Amy Hansen
Eagle,ID
Summary
Accomplished leadership development professional with extensive experience in operations management and learning and development honed at over 16 years with T-Mobile. Proven track record in strategic planning and coaching, consistently driving teams to achieve top 10% performance rankings. Highly skilled in curriculum development and fostering strong relationships, resulting in operational excellence and elevated satisfaction levels. Committed to enhancing organizational capabilities through innovative training solutions.
Overview
24
24
years of professional experience
Work History
Customer Service Representative
Citibank
08.2024 - Current
- Delivered exceptional customer service by addressing inquiries and resolving account-related concerns
- Assisted customers with account management, billing questions, and troubleshooting services
- Maintained performance metrics while ensuring a positive customer experience
Customer Service Management, Membership Sales
Bogus Basin Ski Resort
06.2023 - 02.2024
- Oversaw membership sales, ensuring seamless customer service and operational excellence
- Managed customer accounts, handled inquiries, and resolved issues to maintain high satisfaction levels
- Provided training and guidance to team members to enhance overall service quality
Learning and Development Performance Manager, Global Care
T-Mobile
03.2017 - 08.2020
- Partnered with Service Partner Site leadership to exceed customer expectations through trainer observations, performance audits, and database tracking
- Managed and developed training staff, ensuring compliance with enterprise training requirements
- Conducted strategic planning for site launches, managed ramp up for training
- Facilitated large-scale product launches, curriculum updates, and system rollouts
- Conducted 'train-the-trainer' sessions, coaching triads, and call quality calibrations
- Traveled extensively (up to 85%) to support partner sites
- Acted as a Subject Matter Expert for multiple lines of business (@Work, T-Mobile for Business, Pay in Advance, General Care, SCNC, Activations, Telesales)
- Collaborated with Instructional Design for curriculum updates and improvements
Corporate Trainer
T-Mobile
11.2013 - 02.2017
- Delivered 9-week new hire training programs, ensuring a strong foundation for new employees
- Provided performance feedback through classroom activities and one-on-one coaching
- Facilitated workshops, product launches, and leadership development sessions
- Established strategic partnerships with operations and instructional design teams
- Participated in 'train-the-trainer' sessions and supported national and local training initiatives
Coach, Customer Care
T-Mobile
11.2009 - 10.2013
- Led a team of 17, focusing on culture, performance, and career development
- Conducted coaching sessions, call calibrations, and performance-based action plans
- Resolved escalated customer issues, including complex billing scenarios
- Performed administrative tasks such as quality scoring, timesheet approvals, and documentation
- Achieved top 10% team performance rankings at the site level
- Designed CSR development plans for career progression
Senior Representative
T-Mobile
09.2005 - 10.2009
- Supported team performance through trend analysis, feedback, and training
- Facilitated team huddles and provided specialty training as needed
- Handled escalated calls and approved credits/adjustments
- Managed team incentives, recognition programs, and daily performance updates
Customer Service Representative
T-Mobile
07.2004 - 09.2005
- Provided top-tier customer service for billing, troubleshooting, and account changes
- Handled up to 100 calls daily, maintaining performance metrics and exceeding customer satisfaction goals
- Supported team operations by managing escalated calls and providing floor support
Customer Service and Collections
Sears Credit
03.2001 - 04.2004
- Managed customer inquiries for Sears credit card accounts, including payments and interest rate explanations
- Reviewed credit limits and scheduled service calls for appliance repairs
- Conducted outbound collection calls for accounts 1-30 days past due
Education
Some College (No Degree) -
Boise State University
Boise, IDSkills
- Leadership Development
- Training Program Design and Facilitation
- Coaching and Performance Management
- Strategic Planning and Cross-Training
- Curriculum development
- Large-Scale Facilitation
- Workshop facilitation
- Remote facilitation
- Relationship building
- E-learning development
- Organizational development
- Curriculum design
- Needs assessment
- Coaching and mentoring
- Instructional design
- Classroom management
Accomplishments
- Number one nationally ranked trainer for performance and attrition
Timeline
Customer Service Representative
Citibank
08.2024 - Current
Customer Service Management, Membership Sales
Bogus Basin Ski Resort
06.2023 - 02.2024
Learning and Development Performance Manager, Global Care
T-Mobile
03.2017 - 08.2020
Corporate Trainer
T-Mobile
11.2013 - 02.2017
Coach, Customer Care
T-Mobile
11.2009 - 10.2013
Senior Representative
T-Mobile
09.2005 - 10.2009
Customer Service Representative
T-Mobile
07.2004 - 09.2005
Customer Service and Collections
Sears Credit
03.2001 - 04.2004
Some College (No Degree) -
Boise State University