I am a technical support and customer service professional with more than three years of experience supporting T-Mobile customers in a fast-paced BPO environment.
I provide voice-based technical troubleshooting, account management, billing assistance, customer retention support, and complex issue resolution. I focus on understanding customer needs and communicating clear, practical solutions.
I have progressed from Technical Support Representative to Mentor and Associate Coach through consistent performance, leadership, and my ability to help others improve. I train new hires, conduct coaching sessions, provide feedback, and evaluate calls to support production readiness and KPI achievement.
I am proficient in customer support systems and workplace productivity tools, including Microsoft Office, Microsoft Teams, Slack, and CRM platforms. I also have logistics data-entry experience involving shipment records, order details, and parcel tracking.
I am a critical thinker who enjoys new challenges and takes ownership of responsibilities. I bring a detail-oriented, customer-focused approach and am committed to continuous learning and team development.
I support senior coaches and managers by facilitating check-ins, observing performance, tracking progress, and helping team members develop their customer service capabilities.
I provide feedback within established guidelines, assist new employees with onboarding and skill development, and build coaching experience through regular collaboration with senior leaders.
I trained and mentored new hires on customer service practices, account handling, and company procedures. I provided guidance on communication, system navigation, and issue resolution.
I conducted coaching sessions, delivered feedback, and evaluated mentee calls to help prepare representatives for production. I supported trainees in developing the knowledge and skills needed to achieve strong KPIs.
I provided technical and customer support through voice channels, identified customer needs, performed troubleshooting, and guided customers toward appropriate solutions.
I explained products, services, billing options, and account features clearly. I supported account management, customer retention, and complex issue resolution in a high-volume BPO environment.
I encoded shipment information, order numbers, and parcel details into logistics databases with a high level of accuracy. I verified shipment records and maintained accurate documentation.
I tracked parcel movement to support timely order processing and warehouse operations while consistently meeting daily productivity targets.
Senior High School
Completed senior high school education.
Bachelor of Science, Psychology
Studied Bachelor of Science in Psychology.
Vocational Education
Completed vocational education.
Secondary Education
Completed secondary education.
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