Dedicated professional with over 20 years of experience in customer support, complaint management, fraud prevention, and process development at T-Mobile. Known for executive communication and problem-solving expertise.
Skilled in delivering clear, persuasive communication to executive and regulatory audiences.
Expertise in managing and resolving escalated complaints from FCC, BBB, and legal entities.
Dedicated to representing customer interests while balancing company policies to achieve positive outcomes.
Proficient in identifying, investigating, and resolving fraud-related issues to safeguard accounts and support sales.
T-Mobile USA
Serve as a primary point of contact for escalated customer and business complaints submitted through the FCC, BBB, Attorney General offices, small claims courts, and direct outreach to the Senior Leadership Team, including the CEO.. Conduct thorough investigations, craft executive-level written responses, and perform direct outreach on behalf of senior leaders.. Manage highly sensitive cases, including those involving victims of domestic violence, ensuring safety, compliance, and compassionate resolution.. Collaborate cross-functionally with legal, fraud, engineering, and operations teams to resolve complex issues efficiently.
T-Mobile USA
Helped launch and establish the T-Mobile Solution Center, contributing to process development, training, and operational structure.. Provided advanced support for complex customer issues requiring cross-department coordination.
T-Mobile USA
Retained high-value customers through expert problem-solving, negotiation, and personalized solutions.. Consistently exceeded performance metrics and customer satisfaction goals.
Media Arts
I think uh being a locksmith is a very good trait. I've had to use locksmiths in the past, and I've seen the tools that they've used, and it's uh it's quite intriguing. And um It's just something that I, I know I could do. Um, it's something that I think it would be fun to do. And um, and to be honest, um this link that I'm applying through this from, this is from my girlfriend. She just thought it would be good for me, but I am kind of a problem solver, and I think uh this would be a good uh way to help out others and um and also just, you know, make some money and just be a, be a helpful person in society.
Okay, so again, T-Mobile, last 21 years, that's all I know. I did an internship for resource planning, and that was a whole different aspect of the job. So I just went in there with just with, you know, open ears and just an open mind to really adapt to how to do things. But I just used my tools and resources, but I really got a good head start with programs that I wasn't usually used to, such as Excel, but you really had to think about the forecast of, you know, what kind of complaints were gonna come in to, and that was kind of difficult, but I did really, really well. And when they laid off 5,000 people, and then some of those people were the people that were training me, they just kind of left me in the dust, and I was able to still finish the job with the knowledge that I had at the time.
So one time, when I was at T-Mobile, I've been there 21 years, I was, and it started up this department called the Solution Center where we had, we'd have repeat customers, and if they kept on calling in, they would continue to get the Solution Center because we know that their issue is not resolved. Well, anyways, it was a young lady, her phone had been suspended, and finally, I thought outside the box and I said, let's call the account holder. And I got a hold of him and I said, all right, a user on your account is, wants their phone turned back on. And turned, you know, come to find out, she was a runaway, and I was speaking to her father, and I stayed on the line and conferenceed them in. She was at a Red Roof Inn, and I just kind of walked him through until he ended up saving the day and so do I, so to speak.
I started the solution center at T-Mobile over the 21 years I was there, but this was a project was made to help repeat customers to resolve their issues. I had a repeat customer from an unfortunate young lady that her phone had been suspended from her father, and then she kept on calling, I kept on getting her, and so I suggested that we call the account holder. And I got a hold of him, and I explained the situation. He's like, yeah, she's a runaway. And so I...
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Capable of mediating and resolving disputes effectively to maintain customer trust and satisfaction.
T-Mobile USA
Investigated and resolved fraud-related account issues, supporting web and telesales channels.. Developed a strong technical understanding of account security, authentication, and fraud prevention.
T-Mobile USA
Delivered frontline customer support with a focus on empathy, accuracy, and first-call resolution.. Quickly recognized for leadership potential and promoted into specialized roles.
