Open to opportunities

Iris Seawright

@irisseawright

Message

I build high-performing customer service teams that improve retention, loyalty, and end-to-end customer experiences.

United States

Message

What I'm looking for

I'm looking to lead customer experience or customer success teams where I can use retention strategy, performance data, coaching, and cross-functional collaboration to improve loyalty and customer outcomes.

I've spent 17+ years at T-Mobile improving customer retention, loyalty, and satisfaction across customer service operations.

As an Associate Manager, I led and coached customer-facing representatives, using performance data and individual development plans to strengthen team and customer outcomes. I also served as a TOPs Digital Experience Champion, gathering customer and usability feedback and turning it into coaching and process improvements.

Previously, I owned first-call resolution and the customer lifecycle as a Team of Experts Lead, from new activations through cancellations. I partnered on product-launch marketing, recruited and trained new team members, and held P&L responsibility for my assigned community.

Throughout my T-Mobile career, I've resolved escalations, analyzed loyalty-program performance, launched customer engagement campaigns, and streamlined service processes to reduce resolution times.

Experience

Work history, roles, and key accomplishments

Associate Manager

T-Mobile

Apr 2021 - Jan 2026 (4 years 9 months)

Led and coached a team of customer-facing representatives, driving performance and engagement. Selected for the company-wide 'TOPs Digital Experience Champion' pilot program, leading digital-experience initiatives and translating insights into coaching and process improvements.

Team Leadership Coaching Performance Management Digital Experience Customer Experience Process Improvement Training Data Analysis