AKINA COLEMAN
Richardson,TX
Summary
Results-oriented professional with over 10 years in leadership and customer service. Expertise in coaching teams to meet performance goals, enhancing customer satisfaction, and supporting operational initiatives. Recognized for communication skills and a commitment to fostering a positive, accountable work environment.
Overview
8
8
years of professional experience
Work History
Service Lead
AT&T
02.2026 - Current
- Led daily guidance and support for frontline sales and service professionals, enhancing team effectiveness.
- Coach employees on sales effectiveness, customer experience, performance goals, and company expectations.
- Monitor key performance indicators and identify opportunities to improve productivity and customer satisfaction.
- Cultivated a performance-driven team environment emphasizing accountability and collaboration.
- Coordinated onboarding and training programs for new team members, ensuring smooth integration and skill development.
- Support operational initiatives and collaborate with leadership to drive business results.
- Handle escalated customer concerns and provide effective resolution strategies.
Sales & Service Representative
AT&T
09.2023 - 02.2026
- Delivered exceptional customer service, identifying and maximizing sales opportunities to enhance customer satisfaction.
- Achieved performance objectives for customer satisfaction, sales, and service quality, contributing to overall team success.
- Educated customers on tailored products, promotions, and solutions, increasing customer engagement and informed decision-making.
- Assisted customers with wireless products, services, billing inquiries, and technical support.
- Utilized active listening and problem-solving skills to resolve customer concerns efficiently.
- Maintained compliance with company policies and operational procedures.
Retention Specialist
Charter Communications
Milwaukee, Wisconsin
09.2018 - 09.2023
- Retained customers by providing tailored alternatives that addressed their specific needs.
- Supported employee engagement and retention initiatives to foster a positive workplace culture.
- Developed and implemented Human Resources policies and procedures to enhance organizational effectiveness.
- Ensured compliance with FMLA, EEOC, and employment regulations.
- Completed workplace injury documentation and reporting.
Education
Milwaukee Area Technical College
Milwaukee, Wisconsin01-2020
High School Diploma -
Oak Creek, WisconsinSkills
- Service Operations Management
- Customer Service Excellence
- Client Relationship Management
- Customer Engagement Strategies
- Recruiting & Onboarding
- Workforce Planning & Scheduling
- Performance Management
- Team Leadership & Coaching
- Employee development
- Conflict Resolution
- Customer Satisfaction Improvement
- Microsoft Office proficiency
- Payroll administration
Timeline
Service Lead
AT&T
02.2026 - Current
Sales & Service Representative
AT&T
09.2023 - 02.2026
Retention Specialist
Charter Communications
09.2018 - 09.2023
Milwaukee Area Technical College