Heather Larson
Prineville,Oregon
Summary
Results-oriented professional committed to improving business performance through strategic application of skills and knowledge. Demonstrates effectiveness in both team environments and independent roles, consistently meeting company objectives. Passionate about delivering value and optimizing processes for enhanced service delivery.
Overview
9
9
years of professional experience
Work History
Mobile Expert
T-Mobile
Prineville, OR
06.2022 - Current
- 2024 & 2025 Qaurter 2 Winner Circle Recipient by consistently achieving top 15% of Mobile Experts.
- Direct daily store operations, managing inventory updates and mandatory returns effectively.
- Ensured availability for RAM duties when RSM was unavailable to maintain operational flow.
- Led employee training initiatives while pursuing external leadership development opportunities.
- Attended community events to enhance T-Mobile’s visibility and outreach efforts.
- Helped select and mentor two mobile associates, fostering their growth into Mobile Experts.
- Implemented spot coaching and role-playing sessions to improve team dynamics.
- Handled change fund orders and conducted inventory counts for operational efficiency.
Team Of Experts
T-Mobile
Salem, OR
06.2018 - 06.2022
- Enhanced adaptability skills through intensive four-week training for new business model Team of Experts
- Acquired capabilities in financial care, retail support, and sales to broaden daily responsibilities.
- Maintained top 20% status during nine-month call center beta testing with peer mentorship.
- Exhibited leadership by managing teams of up to 40 representatives in interim roles.
- Employed call analytics and live listening techniques to improve coaching effectiveness.
- Seized all available leadership development opportunities during expert team training sessions.
- Completed emotional intelligence training led by senior executives alongside Career Advantage cohort participation.
- Facilitated training for new hires on effective retention account management strategies.
Retention Account Manager
T-Mobile
Salem, OR
09.2016 - 06.2017
- Secured promotion to retention position ahead of schedule due to exemplary customer service abilities.
- Ranked consistently in top 20% of retention agents within the company.
- Addressed escalated customer calls, applying empathy-driven de-escalation methods to enhance satisfaction.
- Completed two-week coaching assignment, focusing on skill development and team collaboration.
Education
Stayton High School
Stayton, OR06.2012
Skills
- Organizational effectiveness
- Innovation strategy
- Performance metrics analysis
- Sales cross-selling
- Telecommunications expertise
- Team synergy
- Service orientation
- Problem-solving skills
- Relationship development
Timeline
Mobile Expert
T-Mobile
06.2022 - Current
Team Of Experts
T-Mobile
06.2018 - 06.2022
Retention Account Manager
T-Mobile
09.2016 - 06.2017
Stayton High School