Ian Champlin
Colorado Springs
Summary
Dynamic Social Media Specialist at T-Mobile with expertise in customer engagement and creative problem-solving. Recognized for a proven track record in brand advocacy and effective crisis management, contributing to a positive team culture while driving performance metrics. Proficient in social media management and data analytics, successfully enhancing customer interactions and elevating brand presence. Aiming to leverage these skills to further amplify brand influence within a forward-thinking organization.
Overview
3
3
years of professional experience
Work History
Social Media Specialist
T-Mobile
01.2022 - Current
- Provides a top level of customer service by helping T-Mobile and Non T-Mobile customers with general questions about accounts, promotions and technical issues
- Assists a majority of customer base with a wide variety of issues while advocating for our brand to generate as many promoters as possible
- Work across most if not all lines of business to resolve complicated and escalated issues to ensure our #MagentaFamily are taken care of
- Takes on every customer interaction with a can do attitude to 'find the yes' for every issue, which creates win-win situations for our customers and T-Mobile by using out of the box solutions and creative thinking
- Create new training material for our local site L & D department, so they can present what T-Force is and what function they provide in the organization
Interim Social Media Senior Specialist
T-Mobile
11.2021 - 03.2022
- Effectively support culture, performance, and communication in a dynamic virtual environment
- Supporting a positive and successful work environment: celebrate, provide feedback, and embody T-Mobile Values
- Partnership with my Coach to support my team and their needs
- Expert in systems, C2 knowledge & negotiation skills
- Maintain overall queue health
- Helping Specialists with any questions they may have with resolving customer issues
- Ensure we are responding to our customers in a timely manner
- Keeping leaders apprised of current performance
- Provide feedback and verbiage to specialists who need assistance
- Keeping my team, peers, and community up to date on relevant information around the department, business & system updates, opportunities, and incentives
- Open to feedback, change, learning, creative thinking, and quickly adapting as needed
Education
GED -
High School
01.2001
Skills
- Social media management
- Content creation
- Customer engagement
- Data analytics
- Brand advocacy
- Crisis management
- Creative problem solving
- Effective communication
- Product knowledge
- Social media platforms
- Account management
- Content management
- Client relationship management
- Social media trends
- Social listening
- Social media posting
- Social media expert
- Professionalism
Hobbies and Interests
- I am a cancer survivor.
- I’m a huge music fan and a DJ Extraordinaire!
References
Ian is driven and a go getter!, David Back, Co-Worker
Affiliations
- Extremely proficient in customer interactions.
- Problem solver that uses all resources available to ensure customer satisfaction
- Driven multitasker who is able to manage multiple tasks at the same time to make sure all customer accounts are addressed and taken care of.
- Able to empathize and relate to the customer with their needs and issues.
Timeline
Social Media Specialist
T-Mobile
01.2022 - Current
Interim Social Media Senior Specialist
T-Mobile
11.2021 - 03.2022
GED -
High School
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