Nadine St Hilaire
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
16
16
years of professional experience
Work History
Team Leader
T-Mobile
12.2015 - Current
- Responsible for monitoring and making any necessary changes to the support processes and functions, including harassing/abusive customer cases, letter review, small claims and arbitration processes and coordination and assignment of incoming work for the department.
- Upholds the T-Mobile brand by providing support, coaching and feedback to support specialists. Offers effective positive and constructive feedback to drive results.
- Review and edit written correspondence for team members. Draft written correspondence for team members in their absence.
- Legacy Sprint Fairshake Support-review all Settlement Release Agreements and submit to Iron City Law. Execute all Settlement Offers
- Review and send all written correspondence to Iron City Law.
- Partnership on case overview, proposed resolution, and escalations. First level of escalation support and ownership.
- Monthly case quality reviews. Inspect two cases for each Sr. Specialist to ensure that case processes are being followed.
- Attend weekly PIT and Team CEO meetings. Listen to updates and chances of processes Consistently review new processes, policies, department updates, and core Care operational updates. All information is delivered to the team with Coach.
- Litigation & Legal Support
- i. Directly assists TMO litigation with account support for LS biller (account adjustments, service configuration, pulling account records and general account maintenance).
- Arbitration support for Legacy Sprint matters in litigation
- ii. Testimony/witness assistance if needed:
Executive Services Analyst
Sprint
02.2007 - 12.2015
- To ensure proper handling and business continuity.
- Legacy Sprint Executive and Regulatory Services builds and maintains positive relationships between, regulatory and legal agencies, for customers who have escalated their concerns regarding Sprint, and Assurance Wireless.
- Legacy Sprint Executive and Regulatory Services receives formal and informal complaints from agencies such as: Federal Communications Commission (FCC), state Public Utilities Commissions (PUC), state Public Service Commissions (PSC), state Attorney General's Offices (AGO), and other consumer advocacy groups. Handling for each agency is slightly different.
- Assist with call corroborations in the absence of a team member.
- Research all complaints provide by the agencies.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Educated customers about billing, payment processing and support policies and procedures.
- Participated in team meetings and training sessions to stay informed about process updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Follow all updated processes and procedures provided by the Team Lead and Coach.
- Draft Settlement and Release Agreements, work closely with members of the Legal team to provide research and execute resolution offers.
Education
Associate of Applied Science - Social Sciences
Essex County College
Newark, NJ05.2001
Skills
- Team Meetings
- Customer Loyalty
- Individual Trainings
- Customer Service
- Active Listening
- Executive Management Support
- Reading Comprehension
- Issue Resolution
- Reseacher
Accomplishments
G.E.M. Award Nominee
2021 In Crowd Winner
Customer Heart Award
Timeline
Team Leader
T-Mobile
12.2015 - Current
Executive Services Analyst
Sprint
02.2007 - 12.2015
Associate of Applied Science - Social Sciences
Essex County College