Sierra Garcia

• Resolution Management: Investigating and resolving complex customer problems, often involving billing disputes, service disruptions, or other issues that have not been resolved through regular customer service channels.
• Troubleshooting Systems: Utilizing multiple troubleshooting systems and tools to diagnose and resolve technical issues related to customers' mobile services, network connectivity, or device problems.
• Liaison with Regulatory Bodies: Writing legal letters and other formal communications to regulatory agencies, such as the Federal Communications Commission (FCC), in response to customer complaints or inquiries related to regulatory matters.
• Communication with Better Business Bureau (BBB): Handling customer complaints submitted to the BBB and ensuring T-Mobile's response and resolution efforts are in compliance with BBB guidelines.
• Engagement with Attorneys: Collaborating with the legal department or external attorneys when necessary to address legal issues, particularly when customer concerns have escalated to the point of legal action or potential litigation.
• Customer Advocacy: Advocating on behalf of customers to ensure their issues are resolved fairly and in compliance with applicable laws and regulations.
• Report Generation: Preparing reports and documentation related to escalated cases, legal matters, and regulatory responses.
• Compliance and Quality Assurance: Ensuring that all interactions and communications meet legal and regulatory requirements, internal policies, and quality standards.

Demonstrated efficient communication with clients to identify issues, walk through solutions, and swiftly restore services and functionality.

• Conducted troubleshooting for networking and connectivity issues, expertly resolving connectivity and network access concerns.
• Provided exceptional customer service to existing accounts, ensuring ongoing client satisfaction.
• Maintained patient databases, ensuring compliance with HIPAA protocols.
• Facilitated nurse and doctor assessments by preparing charts and accurately entering procedure and diagnosis codes.
• Assisted with routine checks and diagnostic testing, ensuring the collection and processing of specimens.
• Educated patients on medications, procedures, and care plan instructions.

• Conduct data analysis to identify trends, patterns, and anomalies in financial data. Utilize various software and tools to process and interpret data.
• Identify areas for process improvement within the bank, propose solutions, and work on implementing changes to enhance operational efficiency and reduce costs.
• Collaborate with IT teams to create and execute test plans for new banking software or system updates. Ensure that software functions correctly and complies with business requirements.

• Assisted in project planning and execution of research initiatives, contributing to the success of research goals.
• Efficiently delivered information from scripts, facilitating on-demand phone project assignments.
• Conducted interviews with participants to assess their eligibility for specific programs.
• Accurately coded data from participant interviews, ensuring data integrity.
• Utilized strong communication skills to deliver survey questions and prompt responses for questionnaire completion.