Jeremy Powell
Ferndale,WA
Summary
A seasoned professional with a proven track record at T-Mobile, I excel in account management and strategic thinking. My expertise in KPI tracking and client relations has driven performance improvements and enhanced customer loyalty. Skilled in both verbal and written communication, I consistently deliver innovative solutions and drive cross-functional collaboration for superior service delivery.
Overview
11
11
years of professional experience
Work History
Elite Account Expert
T-Mobile
06.2023 - 06.2024
- Enhanced client relationships by providing expert account management and personalized support.
- Monitored and evaluated monthly KPI metrics to drive performance improvements.
- Improved customer loyalty by promptly resolving issues and building value of T-Mobile products and services
- Addressed and managed escalated customer issues, providing effective solutions.
Social Media Senior Specialist
T-Mobile
07.2020 - 06.2023
- Assisted frontline specialists by delivering knowledge, constructive feedback, and resolving escalated customer concerns.
- Analyzed trending behavioral performance in KPIs on a daily, weekly, and monthly basis.
- Presented trending data insights to higher-level management and leaders.
- Facilitated cross-functional collaboration between support departments to drive innovation and improve service delivery.
Business Support Analyst
T-Mobile
04.2018 - 06.2019
- Evaluated trending metrics and compiled insightful reports on departmental KPIs.
- Collaborated with nationwide support teams and content owners to enhance operational efficiency and service support.
- Directed projects to elevate site-level support and understanding for various lines of business.
- Engaged with site and regional leaders on a weekly basis to analyze and discuss outcomes.
- Supported frontline leadership by addressing escalated requests and offering policy-based solutions.
Senior Representative
T-Mobile
01.2015 - 05.2018
- Assisted frontline specialists by delivering knowledge, constructive feedback, and resolving escalated customer concerns.
- Analyzed trending behavioral performance in KPIs on a daily, weekly, and monthly basis.
- Presented trending data insights to higher-level management and leaders.
- Facilitated cross-functional collaboration between support departments to drive innovation and improve service delivery.
Customer Service Agent
T-Mobile
03.2013 - 12.2014
- Enhanced client relationships by providing expert account management and personalized support.
- Monitored and evaluated monthly KPI metrics to drive performance improvements.
- Improved customer loyalty by promptly resolving issues and building value of T-Mobile products and services
- Addressed and managed escalated customer issues, providing effective solutions.
Education
High School Diploma -
Ferndale High School
Ferndale, WASkills
- Account management
- Client relations
- Verbal and written communication
- Strategic thinking
- KPI tracking
- Microsoft office
- Time management
- Problem-solving
- Attention to detail
- Multitasking and organization
Timeline
Elite Account Expert
T-Mobile
06.2023 - 06.2024
Social Media Senior Specialist
T-Mobile
07.2020 - 06.2023
Business Support Analyst
T-Mobile
04.2018 - 06.2019
Senior Representative
T-Mobile
01.2015 - 05.2018
Customer Service Agent
T-Mobile
03.2013 - 12.2014
High School Diploma -
Ferndale High School