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Bianca Jenkins

Analyst, Employee Experience

T-Mobile

Technologies

My Portfolio Highlights

My New Course

Introduction to Data Science in Python

My New Workbook

Employee Database

My New Course

Introduction to Data Science in Python

Curious explorer of data landscapes, seeking hidden treasures.

My Work

Take a look at my latest work.

course

Introduction to Data Science in Python

course

Intermediate SQL Queries

DataLab

Employee Database

course

Introduction to Data Science in Python

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

Courses

Introduction to Data Science in Python

Intermediate SQL Queries

Courses

Introduction to Data Science in Python

Intermediate SQL Queries

My Work Experience

Where I've interned and worked during my career.

T-Mobile | Jan 2023 - Present

Analyst, Employee Experience

N/A

T-Mobile | Jan 2021 - Jan 2023

Sr. Operations Specialist, Talent Management

• Analyzed data derived from talent review, competency, performance management, and mentoring programs via Excel and Power BI on weekly, monthly, and ad-hoc cadences to provide reporting to the 750+ HR partner organization for the 75,000 employees represented in each program. • Designed quarterly scorecards using PowerPoint and Excel to highlight goals and results for 4 programs to provide an overview of progress for top metrics for each program. • Rebuilt process for 360° feedback sessions which improved communications, data process, and overall end to end process for the program team and the employee population. • Built and manage 10 surveys via Alchemer/SurveyGizmo to gauge effectiveness of virtual instructor lead trainings s and web-based trainings, then provide analyzed data to the corresponding program manager.

T-Mobile | Oct 2019 - Jan 2021

Interim Operations Specialist, Talent Management

• Managed the virtual learning environment in Cornerstone and LMS deploying 3 trainings to 75,000+ employees. • Managed existing curriculum of 10 events and registered over 75,000+ participants. • Executed logistics-virtual classroom, deploy ILTs, event management, and communications. • Negotiated contracts, catering, materials, and supplies for multiple sessions in different regions.

T-Mobile | Apr 2018 - Jan 2021

Customer Resolution Expert (Formerly Specialist, Solution Center)

• Analyzed and researched 20+ highly escalated customer concerns a day using company systems to provide one-time resolution to customers which helped to increase retention, satisfaction, and build strong relationships. • Communicated data analysis insights regarding community trend, and shared best practices using Excel to drive change to outliers impacting retention, callbacks, and talk time across markets for 8 teams. • Leveraged several stretch assignments and development programs to develop leadership and analytical skills.

T-Mobile | Jun 2020 - Dec 2020

Interim Operations Specialist, Human Resources Leadership Facilitation

· Created applications via Microsoft Forms for stretch programs · Maintained and kept facilitation calendar up to date. · Tracked applications submitted, maintains status updates, and schedules interviews. · Created one-pagers for programs. · Maintained SharePoint website.

T-Mobile | Jan 2019 - Aug 2019

Product Champion (TOPs)

· Accepted into Team of Pros (TOPs) program: A top of the line experience and networking opportunity for high performing front-line employees with an acceptance rate of 19%. · Provided recommendations for over 550 marketing messages to stakeholders to complete a delayed message plan. · Provided feedback to the Service Messaging team on how verbiage will impact the customer experience. · Submitted BNE intakes and lab intakes to acquire new service grades for new production messages or updated verbiage for current messages. Partnered with Brand to create verbiage for new messages. · Created weekly status reports for assigned product and created process documents for the reports. · Utilized flows to create the end to end user experience for UX review and approval.

T-Mobile | Oct 2018 - Jan 2019

Intern, Business Support Analyst

· Researched and responded to escalations submitted within site concerning promotions, features, warranty exchanges, and one-off situations. · On call to provide analysis and reporting to all levels of leadership. · Assisted in the war room during major device launches. · Constructed and built tools for site and leadership using Microsoft Forms, Excel, and SharePoint.

T-Mobile | Dec 2017 - Mar 2018

Interim Coach, Solution Center

• Led a team of 15 representatives and 1 Senior Representative by utilizing effective coaching to provide weekly positive and constructive feedback to exceed quality and one call resolution goals by 8% each month and minimize call escalations. • Created productive relationships with all levels of leadership and support teams to assist with meeting site goals by creating analysis plans for representatives to follow in order to find outliers. • Influenced 16-member team to improve attributes and skills for new job role while creating a transition process to assist leadership and Solution Center representatives in understanding goals and tasks for the new role.

T-Mobile | Sep 2016 - Mar 2018

Specialist, Solution Center

· Worked directly with Team of Experts coaches and team managers to improve efficiency and resolution. · Analyzed high balance accounts accumulated from roaming and international calling to ensure customers are aware and help find solution for charges. · Supported T-Force when needed with assisting customers who needed help through social media. · Analyzed deceased customer documents sent in by friends and family of deceased billing responsible party.

T-Mobile | Aug 2017 - Nov 2017

Interim Senior Representative, Solution Center

· Partnered with coach in providing real time support, coaching and feedback to representatives ensuring that departmental goals were met. · Responsible for helping track and ensured full resolution on issues coming into and going out of the center. · Assisted with researching and resolving Director and above level escalations.

T-Mobile | Apr 2016 - Sep 2016

Team of Experts Account Specialist

Provided customer satisfaction through effective and timely resolution of a variety of customer inquiries. · Built a rapport with customers and proposed different products and services based on their account history to help minimize their monthly bill. · Performed basic troubleshooting on customers' devices. · Evaluated customers account for sales opportunities to ensure sales metric is met every month.

T-Mobile | Jun 2013 - Mar 2016

Financial Care Specialist

• Responded to inbound service calls in a fast-paced, high-volume call center • Offered resolutions for T-Mobile customers with past due accounts, billing disputes and other financial inquiries. • Evaluated and modified accounts based on customer's request. • Built a rapport with customers and proposed different products and services based on their account history to help minimize their monthly bill • Balanced the customer's needs against T-Mobile's credit and fraud policies and risk procedures. • Negotiated payment Arrangements and collected payments on past due accounts. • Met department productivity and quality standards.

Pilot Flying J | Jun 2006 - Jun 2013

Cashier

•Assisted management with supervisory duties such as handling customer complaints and training of upper management. •Trained new cashiers to use POS system and proper greetings to customers. •Daily use of answering phones, sending faxes, and making copies for customers and management. •Operated cash register •Assisted on a weekly basis with managing shelves and inventory.

My Education

Take a look at my formal education

Data Science for All by Correlation One | 2022

Master of Business Administration - MBA, Human Resources · (DecemberPurdue University Global | 2022

Bachelor of Science (BS), AccountingUniversity of Alabama at Birmingham | 2013

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