Rosie K. Guy
Charlotte
Summary
With over eight years in consumer tech support, billing, and sales, I am committed to helping customers feel supported, informed, and valued. I have experience leading teams, including supporting the launch of the first corporate Metro by T-Mobile location in North Carolina. I thrive in team engagement; cross collaborating with teams to streamline processes, strengthen service quality, and encourage customer loyalty. In my current role as a finance professional I excel providing quality customer service educating clients’ on digital solutions for everyday needs. Exceeding the district goal in my branch at Wells Fargo, I lead in warm client introductions and referrals leading to successful results by establishing strong client relationships through rapport and reinforcing company value. My approach is rooted in ongoing professional development, goal oriented initiative, and consistently exceeding customer expectations.
Overview
8
8
years of professional experience
Work History
Branch Teller
Wells Fargo
Kannapolis, NC
10.2024 - Current
- Utilized professional phone etiquette to assist clients effectively. Applied active listening and probing questions to uncover client pain points. Provided solutions by educating clients on available digital tools for routine tasks.
- Assisted in navigating digital systems to manage and authenticate client accounts. Supported research of account inquiries using MS Office tools. Communicated findings to appropriate company channels when clients referenced issues.
- Compiled and communicated reports detailing potential risks and losses to relevant company channels via bloc forms, military unit action reports, and emails.
- Assisted in navigating digital platforms for routine and complex account maintenance. Utilized Salesforce CRM for profile updates, communication updates, card maintenance, and account inquiries including card replacement. Provided customers with detailed summaries of account changes.
Customer Experience Team Lead
T-Mobile
Fort Mill, SC
04.2021 - 10.2024
- Leveraged digital systems and AI tools including Salesforce CRM, Edge Rise, and Glean to resolve clients' account, billing, promotional discrepancies, and network issues in a single interaction.
- Collaborates with various teams utilizing Slack channel, Outlook, Zoom, and direct calls to foster team engagement or promote customer resolutions.
- Follow up with clients’ to promote customer experience and ‘customer focused culture’ resulting in consistent promotor score result metrics.
Retail Assistant Manager
Metro by T-Mobile
Charlotte, NC
11.2017 - 04.2021
- Leveraged digital systems and AI tools including Salesforce CRM, Edge Rise, and Glean to resolve clients' account billing, promotional discrepancies, and network pain points in a single interaction.
- Coordinated team interactions across multiple platforms, including Slack, Outlook, and Zoom, to drive engagement and support customer resolutions.
- Follow up with clients’ to promote customer experience and ‘customer focused culture’ resulting in consistent promotor score result metrics.
Education
Bachelor of Arts - undefined
Central Piedmont Community College
10.2024
Highschool diploma -
San Diego Virtual Highschool
La Mesa, CA06.2015
Skills
- Customer Engagement
- Leadership
- Project Management
- Adaptability
- Time Management
- Problem-Solving, Critical Thinking, Strong Judgement
- Active listener & Strong Communicator
- Computer Literacy
- Team Engagement & Cross Collaboration
- Detailed
- MS Experienced
Accomplishments
- Partnered in launch of ‘Metro Masters’ Training Program
Professional Development
- Metro Masters Training Program - assisted in launch and participant
- Winner’s Circle recipient: Metro by T-Mobile 2019, 2020. T-Mobile, 2022, 2023
- Wells Fargo Mentorship Program
Timeline
Branch Teller
Wells Fargo
10.2024 - Current
Customer Experience Team Lead
T-Mobile
04.2021 - 10.2024
Retail Assistant Manager
Metro by T-Mobile
11.2017 - 04.2021
Bachelor of Arts - undefined
Central Piedmont Community College
Highschool diploma -
San Diego Virtual Highschool