Selena Sanchez
Edinburg,TX
Summary
Reliable management professional with several years of expertise developing top-notch skills in customer service and team leadership in the wireless industry. Ready to take on new challenges in an exciting new position.
Overview
12
12
years of professional experience
2012
2012
years of post-secondary education
Work History
Associate Manager
T-Mobile
Mission
01.2026 - Current
- Managed team performance to enhance customer service quality and satisfaction.
- Facilitated team meetings to align goals and address operational challenges.
- Implemented performance evaluation systems for team members.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
Associate coach Care
T-Mobile
Mission, Texas
09.2022 - 12.2025
- Supported team in daily operations and customer service initiatives.
- Communicated with customers to resolve inquiries and enhance satisfaction.
- Managed daily workflow of team members to meet organizational goals.
- Handled responsibilities successfully in manager's absence.
- Identified opportunities for process improvements and increased efficiency.
- Evaluated performance of team members and provided consistent coaching to improve skills.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Implemented strategies to improve customer experience, retention, and loyalty.
Community expert
T-Mobile
Mission
04.2021 - 08.2022
- Provided guidance on best practices for using company products or services.
- Developed customer service skills while responding to inquiries in a timely manner.
- Assisted in developing training materials for new agents joining the team.
- Prepared reports on customer service metrics such as response time, resolution rate and call volume.
Senior Expert Account Care
T-Mobile
Mission
05.2018 - 04.2021
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Senior experts technical care
T-Mobile
Mission
12.2017 - 05.2018
- Led a team of technical support specialists to resolve customer inquiries.
- Developed training materials to enhance team knowledge and performance.
- Conducted regular performance reviews to ensure team effectiveness and engagement.
- Resolved escalated technical issues from customers in a timely manner.
- Collaborated with other departments to ensure successful completion of tasks related to customer service initiatives.
Technical Support Expert
T-Mobile
Mission, Tx
02.2014 - 12.2017
- Resolved customer inquiries regarding mobile device issues and service plans.
- Assisted customers with troubleshooting technical problems on various devices.
- Educated users on features and functionalities of T-Mobile services and products.
Education
Economedes High School
Edinburg, TXSome College (No Degree) - Psychology
Ashford University
San Diego, CASkills
- Team management
- Customer service
- Performance evaluation
- Technical troubleshooting
- Team performance management
- Problem solving
- Time management
- Training development
- Data reporting
Timeline
Associate Manager
T-Mobile
01.2026 - Current
Associate coach Care
T-Mobile
09.2022 - 12.2025
Community expert
T-Mobile
04.2021 - 08.2022
Senior Expert Account Care
T-Mobile
05.2018 - 04.2021
Senior experts technical care
T-Mobile
12.2017 - 05.2018
Technical Support Expert
T-Mobile
02.2014 - 12.2017
Economedes High School
Some College (No Degree) - Psychology
Ashford University