Page 19 - PEAK Host Book 2018

CUSTOMER

CARE

Sharon Lavigne
Sr Expert, Account Care | Oakland, ME

Sharon is a driving force in her community for moving UP improvement month-over-month – in one quarter her
Community went from an 8.99 to 9.57 average. She uses her knowledge and provides feedback to help new
hires drive their performance. Sharon casts the shadow of a leader, has a strong work ethic, and impacts the
call center environment by sharing her passion for T-Mobile.

Kendra Martinez
Expert, Customer Resolution | Colorado Springs, CO

Kendra is willing to take on any customer situation or complex issue and does it with a smile. She is passionate
about resolution, and makes sure she’s involved through completion - always giving 100%.

Alvianca McLemore
Sr Expert, Technical Care | Nashville, TN

Alvianca delights customers with remarkable consistency. She is the definition of Un-carrier, because she
thinks and acts differently to further the business and T-Mobile. She’s a tremendous advocate for our brand.

Sylvia Mejia
Coach, Team of Experts | Mission, TX

During the TEX Transition, Sylvia took the opportunity to jump in and contribute to Mission’s overall success.
She drove continuous improvement in add-a-lines going from 2.72 in August, to 4.08 in October, and finally
6.92 in November – all the while maintaining over 9.6 in UP. Sylvia’s leadership allowed them to rise through
the ranks -- achieving #2 in September, top 30 from Sep – Nov, and finishing 65 out of 200 communities for the
year.

Jay Moore
Sr Manager, Customer Delivery | Richardson, TX

Jay thinks of the *customer first* with his many improvements to the IVR and MyMetro app, including the
customers’ ability to self-serve and initiating chat in the app - so customers never have to call. These updates
have increased self-service and saved millions of dollars.

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