- Provided exceptional customer support to T-Mobile customers, handling a
high volume of incoming calls and emails in a fast-paced call center environment.
- Assisted customers with their financial inquiries, including billing inquiries,
payment processing, and account adjustments.
- Resolved customer issues and concerns effectively and efficiently, ensuring
high customer satisfaction and retention rates.
- Utilized customer relationship management (CRM) systems to accurately and
promptly record customer interactions and update account information.
- Performed account audits and reconciliations to ensure accurate billing and
financial transactions.
- Collaborated with cross-functional teams, including billing, collections, and
finance, to resolve complex customer issues and streamline processes.
- Acted as a subject matter expert for financial-related matters, providing guidance
and support to fellow customer support team members.
- Conducted proactive outreach to customers regarding overdue balances,
setting up payment plans, and negotiating settlements.
- Contributed to the development and improvement of customer support
processes and procedures, making recommendations for enhanced efficiency
and customer experience.
- Participated in ongoing training sessions to stay updated on product knowledge,
industry regulations, and customer support best practices.
- Met or exceeded key performance indicators (KPIs) and service level agreements
(SLAs), ensuring consistent delivery of high-quality customer support.
- Managed remote customer support teams across multiple time zones.

Served as an Assistant Manager at Puzzle Rooms, overseeing operations in an
escape room environment.
- Implemented staffing strategies to secure qualified personnel to meet business
demands.
- Managed and facilitated games and parties for children, ensuring a fun and
immersive experience.
- Designed and created engaging and challenging games, tailored to the specific
needs and preferences of different groups.
- Coordinated parties and events in collaboration with colleagues, ensuring
seamless execution and customer satisfaction.
- Assumed managerial responsibilities in the absence of the manager, providing
guidance and support to team members.
- Conveyed game rules and instructions clearly to participants, maintaining a
positive and energetic atmosphere.
- Addressed customer inquiries, feedback, and concerns in a professional and
timely manner.
- Kept track of inventory, supplies, and equipment, ensuring availability and
proper maintenance.
- Assisted in training new staff members, helping them grasp game concepts,
and providing ongoing support.
- Collaborated with the management team to identify areas for improvement
and implement strategies to enhance customer experience and operational
efficiency.