Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Mindi Simons

Mindi Simons

Aurora,CO

Summary

Experienced Quality Analyst with excellent computer system quality analysis experience. Talented at interpreting complex data, analyzing test procedure improvements and investigating product and service failures. Skilled critical thinker with expansive mathematical abilities.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Quality Analyst

T-Mobile
Remote
03.2020 - Current
  • Complete deep dive reviews of Executive Escalations.
  • Authored customer journey's for the President and CEO.
  • Investigate escalated customer journey's to identify people, process, and system opportunities to enhance the customer experience.
  • Provide feedback to site leadership when representative opportunity exist.
  • Assist with monitoring inbound and outbound calls made by 1000+ employees to provide constructive feedback.
  • Collect and analyze activity data and initiated, develop and recommended improvements to systems, processes and procedures to increase productivity and reduce cost.

Care Business Analyst I

Sprint
Remote
05.2015 - 03.2020
  • Assist with coaching in providing real-time support and with the development of representatives.
  • Assessed impact of current business processes on users and evaluated potential areas for improvement.
  • Developed and controlled execution of reporting and analytics for multiple operations departments.
  • Advised senior managers on policy strategies for reducing liability and preventing losses.
  • Built and harmonized operations reports for team leaders, senior managers and executives, supervising automation of reports and data sources to eliminate errors.

Wireless Dedicated Support Specialist

Sprint
Englewood, CO
04.2006 - 05.2015
  • Managed a portfolio of accounts on the West Coast.
  • Handled claims according to internal risk management policies, keeping liability minimized by leveraging expertise and available tools.
  • Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
  • Followed up with client to verify optimal customer satisfaction following support engagement and problem resolution.
  • Trained and mentored new employees; kept employees up-to-date on policies and procedures.

Financial Care Representative

Nextel Communications
Lone Tree, CO
01.2002 - 04.2006
  • Handled over 50 basic financial service calls per day plus any additional duties that were needed.
  • Collect and negotiated payment arrangements on past due accounts in the shortest amount of time possible.
  • Provided customer satisfaction through effective and timely resolution of a variety of customer inquiries and billing disputes.
  • Meet quality standards.
  • Demonstrate positive and cooperative behavior with customers and coworkers.

Education

High School Diploma -

Hinkley High School
Aurora, CO
05.2001

Skills

  • Time Management Skills
  • Organizational Skills
  • Communication Skills
  • Analytical and Strategic Thinker
  • Creative problem solver
  • Works Independently
  • Self-Starter
  • Fast learner
  • Hard working
  • Motivated
  • Multi-Tasker
  • Proficient in Microsoft Office programs to include Excel, Word, and PowerPoint

Certification

GoSkills Certificate Number 42982483 for Microsoft Excel - Basic & Advanced course was completed on March 29, 2021 with a exam score of 91%.

Timeline

Quality Analyst

T-Mobile
03.2020 - Current

Care Business Analyst I

Sprint
05.2015 - 03.2020

Wireless Dedicated Support Specialist

Sprint
04.2006 - 05.2015

Financial Care Representative

Nextel Communications
01.2002 - 04.2006

High School Diploma -

Hinkley High School

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Mindi Simons