KHADEEN MADDING

Present Lead frontline Business Care operations by coaching Experts, managing escalated customer concerns, and driving operational excellence through accountability, performance management, and servant leadership.

• Coach and develop Business Care Experts through individualized development plans that improve quality, productivity, and customer experience.
  
• Partner with Coaches and leadership to execute targeted performance strategies that improve team effectiveness and business outcomes.
  
• Improved activation performance by 233%, increasing results from
  0.6 to 2.0 within one month.
  
• Selected to serve as Interim Business Care Manager(June 2026), supporting daily operations, leadership coverage, and team development.
  
• Foster a psychologically safe, inclusive culture focused on accountability, collaboration, and continuous improvement.
• Recognition
  Winner's Circle Recipient – Q2 2025
  Winner's Circle Recipient – Q1 2026
  Customer Experience Champion Nominee (4x)

Delivered exceptional customer experiences while consistently exceeding performance expectations through consultative problem-solving and relationship management.

• Increased retention and upsell conversions by 15–20% through strategic, needs-based recommendations.
• Mentored peers by coaching customer interactions, de-escalation techniques, and best practices.
• Consistently exceeded customer satisfaction and operational performance goals.

Recognition

Top Performer – February 2025

Peak Achievement Nominee (5x)

GROW Leadership Program Nominee

Managed portfolio of business customers, strengthening relationships, resolving complex issues, and identifying opportunities for increased customer loyalty and business growth.

• Managed complex business accounts while consistently delivering exceptional customer experiences.
• Demonstrated ownership in resolving escalated customer concerns through timely, customer-focused solutions.
• Served as interim community expert (7 assignments), providing leadership support and coaching to enhance operational effectiveness.
• Implemented targeted coaching strategies that increased Net Promoter Score (NPS) to 73, exceeding the company goal of 70 and improving overall customer experience by 4.3%.
• Identified and pursued revenue opportunities through consultative selling and proactive customer engagement.

Recognition

T-Mobile for Business Unleashed MVP – Q2 2023

All-Star Recipient – Q1–Q3 2023

Top 10% Performer