Assist customers with billing, product, and/or service questions. Multi-system navigation. Use ownership to proactively identify solutions and adjacent issues. Strive for one call resolution. Provide excellent customer experience. Apply feedback to improve personal matrix. Assist with team building activities. Reduce callbacks by giving customers self-help documents and information. Proactively build team moral and encourage investment in themselves, the team and T-Mobile. Demonstrate effective leadership by developing meetings to assist coach with encouraging a losing team to improve performance. Worked with individuals to increase sales especially AAL’s where I lead the team in statistics. Invested in T-Mobile culture and the values of being customer focused. Active participate in submissions to T-Voice with recent recognition. Ability to embrace change as T-Mobile continues Un-Carrier moves. Relationship building and influencing using active encourage activities and with use of appreciation zone. Group presentation skills on new product or policy launch under direction of coach. CSR 1 in care, CSR 2 in retention.