Ray Garza

T-Mobile
Customer Care Coach | [Years Worked – 3 Years]

• Coached and supported customer service representatives in a fast-paced call center environment
• Conducted call monitoring, quality evaluations, and performance feedback sessions
• Improved agent performance across key metrics including CSAT, FCR, CRT, productivity, and all AI initiatives
• Assisted leadership with action plans for underperforming agents
• Supported onboarding and continuous training initiatives
• Served as an escalation point for complex customer issues
• Analyzed team performance metrics to identify areas for development and growth opportunities.
• Conducted role-playing exercises to simulate customer interactions, enhancing team preparedness and response strategies.
• Developed training materials to enhance team performance and customer engagement.
• Reduced average handle time through the implementation of effective call handling techniques and scripts

Community Expert | Years Worked – 1 Year

• Resolved escalated customer issues, enhancing overall satisfaction and retention rates
• Provided customer support through online community forums and digital platforms
• Resolved account, billing, and service-related inquiries in a written, customer-facing environment
• Delivered accurate, policy-compliant solutions while maintaining brand voice and professionalism
• Assisted customers with self-service education and troubleshooting
• Demonstrated strong written communication and multitasking skills
• Led P360 attach rate in site for C10

Customer Service Representative | Years Worked – 15 Years

• Managed high-volume inbound calls while maintaining quality and efficiency standards
• Resolved billing, account, and technical issues with a focus on first-call resolution
• Consistently met or exceeded call center performance metrics
• Delivered professional and empathetic customer interactions in a metric-driven environment
• Navigated multiple systems simultaneously to support customer needs
• Recognized for outstanding customer service and performance excellence:
• 8-time In Crowd Award winner
• 1-time Winner’s Circle Award recipient
• Resolved customer inquiries through effective communication, ensuring satisfaction and loyalty.
• Managed high-volume call operations, providing timely support and solutions to diverse customer needs.
• Trained and mentored new team members on best practices in customer service protocols.
• Implemented feedback mechanisms to enhance service quality and improve response times.