Symphony Hall
Chattanooga,TN
Summary
Dedicated professional specializing in coaching, performance optimization, and data visualization. Utilizes critical thinking to enhance customer interactions and resolve concerns effectively. Strengthens team dynamics and drives productivity improvements through strategic insights and real-time feedback.
Overview
14
14
years of professional experience
Work History
Coach
T-Mobile
Chattanooga, Tennessee
06.2016 - 01.2026
- Coached and mentored teams of up to 12 experts, driving achievement of performance, quality, and customer goals.
- Provided real-time feedback, structured coaching, and performance improvement plans to enhance customer experience and streamline internal procedures.
- Excelled in delivering end-to-end customer support, including quickly responding to and resolving key concerns (i.e., billing, account, service) while consistently upholding high standards for professionalism, ethics, and integrity.
- Quickly advanced from initial hire as CRE and customer service representative, working with specialized clients with high-level needs.
- Identified improvement opportunities by analyzing performance trends to boost productivity.
- Developed and presented data visualizations and performance insights to inform decision-making.
- Served as primary point-of-contact for high-impact customer concerns, ensuring optimal resolutions.
Customer Service Associate
Lowe's Home Improvement
Chattanooga, Tennessee
05.2015 - 06.2016
- Delivered excellence in customer service by engaging with customers to enhance their shopping experience within a fast-paced retail environment, including promptly responding to inquiries and efficiently resolving customer issues.
- Managed inventory levels to support seamless operations in high-volume retail setting.
- Implemented restocking processes to maintain product availability during peak retail seasons.
Store Sales Lead
New York & Company
Nashville, Tennessee
05.2012 - 02.2015
- Increased average transaction value through effective upselling strategies and strategic product placement.
- Advanced from Store Associate to Store Sales Lead by delivering stellar customer service, fostering team collaboration, monitoring inventory efficiently, and handling cash accurately.
- Maintained compliance with company policies while achieving high visual merchandising standards.
Education
Certificate - Travel Advisor
University of Tennessee At Chattanooga
Chattanooga, TN04-2026
Certificate - AI for Work & Life
University of North Florida
Jacksonville, FL11-2025
Bachelor of Science - Psychology
University of Tennessee at Chattanooga
Chattanooga, TNSkills
- Customer Relationship Management
- Data Analysis
- Data Visualizations
- Trend analysis
- Performance Coaching
- Employee development
- Process & Performance Optimization
- Customer Service
- Advocacy & Engagement
- Team Building
- Effective Communication
- Problem-Solving
- Critical Thinking
- Conflict Resolution
Selected Competencies
- Customer Relationship Management
- Data Analysis
- Data Visualizations
- Trends Tracking
- Customer Service, Advocacy & Engagement
- Team Building, Training & Leadership
- Coaching & Mentoring
- Process & Performance Optimization
- Courteous Telephone Etiquette
- Conflict Resolution
- Critical Thinking
- Problem-Solving
Timeline
Coach
T-Mobile
06.2016 - 01.2026
Customer Service Associate
Lowe's Home Improvement
05.2015 - 06.2016
Store Sales Lead
New York & Company
05.2012 - 02.2015
Certificate - Travel Advisor
University of Tennessee At Chattanooga
Certificate - AI for Work & Life
University of North Florida
Bachelor of Science - Psychology
University of Tennessee at Chattanooga