Summary
Overview
Work History
Education
Skills
Timeline
Generic

A. Yule Cole

McCormick,SC

Summary

Dynamic customer service professional with a proven track record at T-Mobile, excelling in customer retention, conflict resolution, and upselling. Known for consistently exceeding performance metrics by leveraging effective communication and personalized support strategies. Proficient in time management, and client needs analysis to deliver tailored solutions that strengthen customer relationships and drive business growth.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

EZ Landlord Forms
04.2024 - Current
  • Responded promptly to inquiries and requests from prospective customers, ensuring a seamless and positive first impression.
  • Prioritized customer needs by delivering timely and efficient service in a fast-paced environment.
  • Designed and prepared customized forms and leases to streamline the landlord experience and simplify property management processes.

Retention Specialist

T-Mobile
07.2013 - 10.2022


  • Built strong rapport with customers through active listening, resulting in increased retention rates and consistently positive client feedback.
  • Resolved escalated calls efficiently, delivering solutions that balanced customer satisfaction with company policy.
  • Improved overall customer satisfaction by addressing concerns promptly and providing clear, accurate information.
  • Consistently exceeded performance metrics, earning recognition as a top-performing team member.

Customer Service Representative

T-Mobile
08.2012 - 07.2013


  • Applied effective problem-solving strategies to resolve common customer issues, enhancing overall satisfaction and experience.
  • Contributed to revenue growth by upselling products and services tailored to individual customer needs.
  • Guided customers through website navigation and online ordering, resulting in a more user-friendly and accessible digital experience.
  • Streamlined call center workflows to boost efficiency and reduce customer wait times.

Education

Associate of Applied Science - General Studies

Augusta Technical College
Augusta, GA
05-2026

Skills

  • Customer Retention Strategies
  • Upselling & Cross-Selling
  • Customer Relationship Management
  • Time Management & Prioritization
  • Conflict Resolution & De-escalation
  • Excellent Written & Verbal Communication

Timeline

Customer Service Representative

EZ Landlord Forms
04.2024 - Current

Retention Specialist

T-Mobile
07.2013 - 10.2022

Customer Service Representative

T-Mobile
08.2012 - 07.2013

Associate of Applied Science - General Studies

Augusta Technical College

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