Messaging Coach Resume Example T Mobile US Inc.

MESSAGING COACH

Professional Summary

Experienced Coach with over eight years of experience in Customer Care with an excellent reputation for helping others develop skills to resolve problems and improve customer satisfaction. Organizational development consultant expertise includes in applying to core aspects and strategic approaches of organizational psychology to amplify leadership success and organizational strategies based on data-driven approaches. Accomplished in driving organizational improvements through leveraging expertise in professional development research and leadership strategies to improve employee motivation and boost productivity.

Accomplishments

Development MC's- Site Professional development team

Magenta 4- Leadership Development Program

Career Advantage Mentor

NXTLVL Mentor

Work History

Messaging Coach, 07/2020 - CurrentT-Mobile US Inc., Albuquerque, NM

Mentor, develop, and coach twenty-four Messaging Team experts through work from home transition and team onboarding while managing and achieving performance metrics.
Established behavior strategies to increase and improve NPS scores in Messaging. Finished #1 in West Region for 3rd quarter
Partner and collaborate with team leaders to analyze, collect, and trend performance/behavior metrics to understand and develop strategies for Messaging Experts to consistently execute on service standards and drive results to impact customer experience.
Create unique and tailored development plans for experts to help them with promotional readiness and professional development in creative ways during work from home.
Help create new interview questionnaire to help hire new Messaging experts and select candidates for role
Collect and analyze NPS performance data to present to site director and senior leadership during manager insight meetings.

Club Hire Coach, 01/2020 - 07/2020T-Mobile US Inc., Albuquerque, NM

Implemented onboarding programs and training strategies, which bolstered individual and team performance during TCC while transitioning to work from home.
Worked individually with new hires when struggling to enhance confidence and strengthen core skills during training and completing training while working from home.
Collaborate and build relationships with Talent Recruiter, Learning and Development Manager, Team Managers, and Trainers to support and create strategies to onboard new hires through training, training from home, and completing TCC.
Collect and analyze new hires' data on satisfaction with onboarding, T-Mobile, leaders, and training to improve and build new strategies for future work from home training teams.
Improved onboarding experience reduced new hire attrition rate for 1st quarter
Improved new hire onboarding efficiency by effectively managing internal communications and correspondence between Trainers, Managers, and New hires.

Team of Experts Coach, 04/2017 - 01/2020T-Mobile US Inc., Albuquerque, NM

Provided comprehensive, empowering, and professional development coaching's and feedback so experts remain motivated to attain personal metric and team performance goals.
Collaborate with team leaders to help define goals and implement tactics to support specific market customers in profit and loss environment.
Facilitate and lead trainings to help frontline experts support customers with new products, services, policy changes and market based insights.
Created and designed team development strategy for forty experts to help drive promotional readiness, change preparedness, and employee happiness.
Led planning and achievement of goals and objectives consistent with communities/sites mission and T-Mobile philosophy for frontline customer experiences.
Achieved and consistently exceeded revenue quota through product and service promotion during routine call inspections and feedback to increase revenue by over 10%
Help team members evaluate customer information to explore issues, develop potential solutions and maintain high-quality service.

Senior Expert, 12/2014 - 03/2017T-Mobile, Albuquerque, NM

Displayed strong communication and interpersonal skills while supporting team and assisting coach with inspections, feedback and coaching with team.
Actively worked to provide exceptional customer experiences by closely monitoring techinical experts call handling impacts and effectively collaborating with them to provide feedback.
Helped individual experts with technical troubleshooting concepts, and help achieve resolutions for network, account, or device related concerns.
Demonstrated and excelled in providing customers with UnCarrier branded customer experience during escalation call handling.
Enhance team motivation and inspiration daily through creative recognition strategies and leveraging influence by understanding individual and team motivations.
Conducted in-depth product and issue resolution research to address customer concerns.

Education

Master of Science, Organizational Leadership And Change, 03/2020

Colorado Technical University - Colorado Springs, CO

Bachelor of Arts, Psychology, 05/2016

University Of New Mexico - Albuquerque, NM

Associate of Arts, Liberal Arts And General Studies, 05/2012

Central New Mexico Community College - Albuquerque, NM

Skills

• Analytical skills
• Change Management
• Conflict resolution
• Critical thinking
• Project Management
• Relationship Building
• Strategic Planning
• Training & Development

Resume Overview

Companies Worked For:

T-Mobile US Inc.
T-Mobile

School Attended

Colorado Technical University
University Of New Mexico
Central New Mexico Community College

Job Titles Held:

Messaging Coach
Club Hire Coach
Team of Experts Coach
Senior Expert

Degrees

Master of Science , Organizational Leadership And Change 03/2020
Bachelor of Arts , Psychology 05/2016
Associate of Arts , Liberal Arts And General Studies 05/2012

Messaging Coach Resume Example

Resume Score: 80%

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