Liaison between back office, HQ, Engineering, Retail, and Care to create seamless, pain-free, and positive interactions for all customers and employees.

Create, lead, and develop a 46-member Team of Experts (TEX) team, including four coaches, 40 experts, one customer resolution expert, and one resource planning analyst Coach, motivate, and analyze community performance to exceed company-set targetsAdjust coaching to profitability and resolution to increase Profit and Loss margins and community performance Deliver weekly presentations to senior leadership on community's performance data Assist frontline with customer supportHandle inbound customer escalations

Helped rebrand and restructure previous intake form to what is now a “development request”, along with the way we assemble program teams at the onset of a program/request.Created “Tech Leadership Foundations” with project team to help aid an effort to close the gap with lost trouble ticket revenue, customer satisfaction, and HarrisX results compared to our competitors with technical call types. Leveraging our diverse program team, previous experience, and SMEs helped us create tailored content that is applicable and impactful.Used industry background to tailor existing Global Care Academy content to our TEX for Sprint audience while leveraging partners to understand the different nuances in the TFS sector.Setup and led regular program calls for initiatives to speak with business partners, provide updates, gather feedback, and seek approval for all changes and requests.“ProSci Change Practitioner” and “Visual Storytelling” certifications completed while in stretch assignment.Hosted CCLD calls as the producer and received positive feedback for the activities and structure.

Co-Head of T-Mobile's Colorado Springs site's five Diversity & Inclusion pillars: Pride and Allies, Veterans and Allies Network, Access for Disabilities Network, Multi-Cultural, Multi-Generational, and Women's Leadership NetworkLead and coordinated site-wide and community Diversity & Inclusion eventsHelped local high school with commemorative mural to honor veteransLead Colorado Springs T-Mobile site in local 2018 pride parade Helped organize site participation in Polar Plunge event for Special Olympics Planned site incentives to raise money for St. Baldrick's

Facilitated Technical Care, General Care, and TEX new hire training programsTrainer for TEX conversion classes (15-45 people per class)Catered training to all adult learning stylesCoached frontline, Associate Trainers, and fellow Trainers in performance growthResponsible for onboarding new Leadership and Development teams

Leveraged leadership skill and Frontline Leadership Development Consultant (FLDC)-created content to onboard new leadersSpearheaded Magenta 4-Fast Track for 14 newly promoted operations CoachesFacilitated TEX Leadership Bootcamp for 20 converting Coaches and Managers

Graduate of Trainer UniversityFacilitated Continuing Education coursesHead of effective new hire training classes with heightened focus on representative performanceIssued behavioral coaching to frontline representatives to close performance gaps

Frontline technical supportHandled customer calls ensuring customer satisfaction and problem resolutionTop performing representative, ranking 7th among all T-Mobile call center representatives nationwide