Chayla Dozier
Summerville,SOUTH CAROLINA
Summary
Rational analyst with 1 year of experience enhancing operations for organizations through information systems solutions. Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. Knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Analyst
T-Mobile
02.2022 - Current
- Resource Planning
- Ensure real time management of service levels Forecast both short and long-term call volumes and staffing needs
- Through the use of Workforce Management and ACD software, responsible to manage all real time impacts to call volumes and staffing levels
- Analyzing metrics trends (such as call volume, handle time, staffing levels) and using them to formulate an insightful story for leadership audiences
- Ensures that Call Center resources are scheduled and utilized to provide optimum service levels for customers
- Real-time queue management on an as needed basis
- Responsible for creating, programming, formatting, maintaining, and producing reports both on ad hoc and routine basis, for individual, teams, work types, and departments
- Ensuring customer impacting events are investigated by support teams efficiently and in accordance with established procedures
- Sending communications to senior leadership teams to advise of customer experience
- Manage projects based on direction derived from call statistics, call abatement strategies, and call-resolution improvements
- Create, maintain, and distribute documentation, tools, and or delivery methods to internal customer groups as it relates to resource planning and workforce management
- Provide clear concise statistical reporting
Coach
T-Mobile
04.2021 - 02.2022
- Team of Experts
- Meet and exceed objectives for team performance and individual performance of assigned experts by providing effective feedback, coaching, and support
- Minimize escalations through effective coaching and support as well as proper handling of calls escalated to the coach to achieve the right result
- Understand and effectively leverage metrics and other measurements to drive team performance; use good judgement and business acumen to balance metrics and resolve customer issues
- Provide meaningful career and professional development for assigned experts, in partnership with leadership development staff; Coach and develop experts, including inspection and observation of expected behaviors and outcomes, actively engaging in day-to-day activities in the pod and being a trusted resource for experts through in-the-game coaching
- Effectively use recognition, coaching, training, and other tools to lead coaches and experts and inspire world-class performance and employee retention
- Coordinate, cooperate, and collaborate with other coaches serving a shared customer base to ensure a seamless customer experience.
Senior Messaging Expert
T-Mobile USA
08.2018 - 04.2021
- Ensuring customer and employee satisfaction by providing outstanding customer service to both internal and external customers
- Daily duties include but are not limited to the following: basic tier troubleshooting, reviewing and explaining billing, any account review
- Assisted with development in the community along with a support role.
Project Coach
T-Mobile
01.2021 - 01.2021
- Team of Experts
- Ensuring customer and employee satisfaction by providing outstanding customer service to both internal and external customers
- In addition to message reviews, resource for the experts, career development, and handling escalated messages.
Community Planning Analyst Intern
T-Mobile USA
08.2018 - 01.2019
- Ensure able to identify needs and determine appropriate staffing to ensure resources are available to respond to customers needs
- Manage queues to ensure optimal occupancy and agent availability
- Manage schedules and enter exceptions.
Coach
T-Mobile USA
01.2018 - 01.2018
- Of Experts
- Ensuring customer and employee satisfaction by providing outstanding customer service to both internal and external customers
- In addition to phone duties, we assist the department supervisor in daily work allocation and acts as a resource for the team members and handling escalated calls.
Senior Tech
T-Mobile USA
01.2017 - 01.2018
- Expert Team of Experts
- Ensuring customer and employee satisfaction by providing outstanding customer service to both internal and external customers
- Daily duties include, but are not limited to the following: second tier troubleshooting, reviewing and explaining billing, any account review
- Assisted with development in the community along with project coach role.
Senior Representative
T-Mobile USA
01.2014 - 01.2017
- Ensuring customer and employee satisfaction by providing outstanding customer service to both internal and external customers
- In addition to phone duties, we assist the department supervisor in daily work allocation and acts as a resource for the team members and handling escalated calls.
Customer Service Representative
T-Mobile USA
01.2010 - 01.2014
- Directly responsible for operations of communications to receive and handle incoming calls for complaints, billing, equipment order and general questions
- Daily duties include, but are not limited to the following: reviewing and explaining bills, making price plan/feature changes and making sales offers
- Assisted with the development of new hires which included but not limited to; providing feedback, taking escalated calls and managing talk time/sales
Education
No Degree - Computer Technology - Information Systems
Trident Technical College
Charleston, SCProfessional Certificate - Google Data Analytics
Coursera
11.2022
High School Diploma - undefined
Charlestowne Academy
2004
Skills
- Teambuilding
- Analytical and Critical Thinking
- Decision-Making
- Flexible and Adaptable
- Active Listening
- Data Entry
- MS Office
- Problem-Solving
- Attention to Detail
- Multitasking Abilities
- Excellent Communication
- Interpersonal Communication
Certification
- Foundations: Data, Data, Everywhere Training - August 2022
Timeline
Analyst
T-Mobile
02.2022 - Current
Coach
T-Mobile
04.2021 - 02.2022
Project Coach
T-Mobile
01.2021 - 01.2021
Senior Messaging Expert
T-Mobile USA
08.2018 - 04.2021
Community Planning Analyst Intern
T-Mobile USA
08.2018 - 01.2019
Coach
T-Mobile USA
01.2018 - 01.2018
Senior Tech
T-Mobile USA
01.2017 - 01.2018
Senior Representative
T-Mobile USA
01.2014 - 01.2017
Customer Service Representative
T-Mobile USA
01.2010 - 01.2014
No Degree - Computer Technology - Information Systems
Trident Technical College
Professional Certificate - Google Data Analytics
Coursera
High School Diploma - undefined
Charlestowne Academy
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