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Samantha Frails

@samanthafrails

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Associate Coach at T-Mobile who develops sales coaching strategies and action plans to improve customer satisfaction.

United States

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At T-Mobile, I collaborate with senior coaches on strategies for new and existing employees. I coach sales associates on customer service, sales techniques, and product knowledge.

I also analyze sales data and customer feedback to identify areas for improvement and develop action plans. I share recommendations on product and sales strategies with senior leadership.

Previously, as an Account Expert at T-Mobile, I conducted account reviews and delivered presentations to prospective clients. I also streamlined customer request processes and mentored new team members.

Experience

Work history, roles, and key accomplishments

Current

Associate Coach

Current

T-Mobile

Mar 2023 - Present (3 years 7 months)

Collaborate with senior coaches to develop and implement coaching strategies for new and existing employees, improving performance and customer satisfaction. Provide coaching on customer service, sales techniques, and product knowledge, and analyze sales data to drive improvements.

Coaching Sales Customer Service Data Analysis Product Knowledge Training Leadership

Account Expert

T-Mobile

Jun 2017 - Mar 2023 (5 years 9 months)

Conducted account reviews and needs assessments to identify upselling and cross-selling opportunities. Streamlined internal processes to improve efficiency and customer satisfaction, and mentored new team members.

Account Management Upselling Cross Selling Customer Relationship Management Process Improvement Mentorship Training

Bill Collector

Contract Callers Inc.

Feb 2015 - Jun 2017 (2 years 4 months)

Conducted outbound calls to customers with past-due accounts, successfully collecting on an average of 60% of accounts each month. Negotiated payment plans and settlements while maintaining compliance and positive customer experience.

Collections Negotiation Customer Service Compliance Communication Skills

Inbound Call Representative

Sprint (Convergent Outsourcing)

Oct 2014 - Feb 2015 (4 months)

Handled inbound calls from customers with billing inquiries, technical issues, and service requests, resolving issues in a timely and professional manner. Achieved and exceeded monthly performance metrics and identified upselling opportunities.

Customer Service Call Handling Upselling Cross Selling Problem Solving Communication Skills