Julie Mcilroy
Salem,OR
Overview
8
8
years of professional experience
Work History
Social Media Specialist
T-Mobile
04.2022 - 06.2023
- Analyze, research and explain troubleshooting to reach solution for customer's who are encountering software and/or hardware challenges to elevate the customer experience.
- Interacting with our customers on social media, engaging them in positive conversation to deepen their relationships with the brand.
- Handling highly escalated situations while delivering world class customer service that will turn their experience entirely around.
- Ensuring inquiries are met with urgency and empathy when responding to customer needs.
- identifying root causes for ongoing problems while partnering and communicating with leadership to find a long-term out of the box resolution.
Customer Resolution Expert
T-Mobile
08.2017 - 04.2022
- Sensitive account handling, such as assisting grieving customers family members settling accounts of their deceased loved ones.
- Researching and submitting documentation to resolve errors on orders, accounts, and online access.
- Provide insights on behaviors for my teams performance to help drive performance and excellence.
- Supporting a team of 30 by trending live calls, providing real time feedback, and coaching to increase productivity and experience.
- Partnering with leadership to document and trend team wide strengths and opportunities.
Customer Service Specialist
T-Mobile
07.2015 - 08.2015
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
High School Diploma -
North Canyon High School
Phoenix, AZ05.1995
Skills
Excellent written and communication skills
Able to work independently and within team setting,
Empathy for customers and ability to de-escalate situations calmly
Multi-tasking skills with many different systems and processes
Great problem solver and excellent computer skills
Timeline
Social Media Specialist
T-Mobile
04.2022 - 06.2023
Customer Resolution Expert
T-Mobile
08.2017 - 04.2022
Customer Service Specialist
T-Mobile
07.2015 - 08.2015
High School Diploma -
North Canyon High School
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