NeTasha McClure

Results-driven T-Mobile Dedicated Expert with 7+ years of frontline customer support and sales experience and 1 year of offline/back-office expertise. Proven ability to resolve complex customer issues, drive customer satisfaction, and exceed sales performance metrics. Skilled in account management, technical troubleshooting, and delivering personalized customer experiences in high-volume environments.

Dedicated Expert at T-Mobile (2018-06 – Present)

• Delivered personalized customer support to high-value T-Mobile Business customers, ensuring first-call resolution and high satisfaction scores.
• Managed billing inquiries, technical troubleshooting, and account updates with accuracy and efficiency.
• Consistently exceeded performance metrics including CSAT, retention, productivity and sales goals.
• Built strong customer relationships, increasing loyalty and reducing churn.
• Improved processes by identifying recurring issues and recommending solutions.
• Collaborated with cross-functional teams to resolve escalated and complex issues.
• Collaborated with Sales Engineers and outside sales partners to introduce new products, services, and solutions.
• Communicated effectively with back-office teams to close service and solution gaps.

Offline/Back Office Expert at T-Mobile (2018-05 – 2019-06)

• Resolved escalated customer cases requiring detailed research and follow-up.
• Handled billing disputes, account corrections, and service issues behind the scenes.
• Ensured timely resolution of tickets while maintaining high accuracy standards.

Associates of Science Degree – Chattanooga State Technical Community College