Customer care & team leadership
Customers, explanations and the team around them
Sales Manager
Freedom Mobile
Customer escalations, technical troubleshooting and coaching associates in a busy retail environment.
- My part
- Managed store operations, handled escalations and technical troubleshooting, and coached associates in customer communication and issue resolution.
- What I delivered
- Customer support, team coaching and work on inventory, queues and follow-up processes.
Managing a retail team brought me close to the moment when someone needs technology to make sense. At Freedom Mobile, my work included customer escalations, device and network troubleshooting, service resolution and the ordinary operations that keep a busy store running.
Helping the team help people
I led and coached associates on customer communication, explaining technical products, handling escalations and resolving issues consistently. Knowing the product was one part. Helping someone else explain it was another.
The operations underneath
I also worked on inventory, queue management, customer follow-up and support processes. Those things can look like background administration, but they shape the experience a customer has. A clear explanation and a process that carries the issue forward need to work together.
A part of my work I want to keep visible
This experience belongs alongside my later software and engineering work. It helps explain my interest in the space between a system and the people relying on it.
That can take the form of a customer conversation, coaching a colleague, investigating an issue or improving a workflow. The tools change. Helping someone find a way forward remains familiar.