Christina Shorter

  • Human Resources Specialist
  • Sep 21, 2022
Full time Admin and Relations

Personal Summary

Expertise

Microsoft Office: Word, Excel, Outlook,
Teams, PowerPoint
Power BI and Tableau
Strategic Sales and Marketing
Data Analytics
Project Management
Effective verbal and written communication
Professional and strong work ethic
Problem solving
Team building

Administrative Liaison
Operations Management
Employee Training and Development
Presentation Skills
SharePoint

LinkedIN

www.linkedin.com/in/christina-prophet-
shorter-ab23a036
Christina P. Shorter

Determined and driven professional with over 11 years of experience in customer
service, technical support, and training and development. Adds energy and
positivity using organizational skills and strategic thinking. Works closely with
teams to provide a phenomenal and out of the box customer experience. Proficient
in emotional intelligence and inspirational leadership. Encourages conflict
resolution.

Work Experience

Associate Trainer
Oct 2021 - Aug 2022 T-Mobile

Call Center
Resolved pain points for escalated customers with care.
Trained new hire teams of 16 for 10 weeks for roles in account care and technical care.
Demonstrated interpersonal skills through active listening, empathy, and assurance of help to nurture customer relationships.
Administrative liaison to Senior Trainers.
Provided ongoing training for experts in production.
technical care responsibilities by supporting customers and peers.
Facilitated additional trainings to assist low performing representatives.
Encouraged a positive work environment while supporting all partners in Team of Experts.

Impacted sales performance with training recommendations leading to increased revenue.
Provided real time coaching to correct or prevent counterproductive behaviors.

Senior Expert
Mar 2018 - Oct 2021 Technical Care- T-Mobile

Call Center
Responsible for supporting customers and peers.
Used company account management system for visual audits to address, correct, and prevent customer device and network issues.
Encouraged a positive work environment while supporting all partners in Team of Experts.

Set goals and monitored metrics.
Proficient in working with escalated customers in difficult situations to provide
personalized resolutions.
Partnered with engineers on coverage solutions.
Ran diagnostics and completed troubleshooting for device and system related issues.

Employee Success Partner Intern
Jan 2020 - Apr 2020 T-Mobile

Call Center
Worked within Human Resources to facilitate My Secure Advantage (MSA) Webinars.
Created a unique and successful health challenge with active engagement across the Georgia
Call Center.
Hosted several events that deepened the employee/employer relationship
Sent weekly site communications informing employees of company benefits.
Administrative support, Prepared reports and documents for the site.

crew
Jan 2016 - Sep 2016 T-Voice- T-Mobile

Augusta, GA Call Center

T-Voice provides a hub to bridge gaps in business and resolve customer pain points.
Proudly served Augusta Nation's second official T-Voice crew.
Gathered feedback from care employees and presented it on national calls.
Developed and facilitated many table days and events to help positively impact

client/company connections

Customer Service Representative
Feb 2013 - Mar 2018 T-Mobile

Call Center

Used problem solving skills and technique to provide lasting resolutions for T-
Mobile customers.
Managed confidential company and customer information.
Organizational, communications, and technology skills.
Visual audits
Account management and maintenance

Education

Bachelors of Arts - Organizational Management
- Jan 2020 Ashford University (University of Arizona Global Campus)
Music
- Jan 2004 Augusta University