Tenitia Grice
Moncks Corner
Summary
Dedicated and results-driven Customer Service Supervisor with over 14 years of experience in a high-volume call center environment. Proven ability to lead teams, improve customer satisfaction, and consistently meet or exceed performance goals. Strong background in coaching, conflict resolution, and operational efficiency within the telecommunications industry.
Overview
13
13
years of professional experience
2010
2010
years of post-secondary education
Work History
Customer Service Supervisor
T-mobile
North Charleston
04.2023 - 01.2026
- · Supervised, coached, and motivated a team of customer service representatives· Monitored key performance metrics including call quality, CSAT, adherence, and productivity· Conducted one-on-one coaching sessions and performance evaluations· Handled escalated customer concerns with professionalism and empathy· Implemented training strategies to improve service quality· Assisted with scheduling, workforce management, and onboarding· Ensured compliance with company policies and quality standards
Associate Coach
T-Mobile
North Charleston
01.2019 - 04.2023
- Provide Real-Time Team Support
Offer support during live interactions, helping team members navigate customer issues and troubleshoot in the moment.
Perform side-by-sides (listening to live calls or chats alongside team members).
Handle escalated calls and kudos calls (positive recognition follow-ups).
Assist with quality review callbacks (e.g., QR callbacks) and tracking quality scores.
Mentoring and Development
Mentor and help develop customer service or sales experts by providing call feedback, coaching tips, and performance insights.
Shadow leadership during coaching sessions and learn coaching methods (leadership development focus).
Participate in feedback sessions, documentation, quality scoring, and trending performance data.
Support Team Performance & Customer Experience
Influence customer experience by guiding team behavior toward effective service delivery.
Help improve overall quality and reduce escalations through skillful coaching and support.
Partner with lead coaches or managers to implement strategies and support team goals.
Continuous Learning & Compliance
Complete required training to stay current on systems, products, processes, and company culture.
Maintain proficiency on tools like Windows, Microsoft Office, customer service systems, and internal platforms (as required).
Customer Service Representative
T-Mobile
North Charleston
11.2012 - 01.2019
- · Delivered exceptional customer service through high-volume inbound and outbound calls· Resolved billing, technical, and account-related inquiries· Met and exceeded performance goals for quality and efficiency· Maintained accurate customer documentation· Built rapport to promote customer retention
Education
Fort Dorchester High School
North Charleston, South CarolinaSkills
Call Center Operations, Team Leadership & Coaching, Customer Escalation Management, Performance Monitoring, Quality Assurance, Conflict Resolution, Training & Development, Time Management, Customer Retention, Multitasking
Timeline
Customer Service Supervisor
T-mobile
04.2023 - 01.2026
Associate Coach
T-Mobile
01.2019 - 04.2023
Customer Service Representative
T-Mobile
11.2012 - 01.2019
Fort Dorchester High School