Open to opportunities

Yamilethe Galeana

@yamilethegaleana

I lead high-volume customer support operations, escalations, collections, and AI-enabled coaching for U.S.-facing teams.

Mexico

Message

What I'm looking for

I'm looking to lead customer support operations where I can improve escalations, customer experience, performance, coaching, and AI-enabled operational processes.

I've led customer operations at AT&T Grupo Servicios y Soporte, managing centralized Level 2 escalation supervisors and frontline teams supporting mobility, television, and telephone services.

I guide complex billing, collections, retention, authentication, fraud, and executive escalation cases across phone and chat channels. I use KPI analysis, Power BI, Excel, and cross-functional coordination to improve resolution quality and operational performance.

As Collections Manager, I exceeded immediate collection targets with 32%–34% results and end-of-month targets with 37.5%–38%. I also led onboarding and performance development for teams of up to 30 new hires.

I've built training programs, including a de-escalation and call-control workshop adopted for recurring new-hire classes, and prepared supervisors for promotion into training and management paths. My career has grown from customer service through advocacy, retention, collections, and support operations leadership.

Experience

Work history, roles, and key accomplishments

Centralized Support Desk Manager

AT&T Grupo Servicios y Soporte

Jan 2019 - Jun 2026 (7 years 5 months)

Managed a centralized support desk of up to 15 Level 2 escalation supervisors, directing phone and chat support across mobility, television, and telephone services. Oversaw performance against targets for average handle time, transfer rate, quality, and collections, and coordinated complex resolutions with multiple departments.

Customer Operations Escalation Management KPI Management Quality Assurance Coaching Power BI Excel AI Assisted Coaching Phone and Chat Support Stakeholder Management

Collections Manager

AT&T Grupo Servicios y Soporte

Mar 2017 - Jan 2019 (1 year 10 months)

Exceeded collection targets by achieving 32%-34% immediate and 37.5%-38% total end-of-month collections. Managed teams of up to 15 representatives and delivered live coaching and performance feedback.

Collections Team Leadership Coaching Performance Management Billing Customer Service

Retention Team Leader

AT&T Grupo Servicios y Soporte

Sep 2016 - Feb 2017 (5 months)

Led 11 representatives and retained more than 75% of customers who contacted the company to cancel services. Managed retention, sales, quality, and operational metrics while coaching representatives on objection handling.

Retention Team Leadership Coaching Sales Quality Assurance Customer Service

Customer Advocate

AT&T Grupo Servicios y Soporte

Mar 2016 - Aug 2016 (5 months)

Resolved mobility-service concerns involving billing, account questions, payments, and service issues using problem-solving and de-escalation techniques. Reviewed account information and case notes to provide accurate, policy-compliant resolutions.

Customer Service Problem Solving De escalation Billing Documentation

Team Lead, Charter Communications Account

Teletech

Jan 2011 - Dec 2013 (2 years 11 months)

Led 11 representatives supporting billing inquiries, upselling, and television troubleshooting. Coached representatives on customer service, billing resolution, sales, quality, and operational performance.

Team Leadership Coaching Billing Sales Customer Service Troubleshooting

Customer Service Agent

Telvista

Jan 2008 - Dec 2011 (3 years 11 months)

Supported multiple U.S. customer service campaigns involving telephone-line services, billing inquiries, payments, account resolution, and case documentation.

Customer Service Billing Account Resolution Documentation