Responsible for program level contribution, strategy and implementation of functional changes for multiple applications utilized by Frontline Representatives to support prospective and existing T-Mobile Customers. Subject matter expert for planning and preparation of any system change which impacted the frontline system experience with the goal of a positive employee experience creating a positive Customer experience. Key Contributions:* Cross functional collaboration across the… Show more Responsible for program level contribution, strategy and implementation of functional changes for multiple applications utilized by Frontline Representatives to support prospective and existing T-Mobile Customers. Subject matter expert for planning and preparation of any system change which impacted the frontline system experience with the goal of a positive employee experience creating a positive Customer experience. Key Contributions:* Cross functional collaboration across the organization – Frontline, Marketing, Developers, Stakeholders and more* Define success measures and return on investment* Advocate for the Frontline representative to inform and protect the system experience Show less

Responsible for providing exceptional customer service by utilizing active listening, fact finding research within multiple T-Mobile systems and presenting the customer with resolution. Address technical concerns while adding the value and benefit of T-Mobile. Extensive knowledge of T-Mobile values, goals, processes, policies and procedures. Key Contributions:* Excellent troubleshooting abilities* Adherence to confidentiality requirements

Responsible for daily scheduling activities of 800 agents in a 24-hour call center. Process schedule changes and evaluate the impact on Service Level performance. Key Contributions:* Analyze call volume trends to identify optimal utilization of staffing resources* Intricate knowledge of call routing processes and management

Provide management and external groups with analysis / data used to evaluate the financial impact of business decisions in a 500-agent call center. Present recommendation for change based upon current and projected trends. Key Contributions:* Development, planning and tracking of corporate projects and staffing * Monitor costs, quality, budget, expenses and call volume and trends associated with these factors