Taylor Rowten
Albuquerque,NM
Summary
Expert Level Customer Service Representative Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience.
Overview
3
3
years of professional experience
Work History
Technical Support Representative
T-Mobile
02.2025 - Current
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Enhanced customer loyalty with prompt and effective resolution of technical issues.
Expert Level Customer Service Representative
T-Mobile
Albuquerque
07.2022 - Current
- Maintained a high level of professionalism when dealing with difficult customers
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Assisted with training and mentoring new team members
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
- Supported several new hire classes with high retention rate and competitive statistics to tenured members.
- Established as well as sponsered incentives to push representatives to over achieve site wide goals
- Gave detailed feedback through coachings to isolate and improve representatives performance.
- Created daily reports of team performance, call trends, forms of improvement, call inspections, and statistics for senior leadership.
- Coordinated with site leadership on metric analysis
- Specialized work plans to address issues with representatives and how to correct them.
- Created multiple work tools and utlized resources to help guide representatives to becoming their best selves.
- Lead team meetings to strategize over current standing both weekly and month to date to highlight achievements while also providing ways to grow.
- Coordinated both team and community wide events with leadership
- Scored first calls and provided early on insights to trainers to fix call behaviors before they could become an issue.
- Worked as an associate coach in several occasions when support was low while also handling designated support teams.
Interim Associate Coach
T-Mobile
07.2024 - 02.2025
- Enhanced team performance by implementing effective coaching strategies and techniques.
- Streamlined communication between coaching staff, players, parents, administrators, ensuring all stakeholders were well-informed about updates or changes related to the program.
- Assisted in the recruitment of top talent to bolster the team''s competitive edge.
- Increased overall team success by identifying areas for improvement and creating customized development plans.
- Fostered a positive and supportive environment, promoting collaboration among team members.
- Contributed to player retention by maintaining open lines of communication and addressing concerns promptly.
Skills
- Quickly adapts to change
- Proficient with computer systems and tools
- Strong communication skills
- Call Management
- Team Development
- Problem Solving
- Passion for developing myself and others
- Excellent at building and maintaining cross-functional relationships
- Strong understanding of how to connect with our customer and right fit them with the technology and devices they love
- Product Knowledge
- Customer Relations
- Effective Communication
Timeline
Technical Support Representative
T-Mobile
02.2025 - Current
Interim Associate Coach
T-Mobile
07.2024 - 02.2025
Expert Level Customer Service Representative
T-Mobile
07.2022 - Current