Mario Gomez

I’m a dynamic customer service leader with “over 10 years of experience” delivering exceptional service and driving customer satisfaction across telecommunications and hospitality. I focus on long-term outcomes—retention, loyalty, and smoother day-to-day operations—by pairing strong leadership with practical execution.

In my front desk roles, I’ve owned high-volume check-in/check-out accuracy, handled payments and invoices, and coordinated reservations via phone and email while keeping records detailed and reliable. At Marriott Residence Inn, I managed reservations and modifications in a property management system, achieving a “99% booking accuracy rate,” while improving guest retention and loyalty by “15%.”

Where I’ve led teams, I’ve consistently improved performance through coaching, training, and process discipline. As a CallCenter Supervisor at T-Mobile, I supervised a team of “30 customer service representatives,” increasing team productivity by “20%” and reducing customer complaints by “15%,” while raising first-call resolution rates by “12%.” I also improved response time by “25%” through staffing and peak-demand operations.

I bring an analytical, customer-first mindset to leadership—reviewing feedback and KPI metrics to identify opportunities for improvement. By fostering a positive environment with recognition and team-building, I reduced employee turnover by “18%,” and increased overall customer satisfaction scores by “10%.” I’m now seeking to translate that same leadership and strategic decision-making into a management role that enhances the customer experience.