Te'Nesha Douglas
Atlanta,GA
Summary
Experienced leader and customer service professional with more than 10 years of experience supporting daily operations, coaching employees, resolving customer concerns, monitoring performance, and improving workflow efficiency. Strong background in technical support, team development, customer advocacy, quality monitoring, and problem-solving.
Recognized for strong communication, leadership, and organizational skills, with the ability to motivate team members, manage competing priorities, and maintain a positive and productive work environment. Seeking a supervisor, team lead, assistant manager, or management position where leadership experience and customer service expertise can contribute to team and organizational success.
Overview
2
2
years of post-secondary education
12
12
years of professional experience
Work History
Business Technical Support Manager
T Mobile
Atlanta, GA
07.2018 - 06.2026
- Led T-Mobile technical support team handling wireless device and network troubleshooting.
- Provided guidance, coaching, and support to team members to improve performance and customer service.
- Assisted with monitoring team performance and identifying opportunities for improvement.
- Helped address employee questions, challenges, and customer concerns while promoting effective problem-solving.
- Collaborated with leadership and other departments to resolve operational and customer service issues.
- Supported a positive, professional, and collaborative work environment.
- Assisted with implementing team goals, performance expectations, and organizational initiatives.
Business Technical Support Interim Nesting Coach
T Mobile
Atlanta, GA
10.2024 - 04.2025
- Led New Hire T-Mobile technical support team handling wireless device and network troubleshooting.
- Managed escalated customer cases across device, account, and service issues.
- Coached agents on ticketing, and call handling procedures.
- Provided guidance and mentorship to junior team members on troubleshooting techniques and best practices.
- Monitored performance, identified areas for improvement, and took corrective action as needed.
Business Technical Support Lead
T Mobile / Sprint
Atlanta, GA
07.2014 - 06.2024
- Led technical support teams handling wireless device and account troubleshooting for T-Mobile customers.
- Resolved escalated service issues across device, connectivity, and device activation workflows.
- Coordinated with network and engineering teams on outage and service incident resolution.
- Monitored support queues and prioritized cases in ticketing systems and call-center platforms.
- Performed root cause analysis on recurring problems encountered by customers.
- Insured team knowledge on process, procedures, network, and technology.
- Supported Coaches and Teams on day to day operations.
- Analyzed customer feedback data to identify areas where improvements can be made in support delivery.
Education
Associate of Arts - Fashion Merchandise
Bauder
Atlanta , GA 06.2002 - 05.2004
Some College (No Degree) - Psychology
Capella University
Minneapolis , MNSkills
- Wireless troubleshooting
- Network diagnostics
- Ticket management
- Issue escalation
- Leadership
- Teamwork
- Critical thinking
- Time management
- Adaptability
- Communication
Timeline
Business Technical Support Interim Nesting Coach
T Mobile
10.2024 - 04.2025
Business Technical Support Manager
T Mobile
07.2018 - 06.2026
Business Technical Support Lead
T Mobile / Sprint
07.2014 - 06.2024
Associate of Arts - Fashion Merchandise
Bauder
06.2002 - 05.2004
Some College (No Degree) - Psychology
Capella University