Jacquese Robinson
Vestavia Hills,Al
Summary
Creative and solution-oriented mindset. Bringing a positive and friendly approach to every interaction while driving results. Exceptional communication skills and ability to build rapport. I have over 10 years of training and management experience. Adept in employee onboarding, with specific experience in workforce development, and organizational socialization, while also performing administrative tasks. I have created web-based training environments to ensure success for employees upon completion.
Overview
6
6
years of professional experience
Work History
Personal Banker (full time)
Regions Bank
10.2023 - Current
- Provides a consistent optimal customer service experience while handling customers’ transactional needs
- Answers inquiries regarding products and service requests, such as replacement cards, PIN resets, and basic problem resolution
- Financial problem solving related to customer accounts
- Providing customer service-related online interactions, while still tracking time management to provide optimal assistance to as many customers as possible
- Handling time-sensitive matters that require upper management involvement
- Processing approved transactions into the financial management system Providing detailed attention to customers to provide the required remedy based on their specific inquiry
- Routing calls that require further review to the appropriate department based on the customer’s specific needs
Sr Trainer (full time)
T-Mobile- Birmingham, Al
05.2023 - 08.2023
- Deliver/facilitate onboarding training to new employees using the provided curriculum to newly hired customer service representatives
- Create employee training exercises to provide the required curriculum to new employees Coach employees and gain their commitment to the execution of T-Mobile’s Uncarrier policies and procedures
- Provide timely, accurate, and effective feedback to CSR regarding job performance and attendance
- Provide administrative support to upper management to collect and analyze data related to employee training records and assessments
Tech Associate Coach (full time)
T-Mobile- Birmingham, Al
10.2022 - 05.2023
- Implement the strategy given by the manager for employee success to customer service specialist handling customer service based calls Assists in real-time support and chat management
- Performs side by side call observations Handles call escalations & kudos, QR call back, and quality scores Completes training requirements to stay current on existing and new systems and products, grow skills, and maintain proficiency in company values and organizational requirements
- Provide feedback to management on calls that need to be escalated Create reports to support any feedback that needs to be provided to management
Associate Trainer (full time)
T-Mobile- Birmingham, Al
11.2020 - 10.2022
- Effectively coached and developed newly hired associate experts by assisting in teaching call-handling guidelines as well as company policies and procedures
- Give real-time feedback on successes and opportunities while new associate experts take live calls
- Scheduling meetings for upper management to address new employee progress and expectations Grading THRIVE content assessments Providing relevant feedback to management and associate coaches Monitoring system progress for newly hired customer service specialists Development of alternative training and development materials
Interim Business Support Analyst (full time)
T-Mobile- Birmingham, Al
04.2022 - 07.2022
- Liaison for our CEC's Gulf Cost Connect (Engineering, Retail, and Care) – partner to build relationships, drive how we focus on our customers, and align DE&I across the businesses
- Create bi-weekly action reports to outline action plan for connections between our office and other agencies Conduct follow up correspondence for results with the Gulf Coast Connection Creating and facilitating meetings for various scenarios
- Collect and analyze data related to performance Offer suggestions related to the needs of the business on ways to help improve any performance opportunities.
Trainer Interim
T-Mobile- Birmingham, Al
07.2021 - 12.2021
- Deliver/facilitate new hire training using the provided curriculum to newly hired customer service representatives
- Coach employees and gain their commitment for execution of T-Mobile’s Uncarrier strategy
- Provide one on one assistance and feedback to new hires
- Provide timely, accurate and effective feedback to CSR regarding job performance and attendance.
Sr. Account Expert
T-Mobile – Birmingham, AL
06.2018 - 11.2020
- Determine and resolve root causes of customer concerns and inquiries Demonstrate the ability to work well with others, internally & externally Maintain a high-volume workload within a fast-paced work environment balancing up to 40 inbound calls per day Relay escalations to the proper department based on the customer’s specific needs Performed account management for customers, with specific attention to detail in the customer retention department
Product Champion – Product and Technology
T-Mobile - Bellevue, WA
08.2019 - 03.2020
- Chosen for a special project related to fill in the blank (highlight that you were chosen for this special project over other employees) Work directly with key stakeholders within Product and Technology to provide insight, expertise, and ideas on how we can improve the overall customer experience
- Created content used for enterprise-wide Table Day for Care with tools such as Adobe Illustrator and Photoshop Created purpose-built platform for Product Champions to disseminate information to relevant product owners
- Facilitated SPOT training across the Product and Technology organization to help bridge the knowledge gap as it relates to our products and services and how the Frontline utilizes their tools and systems directly with customers.
Education
Expected 2025 - Graphic Design
Rasmussen University
2022 - Master of Science – Instructional Design for Technology
Ashford University
2018 - Master of Science – Management Information Systems
University of Alabama Birmingham
2010 - Bachelor of Science in Secondary Education – Biology
Alabama State University
Skills
- Microsoft Word
- Adobe
- Microsoft Office
- Microsoft Excel
- Outlook Email Systems
- Illustrator
- Photoshop
- Sales expertise
- Interpersonal Skills
- Relationship building and management
- Rapport Building
- Customer Satisfaction
Professional Projects And Accolades
- Trainer Interim 2020
- Coach interim 2019
- Team of Pros 2019
- NXTLVL 2019
- T-Voice 2019
- Winner’s Circle 2018 & 2020
- InCrowd winner 2017 & 2018
Timeline
Personal Banker (full time)
Regions Bank
10.2023 - Current
Sr Trainer (full time)
T-Mobile- Birmingham, Al
05.2023 - 08.2023
Tech Associate Coach (full time)
T-Mobile- Birmingham, Al
10.2022 - 05.2023
Interim Business Support Analyst (full time)
T-Mobile- Birmingham, Al
04.2022 - 07.2022
Trainer Interim
T-Mobile- Birmingham, Al
07.2021 - 12.2021
Associate Trainer (full time)
T-Mobile- Birmingham, Al
11.2020 - 10.2022
Product Champion – Product and Technology
T-Mobile - Bellevue, WA
08.2019 - 03.2020
Sr. Account Expert
T-Mobile – Birmingham, AL
06.2018 - 11.2020
Expected 2025 - Graphic Design
Rasmussen University
2022 - Master of Science – Instructional Design for Technology
Ashford University
2018 - Master of Science – Management Information Systems
University of Alabama Birmingham
2010 - Bachelor of Science in Secondary Education – Biology
Alabama State University