Kimberlee A. Mays

•Directed and developed a high-performing team of 12 Mobile Virtual Retail Associates, driving
sales performance and operational targets.
• Led scheduling strategy and payroll management for a community of 48 experts.
• Trained and coached experts on consultative, quality-focused selling practices to ensure sales
were conducted the right way.
• Educated team on AI-driven tools including T-Life, Expert Head Start, and Next Best Action.
• Leveraged KPIs and performance metrics to strengthen revenue and customer satisfaction.
• Collaborated with peer leaders to execute company initiatives and achieve organizational
goals.
• Utilized Microsoft Teams, Forms, Copilot, and ChatGPT to streamline communication and
reporting.

• Motivate and inspire my team members to achieve and exceed in performance results
• Lead my team of 12 experts to amaze and astound customers, providing proactive account management and effective resolutions to various customers concerns
• Demonstrate strong interpersonal, time management, and multi-tasking skills
• Quickly adapts to change and model a positive service based on what we can do
• Develop my team of experts to reach their career and organizational goals
• Responsible for building effective working relationships, making sound decisions, successfully making changes and initiating action and achieving results
• Collaborate with peers to serve a better customer experience with a common goal to achieve the customers value and objectives
• Taught expert how to properly use and navigate T-Mobile Customer Care applications, like Samson, Atlas, Dash and Grand Central
• Create and optimize expert schedules for our community of 48.

• Partnering with leaders to ensure the site is meeting performance goals and objectives
• Teaching metrics to a community of experts to ensure that each expert has the knowledge to properly balance the business and meet the customer’s needs
• Providing ongoing feedback during interactions to ensure experts provide a customer focused experience
• Coaching and developing experts to meet their career and professional desires.

• Assists coach in real time support, coaching and feedback to representatives
• Performs side by side observations
• Offers constructive feedback for missed greetings, branded closings, etc
• Offers genuine and sincere positive feedback
• Assists coach with reports and duties when necessary, including login/logout, follow ups, and adjustments
• Tracks and reports level of opportunity and success for representatives to coach
• Proficiently handles calls within various skills as determined by business needs within each site
• Effectively handles escalated calls
• Consistently meets/exceeds area and business objectives and goals
• Fills in for an absent Coach but only under supervision and oversight of the Team Manager or another coach
• Ability to have a flexible schedule.

• Implemented community strategy given by leadership
• Assisted real time support and chat management
• Performed side by side listening
• Handled escalations, kudos calls, QR call backs, and quality scores
• Mentored and helped develop associates’, account and elite experts by assisting in call listening and customer support
• Shadowed community coaches during coaching sessions, feedback sessions, documentation, quality scores and trending
• Completed training requirements to stay on current existing, new systems, products, to grow skills and maintain proficiency on company values and organizational requirements
• Used all tools, knowledge, and support to resolve customers issues
• Provided outstanding customer service experience while personalizing every interaction
• Provided solutions to take care of customer’s account
• Sold thoughtful products and services tailored to each account while making sensible recommendations for customers achieve the most un-carrier experience
• 1st Quarter Top Performer for 2021
• Leading in current community in metrics.