Ryanna Whitted

• Ensures exceptional customer experiences for T-Mobile Government clients.

• Serves as the primary contact for an assigned government account base.

• Crafts up to 30 detailed emails for clear documentation and thorough customer responses.

• Utilizes advanced Excel functions to create tailored reports for customer needs.

• Adapts reporting timelines and content to meet evolving project needs efficiently.

• Proactively enhances Excel skills through self-learning and experimentation.

• Collaborates with cross-functional teams to gather report data.

• Actively monitors account health and client satisfaction.

• Presents data-driven insights in tailored customer facing monthly meetings.

• Manages high-level escalations for a $6,000,000 annual revenue account.

• Consistently delivers outstanding customer experiences across diverse business segments.

• Exhibits top-tier customer care by owning and resolving issues with follow-through.

• Actively integrates feedback to improve work performance regularly.

• Frequently handles high-level escalations and detractor callbacks.

• Provides daily support to peers while managing up to 50 calls a day.

• Regularly tapped for Floor Support, covering full shifts for absent colleagues.

• Dedicates effort to strengthening customer relationships.

● Answers calls from Hawaii Unemployment Insurance claimants
● Expresses empathy for claimant’s concerns and reiterates reassurance
● Reviews and resolves any issues that need clarification
● Expedites claims at appropriate times
● Documents all information as it’s heard
● Helps claimants answer application questions correctly to ensure accuracy
● Utilizes all resources to help answer questions that teammates have

● Handled inbound and outbound calls for customers who were past due
● Worked with customers to create a successful plan to get their balance caught up
● Processed payments over the phone
● Strived to collect as much debt as possible every day

● Strived to provide the best experience for clients with active policies
● Changed coverages
● Expressed empathy for client’s concerns
● Applied applicable discounts
● Reinstated canceled policies when appropriate
● Reviewed billing and premium with clients