Melva Toledo

T-Mobile (Cellular Services) Albuquerque, NM

Associate Coach

In my current role as a Customer Support Specialist, I provide valuable support to a community by answering customer questions alongside my team, ensuring that all information shared is accurate and helpful. I am committed to delivering excellent customer service, both to customers and in collaboration with my team. I have a deep understanding of our products, services, and promotions, which allows me to assist customers effectively and resolve their concerns. I work closely with my team to achieve our goals and consistently exceed business expectations. Additionally, I handle escalated situations with strong problem-solving skills, ensuring timely resolutions. By fostering a positive and motivating work environment, I help lead and inspire both individual team members and the group as a whole, contributing to overall success and productivity.

Key Results:

• Collaborated with teams on both a team level and individual basis, increasing all performance metrics and transforming bottom performers into top achievers.
• Built strong relationships with colleagues across departments to enhance skill sets and improve overall team performance.
• Partnered with Social Media leader to implement AI resources, streamlining customer interactions and improving response time to trending topics.
• Focused on building confidence within the team, fostering an environment that nurtures strong performers and continuous growth.
• Deepened tracking and analysis processes, allowing teams to better understand performance gaps and develop strategies for improvement.
• Assisted in recommending the Most Impactful Action (MIA) based on live listening, tracking, trending data, and real-time feedback to drive strategic improvements.
• Trained in multiple lines of business like Tech, customer service specialist, RSL specialist.

Stretch Assignments

• Continued driving team performance and leadership skills.
• · Introduced new coaching methods for real-time feedback and deeper one-on-one coaching focused on development and growth.
• · Maintained and improved team performance through effective call inspections.
• · Deepened relationships outside the community to gain knowledge using sources like AI technology.
• · Contributed to exceeding goals by leveraging prior stretch assignment experience.
• · Ensured the team continued achieving personal and business goals.

·. Strengthened skills in leadership, performance tracking, and mentorship.

· Reinforced readiness for future leadership roles.

• Motivated a team of ten, guiding them to achieve personal and team goals.
• Provided tailored, real-time feedback to help team members identify strengths, address challenges, and create effective MIAs (Most Important Actions).
• · Understood the importance of effective inspections to create consistent behaviors and identify areas of opportunity.
• · Supported the team by setting and achieving goals that align with business objectives.
• · Monitored team performance data to identify trends, address areas of opportunity, and create targeted plans to improve overall outcomes.
• · Gained valuable leadership experience, coaching techniques, and developed strategic problem-solving skills through this stretch assignment opportunity.