Joey Powell

I’m an Operations and Strategy Supervisor who optimizes complex operations through leadership, data-driven KPI improvements, and relentless focus on customer outcomes. I build high-performing teams in demanding environments and translate performance insights into clear, aligned action for stakeholders.

At T-Mobile (formerly Sprint Corporation), I led a 12-member support team supporting 7K+ customers monthly. I drove sustained service delivery by managing results across 8+ KPIs—efficiency, service quality, customer experience, policy adherence, and resolution rates—while strengthening accountability and execution.

I coach performance in real time through structured 1-on-1s, evaluations, and development planning. I reviewed 100+ customer interactions weekly to ensure compliance and quality, identify coaching opportunities, and improve first-contact resolution, reduce repeat call volume, and increase retention.

I also streamline decision-making with weekly and monthly operational performance reporting, improving data collection and formatting to deliver actionable insights. Previously, I worked as a Technical Support and Operations Specialist, resolving billing and technical issues while recommending process improvements to leadership to boost operational efficiency.