Customer Service Experience

Michal Martin 817-***-**** cell • ************@*****.*** • LinkedIn Profile

Senior-Level Customer Experience Leader

Driving Excellence in Executive Escalations, Relationship Management and Business Solutions Seasoned telecommunications professional with over 20 years of experience leading executive-level customer resolutions and driving operational excellence at T-Mobile and Sprint. Results-driven strategist skilled in transforming complex escalations into opportunities for strengthening customer relationships and improving business processes. Demonstrated success in mentoring teams, implementing customer retention strategies, and managing high-stakes regulatory compliance issues across enterprise accounts. Dynamic communicator adept at building collaborative partnerships between retail management, corporate stakeholders, and public agencies while consistently delivering solutions that align with organizational objectives. Professional Skills and Tools Summary

Technical Platforms: ADP — Automatic Data Processing - WorkDay — Enterprise Management - Salesforce - Atlas - Dash

- Cloud Excel - Microsoft Office - Zendesk - Verint Systems - CSM

Learning & Development: Thrive Learning Management System - Cornerstone Learning Management - LMS - Mentoring

Communication Tools: Slack - Compass Care - Telecommunications - Social Media Management

Business Operations: Executive-Level Customer Service - Digitally-Advanced Sales Hub - Procedure Implementation - Account Management - Kronos

Compliance & Resolution: Regulatory Complaint Handling & Resolution - Fair Debt Collector Practices Act – Negotiation Executive Career Progression

T-Mobile 2001-2023

Senior Executive Analyst

Spearheaded enterprise-wide customer experience initiatives, achieving a 95% satisfaction rating while managing an integrated Sprint/T-Mobile wireless portfolio valued at $50M+ annually across public and private sector stakeholders.

Designed and implemented data-driven customer retention strategies, achieving a 95% retention rate through advanced market analysis and executive dashboard reporting, translating customer insights into strategic recommendations for C- suite leadership.

Established and led mission-critical escalation response program, achieving a 97% resolution rate on high-exposure regulatory and legal matters while developing standardized protocols for executive escalation management across national operations.

Engineered comprehensive overhaul of business intelligence and escalation protocols through systematic analysis and process optimization, delivering measurable reduction in executive escalations and establishing new industry performance benchmarks.

Created and scaled enterprise-wide mentorship program driving 90% improvement in team productivity and career advancement metrics, with initiative becoming the organizational standard for professional development across divisions.

Sprint Preferred 1999-2001

Corporate Care Specialist

Spearheaded Fortune 500 strategic account management transformation, achieving a 98% loyalty rate by implementing innovative support frameworks and consultative client partnerships.

Architected advanced Excel-based predictive analytics platform driving 98% customer retention through real-time trend analysis, enabling data-driven intervention strategies for high-value accounts.

Led enterprise-wide optimization of corporate account protocols, achieving 97% improvement in management efficiency through the development of streamlined communication systems and cross-functional workflow enhancements.

Partnered with senior telecom executives to design and implement a comprehensive cost reduction program, optimizing resource allocation and operational workflows to deliver a significant return on investment across business units. Education

Tarrant County College

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