Michele Hoffman
Colorado Springs,CO
Summary
Dynamic Elite Customer Service Specialist at T-Mobile with proven expertise in technical support and team coaching. Skilled in conflict resolution and performance metrics, I consistently enhance customer satisfaction and drive process improvements. Adept at managing complex projects, I thrive in high-pressure environments while delivering exceptional results.
Overview
17
17
years of professional experience
Work History
Elite Customer Service Specialist Onsite & Remote
T-Mobile
Colorado Springs, USA
10.2012 - 10.2024
- Interim coach working with the team on call control, best practices, coaching the team to improve their metrics
- Elite Expert Team of Experts-Elite Account Expert assisted customers with account care, orders, collections and support for the team
- Sr
- Specialized Technical Care & Technical Care - Team coaching and trainings, customer call backs and escalations
- Technical Care Specialist- Working with customers on technical issues, how to's, network Trouble tickets and replacements of devices
Office Manager/Project Coordinator
West Electric & Systems Group
Colorado Springs, USA
01.2008 - 01.2012
- Office Manager for office of 5 managers
- Scheduled travel plans and lodgings for long distance job locations
- Data input of time sheets, expense reports, accounts payable, and receivable
- Monthly revenue/expense reports
- Project Coordinator-Contract writing for private and government jobs to vendors and sub-contractors
- Organized all job contracts, bids, receipts, and job specs
- Created and sent final job closing materials, paperwork
Education
Some College (No Degree) - Accounting
National American University
Colorado Springs, COSkills
- Customer service
- Self motivation
- Technical support
- Data entry
- Call management
- Network troubleshooting
- Project management
- Team coaching
- Account management
- Time management
- Conflict resolution
- Effective communication
- Client onboarding
- Training development
- Process improvement
- Performance metrics
- Calm and professional under pressure
- Call center procedures
- Coordination
- Staff training
- Complaint resolution
- Time management abilities
- Quality assurance
- Customer relations
- Research
- Credit card payment processing
- Order and refund processing
- Customer relationship management
- Sales and upselling
- Prioritization
- Problem-solving
- Price quotes
Timeline
Elite Customer Service Specialist Onsite & Remote
T-Mobile
10.2012 - 10.2024
Office Manager/Project Coordinator
West Electric & Systems Group
01.2008 - 01.2012
Some College (No Degree) - Accounting
National American University
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