Jarvis Oliver
Goodlettsville,TN
Summary
Results-driven leader with 10+ years of experience in technical support, customer retention, and team performance improvement. Proven ability to resolve complex issues, reduce churn, and drive high-impact customer experiences. Strong background in coaching, escalation management, and cross-functional collaboration.
Overview
17
17
years of professional experience
Work History
Loyalty Expert
T-Mobile
Nashville, USA
06.2025 - Current
- Lead complex customer interactions focused on retention, loyalty, and churn prevention
- Resolve advanced service, billing, and technical issues using strong decision-making and business acumen
- Strengthen customer relationships through empathy, problem-solving, and solution-based support
- Partner cross-functionally to improve processes and enhance customer outcomes
Technical Support Expert
T-Mobile
Nashville, USA
11.2024 - 06.2025
- Diagnosed and resolved complex technical issues across mobile devices, services, and networks
- Supported account configurations, troubleshooting, and service optimization
- Reduced repeat issues and improved satisfaction through effective resolutions
Frontline Development Ambassador
T-Mobile
Nashville, USA
08.2024 - 10.2024
- Provided real-time coaching, handled escalations, and conducted quality reviews
- Improved team performance through targeted feedback and development
Account Associate
T-Mobile
Nashville, USA
01.2024 - 08.2024
- Exceeded performance metrics while resolving customer issues and driving retention
- Built strong customer relationships and identified revenue opportunities
Senior Technical Support Representative / Quality Mentor
Verizon
Murfreesboro, USA
01.2009 - 01.2023
- Maintained 90th percentile performance and 85%+ solution success rate
- Resolved complex escalations and improved team performance through coaching
- Increased team survey scores by 30% and contributed to escalation process improvements
Education
Bachelor of Science - Criminal Justice
Middle Tennessee State University
Skills
- Leadership & Coaching
- Escalation Management
- Customer Retention
- Technical Troubleshooting
- Performance Improvement
- Data Analysis
- Call Center Operations
- Cross-Functional Collaboration
Websites
Accomplishments
- Rapid promotion at T-Mobile (within 4 months)
- 90th Percentile Performance in Resolution Metrics
- 30% Improvement in Team Survey Scores
- Proven success in customer retention and escalation reduction
Timeline
Loyalty Expert
T-Mobile
06.2025 - Current
Technical Support Expert
T-Mobile
11.2024 - 06.2025
Frontline Development Ambassador
T-Mobile
08.2024 - 10.2024
Account Associate
T-Mobile
01.2024 - 08.2024
Senior Technical Support Representative / Quality Mentor
Verizon
01.2009 - 01.2023
Bachelor of Science - Criminal Justice
Middle Tennessee State University