Mathew Gonzales

Tasked with resolving consumer and business escalations while ensuring the brand is always protected. These escalations range from government and consumer agencies (FCC, BBB, AG) or through litigation or a precursor to litigation such as a AAA demand or Notice of Dispute and Intent to Arbitrate. Timely, detailed, and well written responses are expected as our professional standard. Additionally, I respond to and resolve concerns that are directed to our CEO and other SLTs directly. Resolution for each concern varies, strong verbal/written communication skills and cross functional partnerships within multiple LOBs, every resource available is exhausted in reaching these resolutions. Balancing the needs of the business while reaching a satisfactory customer resolution remains a priority at all times. I am expected to adhere to strict resolution/response deadlines and have a deep understanding of internal and external (competitor) products & services. I am required to be up to date on current company policies and procedures, regularly take new trainings, and continuously update skillsets to ensure continued success.

I was POC for facilitating resolutions around employee facing issues such as, systems, MTD stats, permissions, pain-points, and other department and customer facing concerns. These resolutions were achieved through cross functional relationships, which were built throughout the organization and developed through regular communications with all levels of the hierarchy, from SLT to Frontline. I ensured communication was efficient and spoke on companywide, department wide, and site-wide impacting updates. These communications were handled via email , instant messages, and calls, whether on the spot or scheduled. My roles as Business Support Sr. Analyst ensured the success in supporting our organization while differentiating from other lines of business through execution of excellence. I was known for making our employees feel comfortable approaching our team with concerns with the expectation that we would find solutions.

As a Pro Specialist, I conducted studies that provide observational insights to the business. The data my team and I prepared was acquired though specialized methods that involved utilization of internal and service partner call monitoring systems, data manipulation through Excel, and regular calibrations that ensured a high level of accuracy. The findings were obtained through call observation and account research, while tracking behaviors, policy impacting trends, and company changes that occurred in multiple channels throughout the business. I was responsible for handling highly sensitive customer information, dark projects, and other sensitive tools and resources. As a PRO Specialist OI, I was expected to deliver a product that was timely, and held at to a 100% accuracy standard.

• Provided astounding customer service through effective and timely resolution of various customer inquiries and concerns.
• Built customer loyalty through timely and effective resolution and proactive account management.
• Used resource documentation for reference and the automated and training tools provided to deliver exceptional customer service.
• Met department productivity and quality standards. Appropriately disburses adjustments and account credits in accordance with T-Mobile policy.
• Approached each call with a can-do mindset and treated each customer with respect, courtesy, and a genuine desire to help.
• Completed training requirements to learn new skills and processes, grow knowledge of systems, and develop proficiency on company values, organizational requirements, and competencies needed for the Expert role.

• Created happy customers by providing exceptional customer experience and owning customer issues with the tools, knowledge and support to resolve
• Ensured that customers stayed longer by bringing my life experiences, knowledge and passion for outstanding service and personalizing every interaction and providing solutions to build lifelong fans.
• Sold thoughtful products and services and made recommendations that made sense for our customers in helping them get the most out of their experience
• Stayed current on all systems and products to grow my skills and maintain proficiency on company values and organizational requirements