Briana Johnson
Moncks Corner
Summary
Team Manager in the business to retain customers for life, with a strong background in leading people, driving customer loyalty initiatives, and managing complex workflows. Skilled at organizing priorities, coaching high-performing teams, and executing strategic initiatives from planning through delivery. Ready to bring proven leadership and problem-solving skills into a project management role to deliver results and improve outcomes.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Project Team Manager, Loyalty
T-Mobile
06.2025 - Current
- Led employee relations through effective communication, coaching, training, and development.
- Oversaw day-to-day operations within the Loyalty team, focusing on retaining high-value customers and reducing churn.Developed team skills in positioning loyalty programs, protection plans, and digital tools (such as T-Life and P360) to improve customer engagement.
- Partnered with cross-functional teams to implement strategies that increased save rates, boosted customer lifetime value, and reinforced brand loyalty.
- Drove adoption of loyalty initiatives, including special promotions, High-5 behaviors, and retention campaigns.
- Analyzed performance reports, identifying trends in call quality, customer pain points, and opportunities for process improvement.
Supervisor, Coach
T-MOBILE
08.2019 - Current
- Promoted a positive work environment through open communication, fostering team collaboration, high morale, and a culture of mutual support.
- Collaborated with cross-functional teams to address recurring customer concerns, resulting in improved service quality and customer satisfaction.
- Demonstrated exceptional problem-solving skills by promptly resolving escalated customer issues, ensuring solutions aligned with customer needs and company policies.
- Enhanced team productivity by providing regular coaching, feedback, and conducting performance evaluations to identify areas for improvement.
- Reduced employee turnover by fostering a supportive culture focused on professional growth, recognizing achievements, and encouraging innovative solutions for continuous improvement.
- Maintained comprehensive knowledge of company products and services, effectively communicating updates and changes to the team, ensuring alignment and preparedness.
Senior Representative
T-MOBILE
08.2017 - 08.2019
Closed Loop, Representative
T-MOBILE
02.2015 - 08.2017
Customer Service Representative
T-MOBILE
03.2014 - 02.2015
Education
Bachelor of Business Administration And Management -
University of Phoenix
Phoenix, AZ03-2026
Skills
- Effective leadership
- Coaching and mentoring
- Task delegation
- Meeting facilitation
- Teamwork and collaboration
- Team management
Accomplishments
- Launched the transformation from Closed Loop to Loyal-T
- Launched sales team (Magenta Glove) within Closed Loop and (Home Internet) within TEX
- Excellence in Action - 12/2024
- 2x InList Winner
- 5x Winner Circle / Best Winner
- Multiple ChuckTown / Directors cut Winner
Certification
- L.E.A.D, T-Mobile, 2024
- Manager Mastery, T-Mobile, 2020
- Teach em to Fish, T-Mobile, 2019
- Project Ignite, T-Mobile, 2018
Timeline
Project Team Manager, Loyalty
T-Mobile
06.2025 - Current
Supervisor, Coach
T-MOBILE
08.2019 - Current
Senior Representative
T-MOBILE
08.2017 - 08.2019
Closed Loop, Representative
T-MOBILE
02.2015 - 08.2017
Customer Service Representative
T-MOBILE
03.2014 - 02.2015
Bachelor of Business Administration And Management -
University of Phoenix
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