jannon siler

senior manager

About

I am a highly motivated, creative, and focused on delivering a consistent product of adult learners/workers that are focused on driving customer delight on each interaction. My focus is to: Organize and facilitate the learning process. Expedite acquisition of the knowledge, skills, and abilities required for effective job performance. Provide employees with career growth opportunities consistent with corporate goals, objectives, and strategies

Country

united states

City

atlanta

Industry

telecommunications

Skill

wireless, telecommunications, mobile devices, call centers, gsm, lte, team leadership, customer service, program management, customer experience, coaching, umts, project management, microsoft office, customer retention, voip, team building, management, direct sales, customer satisfaction, training, ip, business development, human resources, leadership, instructional design, troubleshooting, team management, solution selling, change management, time management, cross functional team leadership, mobile technology, crm, account management, mobile communications, sales process, service delivery, telephony, sales, 3g, employee training, strategy, product management, networking, vendor management, contact centers, strategic planning, performance management, agile and waterfall methodologies

Experience

senior manager

learning and development performance manager -global care

t-mobile

2014-4 - 2019-4 · 5 yrs 1 mo

* Support and partner with Service Partner Site leadership teams to meet or exceed customer expectations, maximize revenue opportunities, and delivering both at the lowest possible cost. * Managing and developing training staff (training manager, trainers, training assistants and support staff) to meet and exceed training requirements set by enterprise to be able to service customers * Conduct long term strategy planning including disaster recovery, agent efficiency through cross training, and support of business and budget goals. * Achieve and maintain a high level of knowledge of the competitive marketplace and the changing wireless environment to enable protection of market share and achieve customer retention goals. * Identify opportunities for technology improvements for productivity/service improvements. * Resolve operational and interdepartmental issues. * Serve as a Subject Matter Expert for multiple lines of business (@Work, Retention, Pay in Advance, General Care, SCNC, Activations, Telesales)

assistant director of jaguar student center

augusta university

2006-12 - 2007-8 · 9 mos

customer care coach

t-mobile

2010-3 - 2012-11 · 2 yrs 9 mos

* Strong commitment to world class customer service * Superior oral and written communication skills * Superb leadership and interpersonal skills * A knack for effective time management, organization and prioritizing * Two to five years customer service * One to two years management/supervisory experience leading teams (call center environment preferred) * Team facilitation and training skills * Strong decision making, change management and negotiation skills * Ability to work well and quickly under pressure