Roselle E. Rosenberg
Anaheim,CA
Summary
With 18 years of diverse organizational experience, this accomplished support member consistently delivers excellence. Expertise lies in fostering employee engagement, promoting collaboration, resolving conflicts, and implementing effective communication strategies. Demonstrated a proven track record in driving performance improvements throughout the career. Seeking a challenging leadership role to utilize resourcefulness, discipline, and dedication to achieve both team and organizational success.
Overview
16
16
years of professional experience
Work History
SR SPECIALIST SALES PROGRAM EXECUTION
AT&T Wireless
01.2023 - Current
- Onboarded and provided managerial support to new hires at the Centralized Support Desk, facilitating connections between frontline experts to Subject Matter Experts via Smartchat
- Managed second-level escalation support to CSD experts to address needs related to wireless and broadband post-sale services
- Performed training sessions for new hires, including managers and agents, on new processes and policies within the organization
- Provided resolution to issues and gaps within the organization by coordinating with departments and using various tools to deliver the best possible resolution
- Utilized multiple tools to extract, analyze, and customize data for reports and impactful presentations across the organization
- Conducted call listening to identify and analyze gaps, developing feedback and coaching processes to improve key performance metrics within the organization
- Oversaw the end-to-end management of invalid cases, ensuring timely and accurate resolution
- Developed and implemented strategies to streamline case handling processes, improving efficiency and reducing resolution times
- Collaborated with cross-functional teams to identify root causes of invalid cases and implement corrective actions
- Monitored and analyzed case data to identify trends and areas for improvement, providing regular reports to senior management
- Facilitated meetings with the MBO group to align processes, implement improvements, and address the current Invalid Case trend and issues
TEAM MANAGER SALES SUPPORT
AT&T Wireless
07.2022 - 12.2023
- Managed day-to-day operations of customer service agents in the sales support department
- Made decisions regarding hiring, firing, disciplinary actions, promotions, and pay for subordinates
- Evaluated employee performance and provided constructive feedback for skill improvement
- Boosted agent performance through incentives, fostering a positive work environment, and implementing recognition and rewards programs
- Fostered team collaboration to share ideas and establish best practices
- Developed performance measurement strategies to identify areas for improvement
- Conducted meetings to communicate team performance goals and results
- Set ambitious targets for agents to drive company success and motivation
- Reviewed key performance indicators (KPIs) and led team improvements through effective communication, coaching, training, and development
- Successfully onboarded and managed a team of new hires as a new manager
- Named Top Overall Manager for YTD 2023
- Summit Winner 2023 – Team Manager
COORDINATOR/ESCALATION SUPPORT
AT&T Wireless
01.2009 - 07.2022
- Resolved customer escalations for highly dissatisfied customers by collaborating with multiple channels and providing effective action plans
- Assisted new representatives in transitioning from training to on-the-floor duties, guiding them through departmental systems and tools
- Retained consumer memberships by analyzing customer needs and providing timely resolutions to complaints
- Managed all aspects of order management, including new line service requests, order submissions, delivery timelines, activations, exchanges, returns within the buyer's remorse period, and promotion inquiries
- Collaborated effectively with internal and external partners to ensure top-notch resolution to client needs and develop long-term customer relationships
- Provided support for consumer and small business account maintenance via phone, including billing resolution, payment processing, billing responsibility transfers, and technical troubleshooting
- Named Top Escalation Support for the First Quarter of 2022
Education
Associates: Arts - Accounting
Cerritos College
05.2014
BS - Business Administration, Management
San Sebastian College - Recoletos
04.2004
Skills
- Escalation Support
- Customer Support Operations
- Team Leadership
- Customer Experience
- Performance Management
- Collaborative Approach
- Data Gathering and Reporting
- Data Analysis
- Problem Management
- Training and Development
- Vendor Partnership
- Fraud Prevention and Risk Assessment
- Tax Preparation Proficiency
- Knowledge of Sales Channels and System
- Sales Support and Administration
- Innovation management
- Analytical thinking
- Documentation management
- Customer relations
Accomplishments
Awarded the AT&T Connection Award for leading a project that reduced invalid case submissions by 35% within six months, significantly advancing the goal of achieving an 80% Resolution Rate
AT&T Connection Award
Awarded the AT&T Connection Award for leading a project that reduced invalid case submissions by 35% within six months, significantly advancing the goal of achieving an 80% Resolution Rate.
Timeline
SR SPECIALIST SALES PROGRAM EXECUTION
AT&T Wireless
01.2023 - Current
TEAM MANAGER SALES SUPPORT
AT&T Wireless
07.2022 - 12.2023
COORDINATOR/ESCALATION SUPPORT
AT&T Wireless
01.2009 - 07.2022
BS - Business Administration, Management
San Sebastian College - Recoletos
Associates: Arts - Accounting
Cerritos College
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