Rogiele Arnold
Phoenix,AZ
Summary
Highly accomplished and results-driven professional with 6+ years of experience at AT&T, specializing in customer issue resolution, retention strategies, and process improvement. Proven ability to act as the primary point of contact for complex escalations, fostering strong relationships to minimize customer churn. Expert in training staff, promoting self-service capabilities, and exercising independent judgment to manage service quality and maximize customer satisfaction.
Overview
13
13
years of professional experience
Work History
Premier Service Consultant/Centralized support desk specialist
AT&T
Mesa, AZ
08.2022 - Current
- Serving as a subject matter expert for multi AT&T products ranging from wireless, Uverse, DTV, AIA, and prepaid wireless payments handling service inquiries and escalations from agents across multiple call centers, ensuring prompt and effective resolutions.
- Maintaining in the role a 97-98% resolve rate on all surveyable support desk inquiries while delivering a friendly, knowledgeable experience while significantly reducing agent handle time and enhancing the overall customer experience.
- Contributed to process improvement while working together with management to voice recommendations to changes that benefit frontline agent and also our customers.
- Providing professional, concise communication to internal agents and executive staff maintaining a 4.97 SME rating
Supervisor/MI60
AT&T
Mesa, AZ
12.2020 - 08.2022
- Effectively managed and resolved high-level customer escalations and issues in a timely manner, consistently delivering 5-star service.
- Provided real-time support and guidance to representatives via chat and desk side, equipping them with the tools and knowledge necessary to improve customer interactions becoming efficient as well as teaching agents skills to be independent and to be able to give judgment to complex situations within ATT policies while maintaining positive customer relationships.
- Developed and led informal training sessions for agents on new policies, system changes, and best practices.
Retention Specialist/Customer Service
AT&T
Mesa, AZ
07.2019 - 12.2020
- Served as the last line of defense before cancellation, successfully implementing strategies to minimize churn by tailoring packages and services to match customer value and needs exhibition white glove 5 star service.
- Fostered strong customer relationships by working collaboratively to achieve a mutually beneficial resolution that secured customer loyalty and service continuity.
Stocker
Walmart
Chandler, AZ
05.2019 - 09.2019
- Assisted customers in finding their desired items and stocked grocery shelves neatly so customers can find items with ease.
Customer Service Agent
Liberty Mutual Insurance/State farm
Chandler, AZ
05.2017 - 04.2019
- Established long-term customer relationships by providing stellar customer service while advising auto policyholders with coverage recommendations.
- Ensured that customers had adequate coverage in case of an accident and supplied potential customers with product information. Also assisted with billing concerns.
Associate
Akebono Brake Corporation
Elizabethtown, KY
10.2016 - 02.2017
- Assisted in the processing/production of automobile brake parts on an assembly line.
Walmart Remodel Crew Worker
Manpower
Elizabethtown, KY
08.2016 - 10.2016
- Took an active role in the remodeling of Walmart to assist with constructing shelves, stocking products, and moving aisles to different locations.
Yeoman (Administrative Assistant)
United States Navy
03.2013 - 05.2016
- Provided a full range of precision executive level administrative, clerical, and human resources services in support of the Commander, Executive Officer, Command Master Chief.
- Awards Yeoman (YN) coordinating command wide award ceremonies with the certificates and ribbons necessary for each individual. Attendance yeoman as well.
- Tracked the daily attendance of all 643 personnel whether they were present, sick, temporary duty. Updated attendance daily.
- Implemented and carried out policies ensuring they were up to date and procedures regarding labor relations, pay and benefits entitlements, health and safety requirements, Equal Opportunity (EO), and other issues.
- Handled the in-processing of new personnel, ensuring they are provided with a positive first impression of the company.
- Provided a wide range of information concerning all aspects of employee benefits to include Federal Employee Health Benefits, Federal Employees Group Life Insurance, and Thrift Savings Plan to employees concerning enrollment, and basic features.
- Researched various sources to determine eligibility for benefits effective dates, and other program factors.
- Drafted laws, executive orders, regulations, policies and concepts pertaining to processing personnel PCS orders for the Command.
Education
High school diploma -
Artesia High School
Skills
- Relationship Management
- Customer Retention & Churn Reduction
- Time Management
- Process Improvement
- Data Analysis & Reporting
- Customer issue resolution
Awards
- Navy 'E' Ribbon
- Navy Good Conduct Medal
- Liberty Mutual Insurance Spotlight Award
Military Service
United States Navy, E3
Timeline
Premier Service Consultant/Centralized support desk specialist
AT&T
08.2022 - Current
Supervisor/MI60
AT&T
12.2020 - 08.2022
Retention Specialist/Customer Service
AT&T
07.2019 - 12.2020
Stocker
Walmart
05.2019 - 09.2019
Customer Service Agent
Liberty Mutual Insurance/State farm
05.2017 - 04.2019
Associate
Akebono Brake Corporation
10.2016 - 02.2017
Walmart Remodel Crew Worker
Manpower
08.2016 - 10.2016
Yeoman (Administrative Assistant)
United States Navy
03.2013 - 05.2016
High school diploma -
Artesia High School