John Wilcher

About John Wilcher

John has more than 10 years of experience in Wireless Technology/IT sales and support. John has held roles in IT Support and Network Operations.

Experience

1. Loyalty Expert

   T-Mobile

   Jun 2025 — Present · Tampa, FL, US

   Resolve product or service problems by clarifying customer concerns, determining the root cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution on inbound and outbound work.•Identify potential issues before they become problems, troubleshoot effectively, and proactively address customer concerns through the elevated access and comprehensive use of multiple computer systems and tools.•Educate customers about product features, benefits, and services to enhance their understanding and usage, thereby improving overall satisfaction and loyalty.•Manage a diverse portfolio of customer accounts by identifying and exploring revenue and service enhancement opportunities, assisting with activations, payment arrangements, and other collections activities as appropriate.•Completes training requirements to learn new skills and processes, grow knowledge of systems, and develop proficiency in company values, organizational requirements, and competencies needed for the Loyalty Expert role.•Adaptability Flexibility to adapt to changing situations, new technologies, and evolving customer needs while maintaining a high level of performance.Technical Proficiency Skilled in using various computer and software applications, often simultaneously, to manage and resolve customers inquiries and issues.

Education

• DeVry University

  Associates in Applied Science

• DeVry University

  Bachelor of Science - BS

Skills

• Windows
• IT Solutions
• Time Management
• Recruiting
• Cisco Wireless
• Mac
• Microsoft Powerpoint
• IT Strategy
• Start-Ups
• Computer Hardware
• Retail Sales
• Client Prospecting
• Leadership
• Active Directory Experience
• Client Services
• Social Skills
• Product Marketing
• Social Networking
• Social Media Marketing
• IT Service Management
• Account Management
• Microsoft Word
• Team Leadership
• Wireless
• Client Liaison
• Networking
• Network Hardware
• Social Media
• Wireless Communications Systems
• Hardware Support
• Help Desk Support
• Customer Service
• Windows 7
• Team Building
• IT Hardware Support
• Active Directory
• Problem Solving
• Telecommunications
• Client Development
• Wireless Routers