Summary
Overview
Work History
Education
Skills
References
Timeline
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Dezireé Smith

Snellville

Summary

Customer-focused professional with over ten years of experience in resolving complex customer issues and leading high-performing teams. Demonstrated success in managing escalations, coaching frontline agents, and identifying service trends across multiple channels. Proficient in CRM tools, ensuring documentation accuracy, and collaborating cross-functionally to enhance service outcomes. Committed to delivering equitable and efficient support to members and partners while leveraging strong leadership and problem-solving skills.

Overview

14
14
years of professional experience

Work History

Experience Associate Manager

T-Mobile
Dunwoody
12.2022 - Current
  • Resolved over 20 customer escalations monthly, achieving 98% satisfaction in resolutions.
  • Coached team of 12 to exceed performance KPIs at 107% through targeted development sessions.
  • Implemented daily performance huddles, enhancing documentation accuracy.
  • Collaborated with cross-functional teams to identify call trends, reducing repeat complaints by 18%.
  • Tracked and analyzed service metrics, driving team accountability and efficiency.
  • Ensured 100% compliance with company procedures and training initiatives.

Lead Mobile Expert

T-Mobile
Marietta
04.2016 - 12.2022
  • Provided multichannel support to over 20 business clients weekly through phone, email, and in-person interactions.
  • Achieved 95% customer satisfaction rating by resolving device and billing issues proactively.
  • Managed daily escalations, independently resolving 95% without requiring management intervention.
  • Led device troubleshooting campaign, educating customers on self-service techniques to reduce repeat inquiries.
  • Trained new hires, expediting the onboarding process significantly.
  • Promoted upsell strategies, resulting in increased sales of bundled services.

Lead Sales Consultant

Sprint
Marietta
12.2013 - 04.2016
  • Managed day-to-day escalations, resolving 95% without management intervention
  • Collaborated on in-store campaigns that increased service plan conversions
  • Provided multichannel support to 20+ Business clients weekly through phone, email, and in-person service
  • Trained new hires, accelerating their onboarding time
  • Promoted upsell strategies that increased bundled service sales
  • Key Projects & Achievements
  • Escalation Tracker: Developed a tracker that reduced response time to priority issues by 30%
  • Training Peer Program: Trained and coached new hires with a 100% onboarding success rate within 30 days
  • Customer Feedback Loop: Introduced an in-store feedback protocol, ensuring CSAT scores were over 96%

Home Sales Consultant

Allconnect
Atlanta
12.2011 - 12.2013
  • Facilitated service bundle billing setups for utilities and telecom accounts.
  • Analyzed customer needs to recommend products aligning with budget constraints.
  • Maintained comprehensive records of sales activities using Salesforce, including client contacts and follow-ups.
  • Achieved an 85% closing rate on new accounts by effectively navigating contracts and payment options.

Education

Bachelor of Science - Biology (Pre-Health)

Alabama State University
Montgomery, AL

Skills

  • Customer service
  • Team building
  • Employee training
  • Performance management
  • Data analysis
  • Project management
  • Conflict resolution
  • Cross-functional collaboration
  • Sales coaching
  • KPI tracking
  • Staff training and development

References

References available upon request.

Timeline

Experience Associate Manager

T-Mobile
12.2022 - Current

Lead Mobile Expert

T-Mobile
04.2016 - 12.2022

Lead Sales Consultant

Sprint
12.2013 - 04.2016

Home Sales Consultant

Allconnect
12.2011 - 12.2013

Bachelor of Science - Biology (Pre-Health)

Alabama State University

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Dezireé Smith