Kevin Grant

• All Lines Adjustors Pre-Licensing Education Certification of Completion 07/10/22
• State Farm Fire Certification (Policy and Estimatics) 08/06/22
• Texas License Certification Prepared for Texas 20448851 09/02/22
• State Farm Auto Certification 09/07/22

Measures implemented by an organization to protect physical concerns

Financial concerns

Deep Dive assistance with the Billing System

Theft prevention

Store Escalation and investigative concern

oversee the protection of the physical and intellectual assets of the Company

• Managed Executive Escalations for the Metro by T-Mobile Corporate Team
• Responsible for customer escalation resolution, trend reporting, root cause analysis, process improvement, training, and systems support
• Spoke with customers directly to assure customer satisfaction
• Worked with Local and National Better Business Bureaus to resolve complaints
• Assisted with the processing of FCC complaints – including initial intake, tracking, documentation, response, and resolution
• Coordinated and reviewed all escalated and high priority customer correspondence
• Processed all inbound Call Detail Record Requests for escalated customers
• BBB Rebuttal Reporting (excel data)
• Conducted Weekly Presentation relaying updates to a broad audience (PowerPoint Presentation).

• Managed Executive Escalations for the Metro by T-Mobile Corporate Team
• Responsible for customer escalation resolution, report findings, determine root causes and made recommendations to improve process, training, and systems
• Spoke with customers directly to assure customer satisfaction
• Worked with Local and National Better Business Bureaus to resolve complaints
• Assisted with the processing of FCC complaints – including initial intake, tracking, documentation, response, and resolution
• Coordinated and reviewed all escalated and high priority customer correspondence
• Processed all inbound Call Detail Record Requests for escalated customers
• Social Media Monitoring of all Social Media Platforms for MetroPCS
• Responded to customer inquiries regarding service and quality
• Facilitated feedback to all areas of the company based upon customer trends
• Fraud / Corp Security Measures implemented by an organization to protect physical concerns Financial concerns Deep Dive assistance with the Billing System Theft prevention Store Escalation and investigative concern

• Responsible for leading and mentoring a team of agents managing the Wireless Number Portability process for MetroPCS
• Served as a resource and support for the WNP function within the Call Center
• Assisted with the training and mentoring of new agents on the process
• Managed the workload of in/outbound ports; fallout ports; and escalated ports
• Provided daily and weekly trend reporting on porting activities
• Coaching & Teambuilding Skills for Call Centers
• Conflict Resolution for Call Centers
• Customer Retention – How To Make A Customer For Life.