Karla Diaz
Mission,TX
Summary
Dynamic Technical Care Coach at T-Mobile, recognized for enhancing team performance through effective training and motivational leadership. Expert in complex problem-solving and relationship building, I successfully reduced customer complaints and boosted retention rates by implementing strategic initiatives. Committed to fostering a collaborative environment that drives operational excellence and team success.
Overview
15
15
years of professional experience
Work History
Technical Care Coach
T-Mobile
Mission, TX
06.2011 - Current
- Led customer service team in delivering exceptional support and resolving complex issues.
- Developed and implemented training programs to enhance staff performance and customer engagement.
- Analyzed customer feedback to identify trends and improve service strategies effectively.
- Collaborated with cross-functional teams to streamline processes and enhance operational efficiency.
- Established key performance indicators to monitor team performance and drive accountability.
- Oversaw resolution of escalated customer complaints, ensuring satisfaction and retention goals were met.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and took escalated calls.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Improved team morale by establishing recognition program for exceptional customer service.
- Tailored training content to meet specific needs of customer service representatives.
- Designed incentive programs to motivate staff and improve service levels.
- Fostered culture of continuous improvement, leading to consistently high service standards.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Developed action plans for my direct team of 15 to help drive performance and motivate employees towards their goals.
Education
Business Management
South Texas College
McAllen, TXHigh School Diploma -
Veterans Memorial High School
Mission Tx05-2005
Skills
- Effective communication
- Group leadership
- Personable and friendly
- Building relationships
- Team development
- Team motivation
- Interpersonal relationships
- Motivational leadership style
- Team bonding
- Verbal and written communication
- Team Training
- Collaborative approach
- Performance evaluation
- Performance improvements
- Skilled in Microsoft office
- Operations management
- Complex Problem-solving
- Time management
- Decision-making
- Goal setting
- Documentation and reporting
- Relationship building
- Task delegation
- Cross-functional teamwork
- Performance management
- Conflict resolution
- Negotiation
- Clear communication
- Coaching and mentoring
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Technical Care Coach
T-Mobile
06.2011 - Current
Business Management
South Texas College
High School Diploma -
Veterans Memorial High School