Gilbert Valdez has over 15 years of experience in customer service and case management roles. He currently works as a Case Manager at EchoStar Satellite resolving written customer complaints regarding billing, installations, damages, and other issues. Prior to this role, he worked as an Executive Resolution Specialist and Mentor/Retention/Customer Service Representative also at EchoStar Satellite. He has extensive experience in customer retention, complaint resolution, training, and upholding business policies.

1. G I L B E R T O M . VA L D E Z
3525 E. 94T H
AVE THORNTON , CO 80229
CELL – 303-669-4115 EMAIL- GILBERTVALDEZ303@YAH OO.COM
PROFESSIONAL EXPERIENCE
2004-Present EchoStar Satellite L.L.C Littleton, CO
Case Manager
July 2008-March 2016
-Resolve customers written complaints regarding billing, installation, damage complaints, contract
disputes, programming changes, name changes/account updates, transfership of ownership, new
connects, equipment upgrades, customer retention, and all other customer service questions
-Respond to attorney letters and agencies letters related to customer complaints
-Trained and assisted new agents with the department processes
-Support internal departments with modifying work orders
-Assisted coaches and agents with return authorizations
-Assisted coaches and agents with supervisor calls
-Develop training manual/update manual for department
--Provide resolution by probing and discussing complaints with customers via phone, email or
letter
-Customer Retention/Save customers by making offers to prevent disconnection
-Upholding Business Policy
-Fraud Prevention
-Do Not Contact
-Use Dispute Resolution Tracker to correctly track customer’s dispute
-Send email /make three phone calls to customer for complaint resolution
-Send written correspondence to customer if no contact is made
-Follow up with customer callbacks
-Forward damage complaints to damage department
-Take on special projects when available
-Ability to effectively talk to customer’s to understand their needs
-Good listening skills, allowing the customer to speak to better understand core of issue and provide
resolution
-Handle multiple issue both written and direct calls
-Organized and efficient while completing tasks in timely manner
-Probing to understand the customer point of view to de-escalate and discuss complaints
-Find solutions to customer complaints
Executive Resolution Specialist
July 2007-July 2008
-Resolve customers written complaints regarding billing, installation, damage complaints, contract
disputes, programming changes, name changes/account updates, transfership of ownership, new
connects, equipment upgrades, customer retention, and all other customer service questions
-Resolve escalated customer interactions while meeting customer and business needs
- Fraud prevention/verify customers identity to ensure validity to prevent fraudulent activity
-Provide accurate information to internal and external customers

2. -Do Not Contact
-Respond to attorney letters and agencies letters related to customer complaints
-Trained and assisted new agents with the department processes
-Support internal departments with modifying work orders
-Assisted coaches and agents with return authorizations
-Assisted coaches and agents with supervisor calls
-Develop training manual/update manual for department
-Provide resolution by probing and discussing complaints with customers via phone, email or
letter
-Customer Retention/Save customers by making offers to prevent disconnection
-Upholding Business Policy
-Send email /make three phone calls to customer for complaint resolution
-Send written correspondence to customer if no contact is made
-Use the ERT tracker to improve Dish Network’s business rules and practices
-UpSell products
-Take on special projects when available
Mentor/Retention/Customer Service Representative
October 2004-July 2007
-Follows closely/sit with new hire training classes to ensure they are receiving the most up to date
and current information
-Train new hire classes in use of applications, department policies, handle time, probing skills, time
management, quality assurance,and all other customer service skills related to billing, programming
changes and account updates
Provide new hire training classes with tools for success once in their new positions on the call center
floor
-Provide coverage for floor agents, acting in a supervisory role to support the daily needs of
other CSR’s
-Take cancellation calls probe/make offers to retain customers
-Take inbound customer service calls for billing questions, programming changes, equipment
upgrades, name changes, and any other questions concerning their service
2001-2004 State ofColorado Denver, CO
Administrative Assistant III
July 2002 – October 2004
-Provided support to unit Director, triage calls, establish priorities and set schedules
-Human Resources,Project Management, Accounts Payable/Receivable, Contract Management,
Statistical Analysis
-Communicate with internal departments and external customers regarding Children’s Basic Health
Plan (CBHP) committees and meetings and insurance applications
-Scheduled and coordinated public meetings following appropriate state guidelines including logistics
and equipment
-Completed forms to adjust and/or transfer funds while maintaining spreadsheets of expenditure
activity
-Accessed generalrequests to the department accounting office
-Assist the director with project timelines, schedule, meetings and all other request
-Take direct calls from customers regarding Children’s Basic Health Plan
-Process health insurance applications

3. Account Tech II
January 2001 – July 2002
- Applied decision-making based on Department of Transportation guidelines regarding interstate
Registration
Accounts receivable/payable processing
-Direct customer service with customers face to face accepting license applications
-Identification verification
-Date entry of license applications
-Process license requests
EDUCATION
1997 Metropolitan State College ofDenver Denver, CO
B.S. Business Management
1990 Abraham Lincoln High School Denver, CO
Diploma