Customer Success Specialist

Led a project to streamline the lease return process by creating standardized email templates, resulting in a significant reduction in customer inquiries and improved efficiency.
Managed a high volume of lease customers while ensuring excellent customer service and meeting or exceeding team and individual KPIs.
Collaborated with cross-functional teams, including Sales, Service, Delivery Managers, and Collections, to ensure a seamless transition for customers returning leases and acquiring new vehicles.
Developed strong relationships with internal stakeholders, fostering effective communication and collaboration to resolve customer escalations and complex inquiries promptly.
Utilized multiple systems, such as CCM software, Excel, and Financial Servicing, to manage workload, update account information, and generate accurate final invoices.
Implemented effective organization and prioritization strategies to manage a significant number of lease customers, optimizing workload and time management.
Conducted final invoice reviews for over 2,000 customer accounts, identifying inaccuracies and initiating refund requests, demonstrating meticulous attention to detail and analytical skills.
Mentored new hires, facilitating efficient responses to customer inquiries and fostering a positive team culture to achieve team goals.

Built proficiency in serving and selling to customers, delivering a world-class customer experience and building loyalty.
Conducted thorough needs assessments and provided hands-on demonstrations of the latest technology, going beyond basic devices and service plans to offer personalized solutions.
Approached service and sales needs with composure, integrity, and compassion.
Created excitement by showcasing T-Mobile's expanding coverage and lightning-fast LTE network, highlighting the benefits of T-Mobile plans and services.
Actively sought information and stayed up-to-date on innovations in wireless and technology.
Collectively owned the customer experience, resolved issues, and created a seamless, run-around-free environment.
Successfully identified and handed off small business leads. Supported team initiatives and fostered an inclusive environment.