Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Trudy Medrano

Dallas,TX

Summary

Experienced customer service supervisor bringing 18 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

18
18
years of professional experience

Work History

Team CEO : Office of the President

T-Mobile
06.2023 - 08.2023
  • Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts.
  • Established foundational processes for business operations.
  • Built productive relationships with industry partners and competitors to support strategic business objectives.
  • Identified new revenue generation opportunities to maximize bottom-line profitability.
  • Engaged positively with staff and leadership colleagues, soliciting and encouraging feedback and collaborative spirit.
  • Made large-scale financial decisions and supervised company spending to reduce material losses and maximize profits.
  • Addressed employee and managerial concerns and implemented corrective actions to promote compliance.
  • Cultivated forward-thinking, inclusive, and performance-oriented business culture to lead industry in innovation and push progress.
  • Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.

Home Internet Supervisor

T-Mobile
02.2022 - 06.2023
  • Resolved customer complaints or problems to decrease escalation issues to corporate.
  • Implemented strategies to enable team members to provide quality services to clients.
  • Assigned duties or work schedules to employees for adequate shift coverage.
  • Trained service staff on latest policies and procedures.
  • Explained regulations, policies, or procedures to new-hires to confirm understanding and compliance.
  • Evaluated employee performance in quarterly and annual reviews.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked well in a team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Excellent communication skills, both verbal and written.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Developed and maintained courteous and effective working relationships.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.

Team of Experts Lead Representative

T-Mobile
06.2017 - 02.2022
  • Boosted brand awareness, implemented promotional campaigns, and employed sales tactics as part of territory development.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Generated reports detailing findings and recommendations.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services, and company information.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.

Solution Center Expert

T-Mobile
11.2012 - 06.2017
  • Responded quickly to crisis situations, balancing operational requirements and customer needs.
  • Produced detailed and knowledgeable technical reports to leaders within the center.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Accomplished multiple tasks within established timeframes.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
  • Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Various Customer Service Roles

T-Mobile
11.2005 - 06.2012
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Sought ways to improve processes and services provided.
  • Retained customers using targeted offers and resolving concerns.

Education

High School Diploma -

Manzano High School
Albuquerque, NM
05.1998

Skills

  • Strategic Partnership
  • Business Alliance
  • Account Management
  • Conflict Alleviation
  • Business Development
  • Policy Development and Optimization
  • Speech Writing
  • Attention to Quality
  • Productivity Performance
  • Corporate Strategy and Development

Accomplishments

Peak Achievement Winner : Received a trip to Hawaii for outstanding performance in resolving customer concerns.


Repeat InCrowd Winner : Award received by the top 10% in the company

Timeline

Team CEO : Office of the President

T-Mobile
06.2023 - 08.2023

Home Internet Supervisor

T-Mobile
02.2022 - 06.2023

Team of Experts Lead Representative

T-Mobile
06.2017 - 02.2022

Solution Center Expert

T-Mobile
11.2012 - 06.2017

Various Customer Service Roles

T-Mobile
11.2005 - 06.2012

High School Diploma -

Manzano High School

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