Brian W.
T-Mobile Office of the President - Executive Response Team
- Role
- Executive Response Team Lead at T-Mobile
- Location
- Albuquerque, NM, US
- LinkedIn followers
- 500 followers
About Brian W.
I lead a team of tier one extremely talented representatives to flawlessly resolve complex issues for our customers on behalf of John Legere and the Sr. Leadership Team at T-Mobile. I guide these representatives while they resolve diverse issues brought to our attention from multiple sources including regulatory agencies, attorneys, small claims court, media outlets and arbitration agencies. I lead this team while we work together to addresd highly escalated issues in the best interest of T-Mobile customers while protecting the brand. I partner with members of local and enterprise wide leadership and legal teams to implement policies and procedures to mitigate customer dissatisfaction and to avoid to any negative impact on the brand or owners, including shareholders. I partner with senior leadership to streamline processes, recognize and implement new tools as well as streamline the workflow processes to increase productivity while increasing the quality of work. I work with our talented employee base to ensure that best practices are shared and to ensure that any recognized opportunities are appropriately addressed by setting clear expectations while working with my peers to ensure a positive work/life balance. I promote T-Mobiles UN-Carrier model by developing close relationships with peers, employees and leadership by recognizing and celebrating success and by listening to the front line employees to gather feedback regarding any opportunities they find, which may impede the ability for them to enjoy working for T-Mobile by sharing the feedback with Sr. Leadership and ensuring that all feedback is considered when drafting departmental policies and procedures.
Experience
Executive Response Team Lead
Mar 2007 — Present · Albuquerque, NM, US
Speak and act on behalf of the T-Mobile Corporate office. Direct representation of T-Mobile\'s CEO and officers. Interact one-on-one with company officers and directors to address and resolve customer concerns. • Interface with State and Federal agencies to gather, analyze, and present data to meet legal and customer service objectives.• Demonstrate analytical, problem solving, investigative and research ability by developing appropriate solutions to customer and/or business problems.• Assess highly escalated customer issues and present resolutions with minimal notice. Responsible for investigating all formal complaints filed by all regulatory agencies, responding within a specific timeframe. • Provide support and data to the T-Mobile Legal department in resolving all Small Claims, Civil Lawsuits, and Arbitration summons filed by current/former customers and former employees. • Responsible for resolving complaints forwarded to T-Mobile by a customer’s local/national media source, which are investigated and resolved with short notice.
Education
Eldorado High School
High School Diploma/GED
Central New Mexico Community College
Business, Business Administration and Management, General
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