Gabriela Rocha

T-Life Application (21M+ users)

• Led a team of 10 engineers to resolve 9k+ customer tickets per month using ServiceNow, ensuring timely responses and high customer satisfaction by adhering to SLAs and prioritizing critical issues.
• Partnered with cross-functional teams (app developers, product managers) using JIRA to identify, prioritize, and resolve issues, ensuring quick fixes and improved customer experience.
• Acted as the primary point of contact for incident management, minimizing customer impact during outages and technical issues across IoT devices, home internet, and telecommunications services. Troubleshot the T-Life app to ensure customers could access critical account features such as bill payments, usage monitoring, and account management.
• Developed and maintained company-wide documentation, empowering frontline teams to resolve issues efficiently, and enhance user satisfaction.
• Proactively analyzed ticket trends to identify recurring customer pain points and implemented process improvements, reducing incident resolution time and improving overall service quality.
• Utilized Instabug for real-time issue reporting, ensuring fast response to user feedback and continuous improvement of the customer experience.

• Assisted with leading efforts to transition legacy T-Mobile systems to new platforms by gathering frontline feedback, analyzing trends, and identifying key areas for improvement to enhance overall customer satisfaction and system performance.
• Reviewed and assisted in editing requirements for system updates and transitions, ensuring frontline needs were accurately represented and addressed in new system functionalities.
• Collaborated with cross-functional teams to conduct comprehensive analysis of tools and resources needed across various channels, ensuring alignment with business objectives and customer experience goals.
• Gathered and analyzed frontline feedback to provide actionable insights that informed system enhancements, helping drive improvements in application performance, user adoption, and operational efficiency.

• Provided exceptional customer service by building trust with customers and ensuring satisfaction through personalized sales recommendations, technical support, and device troubleshooting.
• Developed strong rapport with customers, ensuring their needs were met and exceeded, while fostering long-term relationships that promoted customer loyalty and retention.
• Consistently met and exceeded performance objectives by driving sales, providing tailored wireless solutions, and going above and beyond to resolve customer concerns.
• Acted as a trusted advisor by recommending wireless products and solutions based on customer needs, leading to optimized sales and positive customer outcomes.

• Utilized federal systems and tools to support criminal investigations, assisting in the analysis and documentation of case materials.
• Summarized and reviewed police reports, collaborating with agents to identify key evidence and information relevant to ongoing investigations.
• Contributed to the evaluation of ballistics evidence by uploading and analyzing images using the National Integrated Ballistic Information Network (NIBIN), ensuring accurate documentation and analysis for criminal case assessments.
• Assisted in compiling case paperwork, ensuring the integrity and completeness of investigative records and evidence.