Offering in-person interior design services in King & Snohomish County. From renovations to furniture planning, I help clients make their design dreams come true.

- Create design concepts and visual mood boards based on clients needs and aesthetic preferences- Build 2D and 3D models using a mix of software: AutoCAD, REVIT, SketchUp- Renderings for clients review and presentations.- Virtually assist other designers on model builds or plan revisions - Sourcing FF&E for client ordering - Site visits and sample reviews- Project Manage key deliverables and deadlines

- Partner with high-end retail store leadership to meet/exceed customer expectations while maximizing sales opportunities and highlighting key brand storytelling moments -Strategize, concept, and execute new experiences and designs with cross-functional teams-Vendor and agency management including briefing, art directing, implementation support, and evaluation- Worked with Media, Sports, and OEM partners for premium programs: Netflix, MLB, F1, Samsung, Meta, Google- Drive cross-functional projects and provide input as an Operations leader to outline opportunities and risks- Strategize and partner with outside agencies to create unique customer engagement experiences to drive the brand value and perception to customers while ensuring that the store team will be set up for a successful launch and rollout- Maintain relationships between Signature stores and headquarters through daily interaction and partnerships; support initiatives as a liaison for the Signature store teams- Partner closely with Store Design and Construction teams to enhance the physical design and aesthetics of our Flagship locations- Perform Signature audits and partner with stores to create action plans to improve results - Resolve escalations thru Slack, email, or other escalation paths- Manage and Create Purchase Orders for unique signature fixtures, devices, accessories, etc.- Project managed new store openings- ensuring teams were hitting key deliverables for store launch- Onboarded selected store leaders to take on extra responsibilities as a coaching/career-building exercise- Support the Premium Experience HQ team in creating performance readouts, executive briefs, organized project trackers, weekly project updates, and steering meetings

- Worked with OEM partners for product launches and support in retail: Apple, Samsung, Google, LG, Motorola, One+- Partner with field leadership to meet or exceed customer expectations while maximizing sales opportunities- Provide input as the Retail stakeholder to outline opportunities and risks for device launches- Maintain the relationship between T-Mobile and OEM partners through daily interactions - Drive monthly team meetings with cross-functional partners and OEMs- Serve as liaison between T-Mobile and Field Operations to help guide OEM with field programs- Support Corporate Retail, Branded Retail, National Retail, Small Business Direct and Direct to Customer- Develop an overall strategy of national OEM programs to engage field employees and help drive device sales- Drive OEM training event structure and logistics in the field, and provide on-site coordination as needed- Partner to create programs that drive sales through incentives, seeding, launch kits, and/or training events- Resolve customer escalations through SharePoint escalation site

- Partner with outsourced sites to meet/exceed customer expectations and maximize revenue at the lowest possible cost (NCO, TeleTech, APAC)- Drive continuous improvement in customer experience through project support and strategy planning- Strategy planning including disaster recovery, agent efficiency and support of business and budget goals- Communication of projects, strategies, reporting and goals to other Global Care team members- Line of Business Subject Matter Expert- Participates in daily call monitoring for quality purpose and understanding of current business opportunities- Drive accountability for performance results that consistently deliver a superior customer service experience- Staffing/forecasting planning - Holds sites accountable to delivering relevant weekly staffing plans- Audit data to identify fraud risks and address trends to validate sites are getting their results the “right” way- Ensure training is delivered in a timely fashion and is relevant to agents and Global Care strategy.- Manages multiple lines of business and/or multi-million dollar service partner accounts.- Maintain Policy/Escalation Mailbox from all Service Partners as well as Internal Partners- Manage site launches/conversions (conduct training, set up Hierarchy, on-floor support) …etc.- Build workarounds and/or process updates specifically for Service Partners

- Ensure Service Level goals are met and proper alignment of Service Partner staffing - Ensure training is delivered in a timely fashion and is relevant - Drive accountability for performance, goals, and the customer experience with Service Partners- Drive continuous customer service improvements through project support to meet business needs- Communicate impacting real time performance issues to leadership and other appropriate parties- Identify opportunities with site resources, staffing and knowledge to address any known areas of opportunity- Meeting facilitation with Service Partners and cross-functional teams- Document interactions with SPs, Action Plans, goals, agendas, minutes, etc… - Data analysis to identify business impacting trends - Managing Daily Performance of multi-million-dollar accounts- Drive performance primarily through over-the-phone interactions - Active participation in cross-functional project teams- Improved performance with assigned partner sites (NCO, TeleTech, APAC) through coaching and inspection of site plans

- Meet and exceed quality and customer satisfaction goals - Minimize call escalations through effective coaching and support- Ensure that team members obtain the appropriate training and support - Communicate business strategies and results to CSRs- Create and foster a positive, successful, and professional work environment - Build solid productive relationships with all levels of leadership and support teams- Facilitate effective and supportive team relationships- Resolve operational and interdepartmental problems efficiently- Provide timely feedback to the management team on trends, issues and needs

- Manage staffing to ensure desired occupancy and agent availability- Ensure that call center resources are utilized to provide optimum service levels for customers while contributing to a favorable work environment for employees- Approval and input of all pre-planned and real time scheduling exceptions- Work under the direction of Resource Planning Coach and in concert with team/floor Coaches and other Resource Planning coordinators in achieving service level objectives- Monitor RTA and CMS systems, communicate real time changes with urgency - Partner with Command Center and site operations to resolve real time issues- Knowledge of Lucent CMS and TCS scheduling software - Experienced in call center dynamics, including staffing, queues, and performance measurements- Proficiency with Excel- Experienced in Multi-site call center management- Facilitate focus groups - Create productive partnership with Operations allowing for buy-in and success

- Assist new hire representatives in call handling guidelines - Answer general questions and give suggestions to improve quality - Maintain a log of questions and assist Trainer with debriefing session with class - Assist with escalated calls - Provide one-on-one assistance with new hires - Assist Trainer with monitoring class compliance - Interpret and articulate policies and procedures- Administrative functions - Assist in Continuing Education training- Samson and Streamline navigational skills- Demonstrated ability to give and receive feedback- Demonstrated ability to think analytically

- Creates customer satisfaction and loyalty through effective and timely resolution- Provides support for new data products and service initiatives.- Increases revenue via execution of various sales initiatives.- Successfully completes Advanced Care training and additional training to focus on specific areas as required.- Deliver one-contact resolution of customer issues.- Demonstrates positive and cooperative behavior with customers and coworkers.- Uses automated Knowledge system, as well as any training tools provided to deliver exceptional service to meet T-Mobile’s productivity and quality standards.- Appropriately disburses adjustments and credits.- Keeps aware of all changes by reading and understanding documentation provided through automated knowledge systems, team meetings, center handouts and/or training.- Assists with escalated customer issues and concerns.- Utilizes negotiation and problem solving skills in order to ensure customer retention and loyalty.- Handles basic customer care skills plus any additional skills that are located in that particular site or as business needs dictate.

Provides customer satisfaction through effective and timely resolution of a variety of customer inquiries.