Kent Bailey

About the Candidate

As a seasoned sales manager, customer loyalty expert, and training specialist of over 12 years with T-Mobile, it is my passion to support individuals and companies in achieving their peak performance.

WORK EXPERIENCE

T-Mobile – Trainer – Care
February 2022 – Current

•Deliver/facilitate new hire training to classes of up to 20, using the provided 9 week curriculum
•Develop new training materials, courses and facilitation guides to align with site performance and opportunities. Trainings provided to site of over 500 frontline employees and 80+ leaders
•Effectively develop CSR’s new hire training by assisting new CSR’s in call handling guidelines and answering general questions and giving suggestions to improve call quality during new hire training. Utilized live observations and KPIs to ensure CSR’s were achieving desired performance
•Facilitate continuing education classes to existing CSR’s for new products, features, and services, customer service skills and market launches. Classes were scheduled as necessary in partnership with local Senior Management and Resource Planning teams
•Achieve and maintain a significant level of knowledge of customer service center operations, processes, new hire and continuing education training, methods and procedures through site management meetings, company prescribed trainings, real-time job shadowing of current leaders, and self-paced continuing education

T-Mobile – Customer Loyalty Manager
March 2021 – January 2022

•Responsible for the LA South migration effort of over 100k Sprint subscribers to the T-Mobile system through a mix of account and network changes
•Coach frontline managers, District Managers and direct report teams to improve business analysis and build effective action plans for over 115 stores, and over 800 employees
•Create and present weekly meetings focused on the advancement of key loyalty metrics, reduction of customer churn, network migrations, Medallia & NPS feedback, and in-store operational changes
•Supported frontline team members through training of operations, technical troubleshooting, and customer resolution. Stepped in to resolve escalated customer situations through virtual and face-to-face interactions

T-Mobile-Retail Integration Leader
August 2020 – February 2021

•Supported direct integration of T-Mobile & Sprint business processes within 10 different locations and over 100 frontline employees
•Performed in-store visits and observations, to uncover potential roadblocks and built pre-emptive strategies to achieve success.
•Partnered with local Territory Manager to assist 3rd party stores with integration
•Utilized internal resources and collaboration with District Managers, to create content for new tools and training materials to ensure frontline employees understood new store operations, sales systems, and company culture. Training materials were adopted and shared throughout the Market of more than 50 stores and over 500 employees.

T-Mobile – Retail Store Manager
April 2013 – August 2020

•Provided high level customer experience by ensuring my team was knowledgeable about products, engaging with customers, and equipped to problem solve situations. Success was evident through repeated months and years of 80+ Net Promoter Score and positive Customer Port Ratios of over 1.9 with all major competitors
•Motivated, coached, and trained teams of 18 direct reports to achieve peak results. Supported development that resulted in numerous promotions to Assistant Manager, and Store Manager positions for my team
•Delivered store results in key performance indicators for Growth, Revenue, Customer Experience and Operations that led to multiple stores I managed becoming High Volume, and ranked in the top 10 within a Market of over 100 stores
•Created data analysis tools that were utilized and made best practices across the region. Analyzed daily and monthly KPIs to reduce gaps between top & bottom performers and drive accelerated performance