Loi Tran
Wichita,KS
Summary
Dynamic customer service professional with extensive experience at T-Mobile, excelling in account management and problem-solving. Proven track record in enhancing customer satisfaction through effective issue resolution and data management. Skilled in reporting building and performance auditing, fostering strong relationships to drive positive outcomes. Committed to delivering exceptional service and continuous improvement. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Expert, Technical Care
T-Mobile
11.2023 - Current
- Resolve customer issues, or engage fix agents; monitor the issue to resolution.
- Basic troubleshooting and reviewing tech support queues for appropriate technical support based on segment.
- Supporting reactive questions and promoting customer online portal utilization.
- Facilitate entry, approval, and communication of credits and adjustments to customers and sales.
- Own all research, resolution, and communication related to billing issue resolution.
Elite Expert, Customer Care
T-Mobile
07.2022 - 11.2023
- Provide astounding customer service through effective and timely resolution of various customer inquiries and concerns.
- Builds customer loyalty and value through effective account management, identifying and providing offers for appropriate features, products, and services, and collecting past-due balances.
- Uses resource documents for reference, and the automated training tools provided to deliver exceptional customer service.
- Meeting department productivity and quality standards.
- Appropriately disburses adjustments and account credits in accordance with T-Mobile policy.
- Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency in company values and organizational requirements.
Customer Resolution Expert
T-Mobile
03.2018 - 07.2022
- The point of contact for sensitive call cases creates a streamlined process for the ease of community resolution.
- Partner with a team or community to provide support when needed.
- Partner with the Resolution Coach and Sr. Customer Resolution Expert to provide collective insights regarding their community's trends, share best practices, educate their community and leaders, and help drive change to outliers across the markets.
- Build and leverage strong community and cross-functional relationships to foster enhanced customer satisfaction and resolution.
- Responsible for working with Business Support to track issues resulting from policy gaps and complex handoffs.
- Responsible for following up, and following through with short-term resolutions, and long-term process enhancements.
- Support other duties as assigned to support their community, the resolution team, and the site leadership.
- Responsible for other duties/projects assigned by business management as needed.
Customer Service Representative
T-Mobile
05.2015 - 04.2016
Education
Bachelor of Arts - Accounting
University of Arizona Global Campus
Chandler, Arizona05-2025
Skills
- Reporting building
- Customer service
- Data entry
- Account management
- Research
- PBI experience
- Performance auditing and managing
- Problem-solving
- MS office
- Data management
- Attention to detail
- Social perceptiveness
Certification
- Completed 40 minutes of "TechMasters: Data Analysis Using Excel" (Cornerstone)
- Completed 90 minutes of "CCLD - Introduction to Emotional Intelligence" (Thrive)
- 2025 Q1 Winners Circle
Timeline
Expert, Technical Care
T-Mobile
11.2023 - Current
Elite Expert, Customer Care
T-Mobile
07.2022 - 11.2023
Customer Resolution Expert
T-Mobile
03.2018 - 07.2022
Customer Service Representative
T-Mobile
05.2015 - 04.2016
Bachelor of Arts - Accounting
University of Arizona Global Campus