Alecia A. Richardson
McKinney,TX
Summary
Managerial professional with proven record of streamlining processes and leading high-performing teams. Known for strong analytical skills and commitment to achieving results. Teams rely on collaborative leadership and adaptability to changing needs.
Overview
22
22
years of professional experience
Work History
Customer Care Coach
T-Mobile Call Center
12.2006 - 11.2008
- Assisted in hiring and recruiting of new hires employee
- Coach and develop representatives to perform their role effectively and provide feedback to help them enhance their skills
- Build and maintain work relationships between peer and leadership
- Promoted a culture of teamwork by encouraging collaboration between colleagues during challenging situations.
- Boosted employee morale through regular recognition of achievements, fostering a positive work environment.
- Handled high-pressure situations with poise, maintaining professionalism and providing exceptional support to customers during their time of need.
Customer Care Coach
T-Mobile Call Center
12.2006 - 11.2008
- Assisted in hiring and recruiting of new hires employee
- Coach and develop representatives to perform their role effectively and provide feedback to help them enhance their skills
- Build and maintain work relationships between peer and leadership
- Promoted a culture of teamwork by encouraging collaboration between colleagues during challenging situations.
- Boosted employee morale through regular recognition of achievements, fostering a positive work environment.
- Handled high-pressure situations with poise, maintaining professionalism and providing exceptional support to customers during their time of need.
Sr. Program Manager HR
T-Mobile
10.2023 - Current
- Supported HR and business groups by providing senior-level business support and day-to-day management of the department business processes
- Interface with all levels of the enterprise and requires exceptional emotional intelligence, agility, interpersonal skills and judgment
- Facilitated stakeholder communication, leading to improved alignment between business objectives and program goals.
- Managed cross-functional teams to deliver high-quality products within scope and budget constraints.
- Established clear performance metrics for tracking program success, enabling informed decision-making processes throughout each project''s duration.
- Tracked and reported program results to customers and stakeholders to facilitate change management activities.
- Resolved conflicts among team members to maintain a cohesive working environment focused on achieving shared goals.
HR Partner
NV CEC
05.2020 - 10.2023
- Primary point of contact for the client to ensure an optimal work environment, serves as an advocate for all employees, and enables and supports employee career success
- Provide expert and objective advice, coaching, and counsel to leaders and employees on HR programs, policy and procedures, employment/labor laws, conflict resolution, change management, diversity, and organizational development to promote a fair and equitable work environment
- In partnership with the appropriate support resources, responds to employee concerns regarding performance management, improvement, harassment, discrimination, misconduct, employee safety, teamwork etc
- Work collaboratively with HR support teams to ensure the effective development of transparent, meaningful and accessible leadership training, tools and resources to enable and support employee careers
- Effectively partner with team members and stakeholders to achieve success in attracting, developing, and training top talent
- Typically supports director and below
- Developed policies and procedures that aligned with company values while maintaining legal compliance in all HR-related matters.
- Served as a trusted advisor to senior management on key HR decisions affecting overall business strategy.
- Coordinated employee engagement activities and events, fostering a positive work environment that encourages collaboration and innovation.
- Implemented performance management systems, fostering a culture of continuous improvement and open communication among employees.
- Championed diversity and inclusion efforts within the organization, creating a more inclusive workplace culture for all team members.
HR Business Partner
T-Mobile
05.2017 - 12.2020
- Managed conflict resolution processes to maintain a positive work environment and resolve employee disputes effectively.
- Partnered with legal counsel to ensure compliance with employment regulations, reducing potential liability risks for the organization.
- Investigated and liaised with legal department to respond to complaints of harassment, discrimination, employee grievances, and other sensitive issues and prepared position statements for EEOC.
- Facilitated communication between employees and management by conducting regular feedback sessions and addressing concerns proactively.
- Championed change management efforts during company restructures, minimizing disruption to employees and maintaining morale during transitions.
- Implemented succession planning strategies, ensuring leadership continuity and employee growth opportunities within the organization.
- Conducted exit interviews with employees leaving company to gauge areas of success and opportunities for improvement.
- Collaborated with leadership to assess and improve policies across board.
Analyst- Rewards and Recognition Winners Circle
T-Mobile Headquarters
08.2012 - 05.2017
- Compiled, audited, & analyzed Winner Circle monthly KPI data file for Care
- Reviewed Winners Circle stack-ranking & metric maintenance to ensure accurate leaderboards
- Processed all approved WC metric/data changes
- Accurately processed & reported all recognition taxable awards
- Performance trending and ROI analysis of Winners Circle participants
- Assisted with customer care incentives analysis as needed
- Answered Winners Circle inbox questions, as appropriate
- Streamlined reporting procedures by creating user-friendly dashboards for easy access to key performance indicators.
- Supported budgeting processes by providing accurate forecasts and timely variance analyses.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Enhanced data accuracy by meticulously validating and updating KPI information in database.
Business Support Analyst
T-Mobile Call Center
11.2008 - 08.2012
- Responsible for Call Center trending and Analysis as it relates to Key Performance Indicators
- Responsible for the creation and maintenance of call center reports as needed
- Created and maintained call center incentives to promote performance
- Responsible for performing monthly and quarterly performance analyses to improve call center performance
- Responsible for being the Subject matter expert on T-Mobile systems, such as T-Community, Samson, Remedy, Quikview and the ihlr
- Point of Contact for National implementation team as it relates to policy changes, customer impacting issues, and frontline feedback
- Held meetings to communicate new policies and procedures to frontline
- Developed and executed data-driven solutions to address complex business challenges and drive growth
Senior Representative
T-Mobile Call Center
06.2006 - 12.2006
- Assisted coaches in the maintaining performance standards
- Reduced customer complaints with proactive problem-solving and prompt issue resolution.
- Achieved successful resolution of escalated issues during periods of high call volume.
- Create and manage rewards and recognition within the team to promote performance
- Create positive relationships with peers and leadership
- Provide feedback to team members to improve performance
Customer Service Representative
T-Mobile Call Center
06.2003 - 06.2006
- Acted as the initial point of contact between customers and T-Mobile
- Handled customer questions and concerns in compliance with T-Mobile policies and procedures
- Created team-based incentives and promotions to encourage excellent performance
Education
Master’s degree - Business Administration, is Human Resources
2010
Bachelor’s degree - Communication, Business
2006
Associates Science - Business Administration
2003
Skills
- Proficient in Microsoft Office, Excel, Outlook, PowerPoint, And SharePoint
- Problem-solving skills
- Relationship building
- Strategic planning
- Project leadership
- Complex Problem-solving
- Strong analytical skills
- Training and mentoring
- Customer relations
- Customer service
Additional Information
- Awards: , 2005 -Customer Pro Award Winner (IN Crowd) 2008-Power Zone Winner 2017-Power Zone Winner 2018-IN Crowd Winner 2020-IN Crowd Winner
Timeline
Sr. Program Manager HR - T-Mobile
10.2023 - Current
HR Partner - NV CEC
05.2020 - 10.2023
HR Business Partner - T-Mobile
05.2017 - 12.2020
Analyst- Rewards and Recognition Winners Circle - T-Mobile Headquarters
08.2012 - 05.2017
Business Support Analyst - T-Mobile Call Center
11.2008 - 08.2012
Customer Care Coach - T-Mobile Call Center
12.2006 - 11.2008
Customer Care Coach - T-Mobile Call Center
12.2006 - 11.2008
Senior Representative - T-Mobile Call Center
06.2006 - 12.2006
Customer Service Representative - T-Mobile Call Center
06.2003 - 06.2006
Wichita State University - Bachelor’s degree, Communication, Business
Butler County Community College - Associates Science, Business Administration
University of Phoenix - Master’s degree, Business Administration, is Human Resources
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