Jason Smith
Vance,SC
Summary
Accomplished at T-Mobile, I leveraged collaborative problem-solving and proficient software skills to enhance customer satisfaction and streamline workflows. By implementing targeted solutions, I boosted team efficiency and fostered a positive work environment, leading to improved KPIs and a culture of continuous winning and improvement.
Overview
11
11
years of professional experience
Work History
Customer Care Coach
T-Mobile
07.2016 - Current
- Focused on continuous improvement initiatives that led to a more efficient workflow within the department.
- Increased team efficiency by implementing new strategies for handling customer inquiries and complaints.
- Conducted regular evaluations of team performance, identifying areas of strength and opportunities for development.
- Facilitated open discussions with staff to address concerns and provide constructive feedback on their performance.
- Boosted employee morale through regular recognition of achievements, fostering a positive work environment.
- Analyzed call center data to identify trends and areas requiring improvement, implementing targeted solutions that led to enhanced KPIs.
- Enhanced customer satisfaction by resolving complex issues through active listening and problem-solving skills.
- Promoted a culture of teamwork by encouraging collaboration between colleagues during challenging situations.
- Managed escalated calls effectively, ensuring timely resolution while maintaining customer satisfaction levels.
Business Analyst Intern
T-Mobile
05.2023 - 01.2024
- Attended department meetings to report on findings and to brainstorm and share new ideas with other team members.
- Contributed to risk assessment activities by identifying potential issues and suggesting mitigation strategies.
- Used both qualitative and quantitative analysis techniques frequently.
- Facilitated communication between technical teams and end-users during system implementation projects.
- Assisted in data analysis and interpretation to support business decision-making processes.
- Collaborated with cross-functional teams to gather, analyze, and document business requirements.
Global Care Trainer
T-Mobile
03.2022 - 09.2022
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Promoted a culture of continuous learning by advocating for professional development opportunities.
- Facilitated team-building exercises to foster collaboration between department members.
Senior Customer Care Specialist
T-Mobile
08.2013 - 07.2016
- Streamlined communication channels for improved customer interaction and faster resolutions.
- Enhanced customer satisfaction by promptly addressing concerns and providing efficient solutions.
- Managed escalated customer issues with empathy and understanding while maintaining adherence to company policies.
- Facilitated conflict resolution between customers and company representatives, preserving relationships and promoting brand loyalty.
- Established a strong rapport with clients through proactive relationship management and personalized attention.
- Improved customer retention rates by consistently delivering exceptional service experiences.
Education
MBA - Business Administration
University of Arizona Global
San Diego, CA05.2024
Associate of Arts - Project Management
Ashford University
San Diego, CA04.2021
Skills
- Workload prioritization
- Collaborative Problem-Solving
- Complaint Handling
- Task Delegation
- Training facilitation
- Customer satisfaction measurement
- Call Monitoring
- Coaching Techniques
- Feedback Delivery
- Training and mentoring
- Team Management
- Proficient in [Software]
- Multitasking
Timeline
Business Analyst Intern
T-Mobile
05.2023 - 01.2024
Global Care Trainer
T-Mobile
03.2022 - 09.2022
Customer Care Coach
T-Mobile
07.2016 - Current
Senior Customer Care Specialist
T-Mobile
08.2013 - 07.2016
MBA - Business Administration
University of Arizona Global
Associate of Arts - Project Management
Ashford University