
Diploma - MANAGEMENT AND OPERATIONS
CENTRO DE FORMACIÓN Y PERFECCIONAMIENTO DIRECTIVO - ICAMI
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