Aaron Pangburn

Implements strategies provided by the Team Manager.

Provide assistance with real-time (in-person and WFM) support and chat management.

Conduct Live side-by-sides to Observe Call Quality

Direct Frontline for managing

escalations and kudos calls

Review QR scores and provide call-backs to receive, document, and implement feedback.

Provide call resolution time management within the team.

Track follow-ups, and assist in or complete follow-ups on commitment dates.

(For Entire Team, but not limited to; Assisting with Follow ups within Entire CEC if necessary)

Provide Mentoring, Guidance and developing experts by aiding in call listening, customer support, and sharing call trends with coaches and managers.

Observes and shadow leadership during coaching, feedback sessions, documentation, quality scoring, and trending.

Execute on individual development plans and Self Values in Action

Implement all Experience Gained From Account Expert Role

Resolved different kinds of customer queries and Incomplete resolutions.
Built customer loyalty through proactive account management and core values that shows We Care about our customers.
Provided excellent customer service, utilizing available resources (Magenta Pulse) and tools (Atlas, Samson, T-Mobile Rebate Tool, Device Return Research Tools & RDI, HLR & Troubleshooting)
Consistently meet departmental productivity and call quality standards.
Approached each call in a positive manner, making sure to be respectful and courteous during each interaction.
Underwent Coaching to upgrade skills and knowledge concerning organizational processes and improve time management.
Gained proficiency in balancing business and customer values relevant to the Account Expert Role.

• Possessed training and experience in sales, enhancing customer interactions.
• Operated POS systems efficiently to process transactions.
• Managed inventory effectively to ensure stock availability.
• Achieved task completion within reasonable timeframes based on workload.