Celinda Alejo

• Maintained company's social media presence by posting messages, answering posts, and monitoring responses.
• Resolving issues and answering questions in T-Mobile social channels, including but not limited to Facebook and Twitter. Working withabroad scope of support, Specialists are subject matter experts for wide range of T-Mobile products and services, including but not limited to billing, technical support, advanced technical support, prepaid, T-Mobile for business, home internet, T-Mobile TV, among others.
• Manage a wide array of escalated customer situations and brings an expert level of knowledge and resolution.
• Ability to build close relationships with key stakeholders across the organization
• Attention to detail and the ability to effectively multi-task in a fast-paced, dynamic and remote environment
• Ability to thrive in a dynamic virtual environment while providing a VIP experience for our customers while minimizing effort
• Consistently meets/exceeds departmental goals and business objectives.
• Escalating issues to cross-functional business partners as necessary.
• Also responsible for other Duties/Projects as assigned by business management as needed.
• Consistently executes feedback from coaching and trends.

• Sells appropriate products, features, and services based on customer needs.
• Resolves customer pain points in one interaction utilizing in-store systems and digital tools.
• Completes ongoing training to keep current and develop knowledge and skills to act as SME in all things T-Mobile.
• Consistently leverages digital tools in interactions and onboarding.
• Worked collaboratively to build and contribute to a culture of sales and service.
• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

TOPs Alumnus - Director-nominated nationwide development program, providing the opportunity for Retail/Care leadership to leverage frontline experience by supporting key business partners in HQ roles.

• Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
• Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
• Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
• Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
• Considered the “resolution influencer” within their community. For that reason, customer calls
  and/or concerns referred to the CRE must be fully researched and resolved, whether in the
  customer’s favor or in protection of T-Mobile
  
• Partner with the Resolution Coach and Sr. Customer Resolution Expert to provide collective
  insights regarding their community’s trends, share best practices, educate their community and
  leaders, and help drive change to outliers across markets.
  
• Build and leverage strong community and cross-functional relationships to foster enhanced
  customer satisfaction and resolution
  
• Responsible for working with Business Support to track issues resulting from policy
  gaps/complex handoffs. They will be steadfast and committed to following up and following
  through to ensure short-term resolution and long-term process enhancements
  
• Point of contact when high-priority customer campaigns need support. This may include
  supporting incoming calls or completing outbound calls, and/or being able to quickly address
  account changes
  
• Support other duties as assigned to support their Community, the Resolution team, and site
  leadership.
  
• Also responsible for other Duties/Projects as assigned by business management as needed.

• Provide resolutions and support customers based on their needs
• Helps the company win stellar customer service ratings
• Provided input in improving internal processes
• Resolve initial interactions with effective call handling
• Became brand ambassador for T-Mobile Money
• Improved customer service and product knowledge daily
• Appropriately escalate customer dissatisfaction with manager
• Learn our technology and systems
• Completed Career Advantage Program 2020
• Contacted customers to discuss past-due accounts and negotiated payment plans.
• Responded to customer inquiries and provided detailed account information.
• Researched billing errors and discrepancies to initiate corrective action.
• Established relationships with customers to encourage payment of delinquent accounts.

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Assisted customers with Spanish-language inquiries in a timely and professional manner.
• Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
• Responded to customer calls and emails to answer questions about products and services.
• Addressed customer service inquiries in a timely fashion
• Attempt to collect a payment or make payment arrangements
• Inform clients of overdue accounts and amount currently owed
• Offered detail explanation of the bill