BREANNA CROSBY
Clovis,CA
Summary
Results-driven professional with experience in customer service, team leadership, and performance coaching. Proven ability to improve processes, drive team performance, and deliver exceptional member experiences. Seeking a role to leverage business acumen and leadership skills while contributing to organizational growth.
Overview
9
9
years of professional experience
Work History
Coach, Team of Experts
T-mobile CEC
09.2025 - Current
- Led and developed a team of 14 Account Care Experts, driving consistent improvement in performance, customer experience, and employee engagement.
- Conducted regular 1:1 coaching sessions and provided real-time feedback, ensuring team members consistently met or exceeded call handle time, first-call resolution, quality, retention, compliance, and delinquent dollars collection goals.
- Monitored and analyzed quality scores and customer feedback, identifying trends, resolving escalations, and implementing targeted coaching that improved customer satisfaction over 95%.
- Designed and executed performance action plans to address skill gaps, improve consistency, and support individual growth and team efficiency.
- Conducted ongoing team trainings to ensure readiness for business updates, policy changes, and new initiatives in a fast-paced environment.
- Partnered with leadership to manage queues, optimize workflows, and execute performance strategies, improving team efficiency and achieving metrics consistently.
- Fostered a culture of accountability, recognition, and continuous improvement, modeling T-Mobile’s BEST service behaviors.
Associate Coach
T-Mobile CEC
11.2022 - 09.2025
- Provided real-time floor support and side-by-side coaching to a community of 45+ Account Care Experts, reinforcing BEST service behaviors and one-call resolution standards.
- Assisted the team in maintaining a quality score over 90%, improving first-call resolution rates, and keeping average call resolution time under 660 seconds per contact.
- Supported performance management by delivering timely feedback, reviewing calls, and assisting with individual development plans, contributing to overall team growth and goal achievement.
- Monitored quality metrics and customer feedback, identifying coaching opportunities that improved customer experience outcomes.
- Assisted in resolving customer escalations, guiding experts through complex issues to ensure accurate and efficient resolutions.
- Partnered with Coaches and leadership to execute performance action plans, reinforcing productivity, quality, and attendance standards.
- Supported queue management and daily operations to maintain service levels in a fast-paced environment.
- Communicated business updates, process changes, and new initiatives to the team, ensuring alignment and readiness.
- Modeled professionalism, accountability, and adaptability while developing leadership skills for a full Coach role.
CUSTOMER SERVICE REPRESENTATIVE/ ACCOUNTEXPERT
T-MOBILE
04.2022 - 11.2022
- Delivered proactive, timely resolution for up to 50+ customer inquiries per day, consistently meeting or exceeding productivity and quality standards.
- Managed customer accounts with a focus on retention, loyalty, and value-based solutions, contributing to 95%+ customer satisfaction and issue resolution rates.
- Demonstrated strong adaptability to new software, applications, and communication platforms, quickly learning and applying system updates with minimal instruction.
- Provided exceptional customer experiences by applying training tools, policies, and problem-solving skills to resolve complex issues efficiently, reducing repeat contacts by 10–15%.
- Met or exceeded performance milestones tied to compensation growth, reflecting consistent results and reliability.
- Completed ongoing training and skill development to expand product knowledge and support career advancement within the company.
Customer Service Representative
Aetna, a CVS Health
07.2017 - 03.2021
- Served as a primary telephone contact for members, providing accurate and timely support for benefits, eligibility, claims, and coverage inquiries.
- Explained complex health insurance information clearly and empathetically to ensure member understanding and satisfaction.
- Resolved customer concerns efficiently while adhering to HIPAA regulations and protecting confidential health information, handling up to 50 calls per day.
- Achieved over 95% customer satisfaction and resolution rate, demonstrating consistent high-quality service.
- Documented member interactions thoroughly and accurately in internal systems in compliance with regulatory and company standards.
- Escalated complex or sensitive issues appropriately to ensure continuity of care and timely resolution.
- Met or exceeded established quality, productivity, and compliance metrics in a high-volume call center environment.
- Maintained up-to-date knowledge of policy changes, system updates, and regulatory requirements through ongoing training.
Education
Bachelor of Arts - Human Resources Management
University of Arizona, Global Campus
Tucson, AZ07-2029
High School Diploma -
Edison High School
Fresno, CA06-2011
Skills
- Team Leadership & Coaching
- Account Processing & Maintenance
- Member & Customer Service
- Confidential Records Handling
- Policy & Compliance Awareness
- Data Entry & Accuracy
- CRM & Account Management Systems
- Written & Verbal Communication
Timeline
Coach, Team of Experts
T-mobile CEC
09.2025 - Current
Associate Coach
T-Mobile CEC
11.2022 - 09.2025
CUSTOMER SERVICE REPRESENTATIVE/ ACCOUNTEXPERT
T-MOBILE
04.2022 - 11.2022
Customer Service Representative
Aetna, a CVS Health
07.2017 - 03.2021
Bachelor of Arts - Human Resources Management
University of Arizona, Global Campus
High School Diploma -
Edison High School