DEANNA ROGERS
Clinton
Summary
Dynamic professional with a proven track record at T-Mobile, excelling in team leadership and performance coaching. Adept at utilizing dispatch software to enhance operational efficiency and drive process improvements. Recognized for achieving an 80% customer retention rate, showcasing exceptional problem-solving and effective communication skills.
Overview
25
25
years of professional experience
Work History
SUPV FIELD OPERATIONS SUPPORT
Lumen
Sioux Falls
05.2015 - Current
- Navigated challenges during transition from WFA to Salesforce, enhancing operational efficiency through streamlined processes and system improvements.
- Assisted in developing Sioux Falls dispatch center, achieving cost savings by consolidating four individual centers into one location.
- Coached and developed direct reports, ensuring awareness of current process changes and system issues.
- Completed day-to-day duties with accuracy and efficiency.
- Collaborated effectively with diverse coworkers to achieve goals and resolve product and service-related issues.
Dispatch Specialist
CenturyLink
Columbia
06.2013 - 01.2015
- Transferred from Centurylink in Columbia Mo to Sioux Falls SD to help start the new center learning all new dispatch systems and help train new employees.
- Managed technician assignments and coordinated with field supervisors to ensure full daily workloads and address challenges throughout 14 states.
- Utilized dispatch software to effectively track and prioritize service calls. Working in both CRIS and ENS systems
Customer Service and Sales Supervisor
T-MOBILE
Lenexa
01.2009 - 12.2012
- Coached at-risk CSRs with targeted feedback, transforming call center from low performance to #2 nationally.
- Recognized CSRs exceeding customer satisfaction goals, motivating top performance and delivering A+ service to customers.
- Supervised up to 15 representatives and provided timely, accurate feedback on job performance.
- Handled customer complaints calmly in high-pressure situations, achieving one-call resolution and enhancing customer satisfaction.
Customer Loyalty Specialist
T-MOBILE
Lenexa
01.2007 - 12.2009
- Consistently exceeded the retention goal of 77% by reaching an 80% retention rate thus reducing the company's churn rate.
- Secured customer loyalty by issuing 2-year contracts, promoting long-term engagement with T-Mobile services.
- Resolved customer complaints using resources and negotiation skills, enhancing customer satisfaction and retention for T-Mobile across the U.S.
Customer Service Representative
T-MOBILE
Lenexa
01.2005 - 12.2007
- Led the call center in customer service by resolving a variety of customer inquiries such as technical and billing questions. I attained top 10% ranking in the call center multiple times.
- Informed customers about account details and recommended service enhancements to improve overall satisfaction.
- Updated knowledge on emerging technologies to effectively sell products and services, ensuring customers maximized their service benefits and contributing to J.D. Power Best in Customer Service recognition.
Loss Mitigation Agent/Loan Officer
CITIFINANCIAL
Prairie Village
01.2002 - 12.2005
- Tracked and maintained company’s high profile 1st mortgages, safeguarding largest portfolio and ensuring asset retention aligned with company interests.
- Exceeded company expectations for bringing in personal loans and refinancing current mortgages which led to our branch being #1 in the region.
- Originated personal loans, refinanced mortgages for current customers and solicited new customers to build business.
- Analyzed delinquent mortgage accounts and coordinated actions to prevent foreclosure.
Customer Service Analyst
SPRINT
Warrensburg
01.2001 - 12.2002
- Reviewed incoming orders and tickets across 13 states and 1800 Sprint exchanges to ensure accurate technician dispatch, minimizing unnecessary dispatches.
- Managed after-hour calls and coordinated technician dispatch in 18 states to address emergency situations and support service continuity for residents and businesses.
- Managed after-hour calls and coordinated technician dispatch in 18 states to support emergency situations.
- Delivered terminal support for technicians in the field, resolving handheld issues to ensure timely service completion.
Education
High School -
Leeton High School
Leeton, MOSkills
- Dispatch software
- Team leadership
- Performance coaching
- Process improvement
- Problem solving
- Time management
- Multitasking skills
- Effective communication
Professional Development
- Customer Service to Sales training
- Senior Rep Academy
- Certified Collections Counselor
- Casualty Insurance Training
Timeline
SUPV FIELD OPERATIONS SUPPORT
Lumen
05.2015 - Current
Dispatch Specialist
CenturyLink
06.2013 - 01.2015
Customer Service and Sales Supervisor
T-MOBILE
01.2009 - 12.2012
Customer Loyalty Specialist
T-MOBILE
01.2007 - 12.2009
Customer Service Representative
T-MOBILE
01.2005 - 12.2007
Loss Mitigation Agent/Loan Officer
CITIFINANCIAL
01.2002 - 12.2005
Customer Service Analyst
SPRINT
01.2001 - 12.2002
High School -
Leeton High School