Summary
Overview
Work History
Education
Skills
Accomplishments
Strength Finder
Languages
Timeline
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Rosy Gamino

Rosy Gamino

McAllen,TX

Summary

Strategic leader with over a decade of experience in customer success, support operations, and account management. Known for fostering high-performing teams, driving revenue growth, and delivering exceptional customer experiences. Adept at aligning customer strategies with business objectives to optimize satisfaction, retention, and revenue expansion. Passionate about leveraging data-driven insights, cross-functional collaboration, and innovative solutions to empower organizations to achieve meaningful impact

Overview

3
3
years of professional experience

Work History

Sr. Manager, National Care Partner Site Operations

T-Mobile
Frisco, TX
01.2024 - Current
  • Spearheaded strategies to enhance customer satisfaction and retention, aligning partner site operations with broader business objectives.
  • Developed and executed SMART plans to achieve performance goals, integrating cross-functional efforts to drive success.
  • Analyzed customer data and feedback to uncover trends, inform decision-making, and improve processes.
  • Collaborated with leadership across Product, Engineering, and Marketing to align customer-facing initiatives, ensuring a seamless customer journey.
  • Mentored and grew partner leadership teams, fostering a culture of excellence and continuous improvement.
  • Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
  • Led cross-functional teams to achieve project milestones, ensuring collaboration and efficiency.

Team of Experts Manager

T-Mobile
07.2022 - 01.2024
  • Directed more than 40 team members to secure a top nine national position in 2023 with effective strategy implementation.
  • Championed customer experience initiatives, driving satisfaction and performance improvements through actionable insights and coaching.
  • Led the development of operational workflows and tools to enhance efficiency and scalability.
  • Enhanced team morale and retention through recognition programs and career development opportunities.
  • Directed recruitment, hiring, and training of new staff members.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Established and monitored KPIs to evaluate performance and identify areas for improvement.

Business Operations Manager – Messaging

T-Mobile
10.2021 - 07.2022
  • Supported readiness for product launches, delivering insights and tools to ensure customer-facing teams exceeded performance expectations.
  • Designed dashboards to improve data visibility, adoption rates, and overall operational performance.
  • Established key performance indicators for tracking progress towards goals.
  • Managed the daily operations of the business, including staff scheduling and resource allocation.
  • Oversaw company operations, customer service, resource management and profitability.
  • Created effective business plans to focus strategic decisions on long-term objectives.

Business Support Manager

T-Mobile
12.2021 - 02.2022
  • Worked alongside Product and Engineering teams to streamline messaging procedures, leading to better customer results.
  • Analyzed and addressed technical issues, implementing scalable solutions to enhance the customer experience.
  • Identified areas of improvement in existing policies and procedures for increased efficiency.
  • Collected monthly, quarterly, and annual performance monitoring statistics to meet metrics.
  • Led cross-functional teams to drive project completion and operational excellence.
  • Set and monitored performance metrics to evaluate and improve business operations.
  • Prepared monthly reports on key performance indicators for senior management review.

Education

Business Management -

Ashford University
02.2020

Skills

  • Business performance management
  • Cross-functional communication
  • Organizational improvement
  • Reporting management
  • Data-driven decision making
  • Operations management
  • Data analytics
  • Strategic planning
  • Operations planning
  • Influencing and negotiating
  • Customer Lifecycle Management
  • Revenue Growth Strategies
  • Strategic Leadership
  • Collaborative Leadership
  • Customer Success Metrics (CSAT, NPS, Churn)
  • Collaborative Project Management
  • Process Optimization
  • Performance Metrics Analysis

Accomplishments

  • Winner Circle 2024
  • Total Experience Champion 2024
  • Values All Star 2024
  • Winner Circle 2022
  • Values All Star 2022
  • Total Experience Champion 2023
  • Winner Circle 2023
  • 2nd Half Power Zone 2023
  • Values In Action ‘We Don’t Stop 2023
  • In Crowd 2022
  • 2nd Half Power Zone 2022

Strength Finder

Achiever – Ideation – Restorative – Positivity – Self Assurance

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

Timeline

Sr. Manager, National Care Partner Site Operations

T-Mobile
01.2024 - Current

Team of Experts Manager

T-Mobile
07.2022 - 01.2024

Business Support Manager

T-Mobile
12.2021 - 02.2022

Business Operations Manager – Messaging

T-Mobile
10.2021 - 07.2022

Business Management -

Ashford University

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Rosy Gamino