Aolani Escudero
Salem,OR
Summary
Experienced professional with a motivational style and positive attitude. Adept at engaging employees with a variety of resources by incorporating different technologies, materials and aids. Proven skills in organizing, multitasking and resolving conflicts.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Sr. Trainer
T-Mobile
02.2021 - 08.2023
- Responsible for delivering & facilitating new hire training using the National Curriculum to newly hired Experts and continuing education curriculum to frontline employees.
- Created and facilitated engaging learning activities that promoted knowledge retention related to customer service, resolution and sales behaviors; knowledge of products, features, services, policies, and procedures; multi-system navigation; and T-Mobile culture.
- Coach employees and gain their commitment to the BEST execution of T-Mobile's Uncarrier strategy. Provide one on one assistance and timely, accurate, and effective feedback to new hires regarding job performance.
- Manage new hire attendance and take appropriate action to adjust training or take further actions as needed.
- Conduct project and program management for local training initiatives. Attend essential meetings designed to steer alignment to increase training performance.
Associate Trainer
T-Mobile
05.2018 - 02.2021
- Co-Facilitate new hire training using the National Curriculum to newly hired Experts with the Trainer.
- Effectively coach and develop new hires in training by assisting them in call handling guidelines and answering general questions and giving suggestions & effective timely feedback to improve call quality.
- Achieve and maintain a significant level of knowledge of customer service center operations , processes, new hire and continuing education training, methods and procedures.
- Responsible for assuming the role as Trainer - maintaining classroom, TCC Expectations whenever Trainer was out.
- Assisted Trainer with monitoring class compliance and administrative functions. Assisted Trainer with morning kickoffs and debriefing sessions with new hire class during TCC. Assisted with escalated customer calls and support the new hires on the floor during phone call taking.
Senior Account Expert
T-Mobile
06.2017 - 05.2018
- Responsible for a higher level of mentorship with my peer team of 10 by means of tracking performance metrics; capturing our areas of successes and opportunities.
- Responsible for maintaining frontline customer interactions and managing my own individual performance.
- Created incentive initiatives to motivate and drive performance.
- Tasked to be pulled off the phones to support peers call taking while coaches were out - this allowed me to handle escalated calls, drive performance, & providing timely, effective feedback to Experts taking calls as needed.
- While Coach was out on vacation, I was responsible to step into the Coach role and maintain Coach responsibilities.
Account Expert
T-Mobile
12.2014 - 06.2017
- Responsible for providing astounding customer service through effective and timely resolution of various customer inquiries and concerns. Approached each call with a can-do mindset while treating customers with respect, courtesy and a genuine desire to help.
- Built customer loyalty and value through effective account management, identifying and providing offers for appropriate additional products, features, services, and by collecting on past due balances.
- Used resource documentation for reference and the automated training tools provided to deliver exceptional customer service.
- Responsible for meeting department productivity and quality standards, and appropriately disbursing adjustments and account credits in accordance with T-Mobile policy.
Education
High School Diploma -
Borah High School
Boise, IDBachelor of Science - Political Science And Government
Boise State University
Boise, IDBachelor of Arts - Educational, Instructional, And Curriculum Supervision
Ashford University
San Diego, CASkills
- Organizational Leadership
- Quantitative Analysis
- Resource Coordination
- Innovative Training Approaches
- Customer & Employee Relationship Management
- Organizational Leadership
- Team Building & Leadership
- Problem Solving
- Time Management
- Coaching
- Training & Development
- Workflow Management
- Cross-Functional Collaboration
- Performance Management
Certification
- Negotiation Foundations, LinkedIn Learning - 2020
- Persuading Others, LinkedIn Learning - 2020
- Instructional Design: Adult Learners, LinkedIn Learning - 2020
- Leading at a Distance, LinkedIn Learning - 2020
- Meeting Facilitation, LinkedIn Learning - 2020
- Working Remotely, LinkedIn Learning - 2020
- Writing Customer Service Emails, LinkedIn Learning - 2020
- Teaching Techniques: Classroom Management, LinkedIn Learning - 2020
Projects & Accolades
- Top Associate Trainer of Q3 2019
- Strikeforce Project - 2019: Worked with 2 Areas in the San Francisco Market to audit live cancel calls, with the goal to drive down cancels
- Amplifire Spanish Translation - 10/2019-11/2019: Worked with Amplifire team with translating English curriculum into Spanish THRIVE curriculum - making sure the translation was accurate, in addition to making sure other internal curriculum information was accurate.
- Instructional Design Intern - 2/2020-4/2020: Worked with other Instructional Designers and Interns to THRIVE up learner and facilitator content for training, in addition to reviewing insight lesson questions with Amplifire for accuracy.
- THRIVE Catch-Up - 3/2020-4/2020: Worked with New Hires on a one on one basis to get them caught up in THRIVE due to missing training due to COVID.
- Kingsburg Adding Revenue Training - May 2023: Spent 3 weeks in Kingsburg and facilitated to 12 different teams in 6 different time slots facilitating Adding Revenue - Kingsburg curriculum to Frontline Experts and Leaders on just about everything there to know about making effective recommendations for each customer, overcoming obstacles, and hooking our customers up with the best services and products that add value to their life. Topics focused on: NBA Voice Rate plans for Basic & Intermediate; Revenue Device Upgrades; Device & Account Activation; Onboarding & Expectations.
Timeline
Sr. Trainer
T-Mobile
02.2021 - 08.2023
Associate Trainer
T-Mobile
05.2018 - 02.2021
Senior Account Expert
T-Mobile
06.2017 - 05.2018
Account Expert
T-Mobile
12.2014 - 06.2017
High School Diploma -
Borah High School
Bachelor of Science - Political Science And Government
Boise State University
Bachelor of Arts - Educational, Instructional, And Curriculum Supervision
Ashford University
- Negotiation Foundations, LinkedIn Learning - 2020
- Persuading Others, LinkedIn Learning - 2020
- Instructional Design: Adult Learners, LinkedIn Learning - 2020
- Leading at a Distance, LinkedIn Learning - 2020
- Meeting Facilitation, LinkedIn Learning - 2020
- Working Remotely, LinkedIn Learning - 2020
- Writing Customer Service Emails, LinkedIn Learning - 2020
- Teaching Techniques: Classroom Management, LinkedIn Learning - 2020
Similar Profiles
Kieria A PalmerKieria A Palmer
Mobile Expert at T-MobileMobile Expert at T-Mobile
Kendrick CueKendrick Cue
Mobile Expert at T-MobileMobile Expert at T-Mobile
Deandrea BrownDeandrea Brown
Account Care Expert at T-MobileAccount Care Expert at T-Mobile