mobile expert

retail sales associate

sales representative

associate

sales associate

T-Mobile

PART 1/2

Through training of this company I was lead to believe this was such a fantastic , and amazing place to work, with great pay, benefits and values, but just outside of training, I realized this was all false.

Lets start with the position itself. Customer Service Representative II (CSRII) or a Retention Rep. Your work come into play when someone, usually angry, calls in and states they want to cancel service... At least, that's whats supposed to happen. 50% of the calls I received were people looking for free stuff, or transfers from other representative in other department who have no idea what they are doing, often making false promises of what I would be providing for the customers. The Salem, Oregon call center is the only center for the company that is only retention, all other call centers hire as a General Care Representative or Customer Service Representative I (CSRI) (unless they provide technical support, fraud care, etc) to begin and CSRII is a promotion that you can get after 6 months, but usually a year or more later. 6 months to a year or more of learning rules of the company, getting familiar with the systems, etc. In Salem, you are dropped right into the position of a CSRII and expected to preform at the same level of these tenured representatives.

The expectations of a CSRII are unreasonable, even for a tenured representative. Not only are your calls timed to the second (499 seconds is your average goal for calls every day), you have goals for the number of cancels per hour, saved customers, contract renewals, etc. Each team has a billboard with everyone's name and all of their stats, like some kind of sporting event to make us all competitive and judgmental of one another. It becomes very apparent that that people doing extremely well in their statistics are obviously doing so by breaking rules and making false promises, this becomes very apparent when you receive a call that was previously documented by one. You will know because the top reps of the call center's names and pictures are everywhere. They are treated like royalty, gifted tons of merchandise from the company, and though no one will admit it, are the first picks when getting desired days off. You will become very familiar with the names of these people, so when you get a call from a customer who has just spoken to them a few days prior you realize how they work. I cant even count how many times I have gotten someone call into me and say they had just been on the phone with so and so who promised this and that and for that reason they were willing to sign a new contract with the company, but when you look at the notes left by the previous rep, there is no or very little information. You are taught by the company to not believe anything a customer says unless it is written down by a previous rep, so now here comes your real job, telling the customer that not only will you not be able to fulfill the promises of this previous representative, but you will also not be able to get them out of their new two year contract. Management looks the other way to this because these lying reps are getting people to sign over their souls and pay the company money, either monthly with their services or with an Early Termination Fee that for some customers is completely unjustified.

I had Verizon before working for T-mobile, I had it during, and I had it after, for a good reason. Calling into customer care for Verizon vs T-mobile is appalling and while working for T-mobile, I found out why. T-mobile has this mind set that throwing money at any problem will fix it. It's much easier to offer someone $20 off their next month's bill than to really work on fixing their problem. "Save offers" as T-mobile lingo would call it. You are required to make at least one save offer on a call, meaning, irregardless of the problem, you are expected to offer free money to fix it. Many problems we were not even taught how to fix in training, nor do I really believe that T-mobile felt there was a way to fix it. Problems such as service issues, a HUGE problem that T-mobile tries to sweep under the rug. The fact is, T-mobile is NOT up to par with the other top phone carriers, as much as they like to say they are. Service issues are documented when a customer calls in and the customer is told they will be investigated by a technician and be contacted within 48 hours. Probably a lie, considering everyone called back and everyone told me they never heard a thing back from anyone. A report is sent back about the problem, which 90% of the time is not documented as anything specific, and not given an estimated time to be fixed. So what if your job here? To try to calm a person, stuck in a two year contract, with a $15 or $20 credit, that is if they qualify. If not, you may be forced to make a total fool of yourself by offering a $5 credit.

Lets get to a huge issue that I had a hard time, morally, backing the company on. The only customers with meaning to you are those with 6 months or less left in their contract, these are called "Potential Net Adds". Net Adds are the number of customers you get to sign a contract who had 6 months of less left in their previous one. These are customers who are at most risk of leaving the company because they will soon be out of their contract and willing to look at a better, and more secure phone company (could you blame them?). Your number of Net Adds are what show your value as an employee to the company, and just one bad month with below expected Net Adds can cost you your job. Now, when your job is dealing with people set on canceling their services, talking them into signing another contract isn't exactly easy. This is where your save offers come in. 90% of save offers available to you can only be given to potential Net Adds, these are used as a sales pitch to hook people into thinking things will be better this time around. Yawn.

With Potential Net Adds being able to get whatever it is they want, where to tenured customers come in? Customers who have been with the company 10, 15, 20 years? What can be offered to them when they need help? If they have 6 months or more left in their contract... nothing more that anyone else. $5, $10, $15 credits for problems that may justify the company taking fault an fixing the issue, but nope. "Fix" is not a word in the T-mobile vocabulary.

I absolutely LOVED T-Mobile when I first walked in the doors. I was excited to be working for such a wonderful company. Training was excellent as well. I couldn't say enough positive things about this place. 
Then, I got out of training and onto my 'team' and it went downhill from there. My coach was not really a coach at all but just a regular senior rep put in a coaches position. There was a lot of pressure on her to make her team perform and we were the guinea pigs unfortunately for her test run as a coach. I felt like I was constantly getting harassed and picked on by her. I actually went home in tears from getting talked to like a child. I have never been in a workplace before where I felt so belittled. When I did good, no mention took place or applaud. When I had 1 bad phone call, I was treated as though I was the most horrible person in that place. I was told we are not allowed to have a bad phone call ever. The way I was talked to over what they felt was a bad call (which it wasn't a bad call actually, it just wasn't the best) made me feel so low and my self esteem drop that I felt like I had to hang my head the whole day. I actually felt like a child in the corner of a classroom and that is what happened. I ended up having to move my desk from a nice area to the corner even though I explained how unhappy I was and how punished I felt. They claimed we had to move around , however the favorites kept their seats and eventually they even let another rep go back to her old desk. As if I wasn't harassed enough about this 1 bad phone call , they made me write commitment letters for every little thing I did that they didn't agree with. I was so tired of writing commitment letters. I even at one letter was told it wasn't good enough and that I needed to go back and redo it. Basically forcing me to write what they wanted to me write and then later on they used it against me. On that bad phone call they forced me to grade myself and when I didn't give myself the grade they felt, my coach actually X'd out my score I circled and made me circle a 1 which is the lowest. Then they forced me to write a letter stating how bad my call was and why I had a bad call and later I had that used against me with the manager and I broke down crying in her office about how harassed I felt. She actually didn't realize any of this way going on. I explained how I couldn't even sit a certain way at my desk bc my coach came over and while I was on a phone call sat on my desk and told me to sit up straight and quit slouching. I explained I have moved the past 3 days off and on top of cramps my back was killing me. She said we were not allowed to sit like that and I had very bad posture. I felt like I couldn't breathe without getting harassed there. I was on the verge of a nervous breakdown just thinking about going into work. I ended up getting a 6 on my score for my customer feedback which is highest you can get when she told me I most likely will get a 1. When I told her I got a 6 and was proud she stated "you're lucky you didn't get a 1." I was forced to work with a fever and the flu, bc they wouldn't let me go to the doctors. I was told if I missed another day I would be put in bad standings bc the month before I had a swollen mouth and throat and couldn't talk so I had to call out. Oh and the supervisor called me into her office and told me well, sometimes when we don't feel like working we just have to suck it up and work. I said I couldn't even talk. I lost my voice!! She said well, I have a bad back and I force myself to work. So I sat at work running a fever with cold chills and a blanket on me. I got to work early to ask my supervisor if I could go to the doctor that I wasn't feeling well bc I'm running a fever. She actually asked me what my temp was. When I told her I didn't have an exact number , I didn't have a thermometer she actually said I cant believe you don't have a thermometer with children in your house. I told her I have the chills and I am burning up, my throat is killing me, I have the flu from another co worker that came in with it the day before (which they let him go home and actually gave him 3 days off on top of that) She told me that I should have went to the doctor before work so I could have gotten better. I sat there for 10 hours feeling like I was on my death bed. Finally I ended up missing the next day of work bc I was so ill. Then when I came back the day after that I was pulled aside once more and asked why I missed. I explained I HAD to go to the doc. My supervisor told me once again had I went before work I would have been better. I said no one recovers from the flu in a couple hours. She said you never know....This is just part of the harassment I received there until I actually did have a nervous breakdown. I feel like if I was with any other coach I would have done great. I am a great customer service rep, but when I have a coach or supervisor harassing me constantly beating me down for anything I do even sitting 'wrong' then I can not succeed in a place like this. 
One team even got nerf darts shot at them for having long calls. It made a couple ppl on edge just working there.

During training it was AMAZING! We had a huge group (about 25) and there was hardly any cliques. We all loved each other and we were supportive and kept each other going. Once we got into taking calls things got more difficult but we were still doing well and encouraging each other to keep going. This group started in early September and now I think there is about five people left from the training group, give or take one or two.

It didn't take long after training before everyone was disappearing from work. :( I wasn't really surprised since while I was in training my floor supervisor was trying to get me to quit before I even made it on her team! Almost weekly I was hearing, "Are you sure this is the right job for you? I mean it looks better on your resume if you quit rather than wait around to get fired." Which is true but a little offensive still.

Things got pretty ugly in the end. I was suspended from work because I was not renewing enough contracts. On my team, I had the happiest customers, lowest amount of people cancelling and hardly anyone called back in to get help from someone else or seek a second opinion. One of my biggest disappointments about the job was that I got hired to retain customers, fix their issues and rebuild the broken relationship...I was hired to do customer service. But in the end one of the biggest things is that you have to get a certain amount of contracts...so in reality...I ACTUALLY got hired into a sales position. So, I tried my absolute hardest to adjust and switch gears to meet their metrics but they wouldn't give me any time to improve. I worked there for three months and one month of that was classroom-style training...where they still promote customer service aspects...unlike when you are on the floor and it is all about the sales pitch.

I got told in several different ways that I was trying too hard to build rapport with the customers. My senior rep even told me, "Stop being so nice to people. It's a waste of time that you don't have."

When I got suspended my supervisor and her supervisor, a manager, were in a small room to go over why I was there. They brought up that I was spending too much time with each customer and it was unproductive because I wasn't renewing enough contracts.

I expressed that I was under the impression it was more customer service than sales when I got hired and I was trying very hard to improve. I was reminded about how much better a resignation was over a termination a few times in that conversation. The manager was ruthless and degraded me. She told me there were people that were in their first week of training and they were doing a better job than me and that I wasn't even meeting the training graduation requirements.

Then, once we sort of concluded the meeting my supervisor went to my desk to collect my personal things that I needed. While she was gone, it was like the gloves came off.

I was sitting there with the manager and I looked at her and said, "I'm REALLY trying...I'm taking the advice I am given and I'm trying very, very hard to meet the goals. It is a change of pace for me...that is obvious but I am really committed to making myself a better representative."

To which she replied, "I get what you are saying but the problem is can you make those changes fast enough? I mean, we can't wait forever for you to get up to speed when we have people in training that have better stats than you. You REALLY need to consider if this is what you want to do. The job isn't for everyone. That is why we have such great pay and benefits for the people who are the right fit."

I said, "I am having a hard time with certain aspects of the job but I am doing well in others. I know contract renewals are important so I am trying to get more efficient so I can keep the quality but increase the quantity of calls so that I have more chances to renew contracts."

She picked up a pen and set it on the table. Then in a frustratingly snobby voice she said, "TRY to pick up the pen."

I was a little dumbfounded. It was like I was paralyzed. I didn't even know how to react.

She said, "See, trying gets nothing accomplished. We need people that can do not that try."

They have such great ideas and values but you rarely experience those being exercised by anyone. Everyone is just trying to cover their own behind.

  I worked for one of the largest distributors of Sprint in the State of Minnesota which is Phoenix Distributing, but the atmosphere is the same you would receive in a corporate Sprint Store. I spent almost 5 years previously working at Target where my skills in customer service were greatly increased, allowing me to be successful at Sprint. I learned, however, that working in a service and repair center is also very focused around the fixing of devices, and often times it could be difficult to hit sales goals on months where service and repair outnumbered sales in which I worked. At first it was difficult since I was a newcomer to the cell phone world, where knowledge is power because customers in our present day demand that we be knowledgeable and prolific in the field in which you work. This makes sense of course, and after the first few months I really started to see large increases in sales. One con, however, to sales commission jobs at Sprint is that each sale has a chance of a customer survey in which it can affect the outcome of your paycheck. If your survey wasn't perfect, meaning all 5's on all the questions which meant very satisfied, that sale could actually hurt your commission check by taking the credit for the sale away. Beyond this, the pay was steady hourly, and overtime was not uncommon. In fact, it is definitely considered a positive because of the pay but it can be interfering sometimes in your personal life, especially since I'm a full-time college student as well. It was not uncommon to work 10-8 or 9-8 almost every shift, which can be long days, sometimes.
 
   My co-workers were fantastic, and actually one of my favorite parts of the job. Many of the sales representatives and technicians had terrific personalities, and I really learned many new things. Sales tactics and even newer abilities on negotiating were some of the tactics I was able to pick up from some of the more seasoned representatives at the company. I had two separate managers during my time at Sprint, and both were fantastic. Our first manager moved because of school to pursue a new career, but both managers were very customer orientated and great to the staff. I really have nothing but positives to say about the staff, because honestly it was terrific and it's a very friendly atmosphere, with staff at least.
 
  I'd be lying if I said every customer was enjoyable that entered into our store, as the location I worked at was one of the busiest Sprint locations in the metro area. In fact, it was the hardest part of the job sometimes as some of the customers seemed impossible to deal with, even with our staff who was friendly, accommodating, and overall very professional. It was common to have customers curse, threaten, throw phones (no joke) and at some points having to call police. My worst experience with the job was with these customers, and we would do our best to calm situations and turn customers around, and sometimes it was possible to defuse situations but it didn't always happen. Customers in the phone business, which I was very unaware of, can be very irate at times and it is well known in these service and repair centers. That being said there were very enjoyable parts to the job.

   As I stated above, there are angry customers out there in this business, it is inevitable. There are great customers though, and although we tend to remember the ones that can be difficult sometimes I have to remember all the terrific customers who were a pleasure to deal with. My favorite part of the job is really seeing a customer happy, even coming back sometimes to purchase additional accessories or seek out additional help with the devices because they trust us. We were an honest staff trying to help people, and often times when we had great customers we would capitalize on that and network. The best part of the job is seeing hard work pay off and have customers referred to you; that to me is when you know you have done a good job and someone has recognized that, trusted you, and talked about you to another potential customer. 
 
    

My typical day at work would consist of opening the store – gathering the team together before we open & review our daily goals and set the team their individual goals to reach our store goal for that day.

Once I have that done I finish the morning paperwork and jump back on the sales floor observing my team on how they interact with customers and how they resolve their concerns. As they are with customers I am either floor coaching the line of customers to make sure they are acknowledged and any simple question I do my best to answer them or I am observing my team for future coaching on opportunities they have to improve their skills.

I manage the contests that T-Mobile has with their sponsors (Samsung, HTC, Blackberry, Huawei, LG, Nokia) at a district level with my store. Since December 2011 my store has won every contest put out. The reason behind that is consistency – I follow up with every individual in my team every day I work. I make sure they take every test they need to and I review with them where they stand and doing so motivates them.

Day to Day I review how stores are doing in my district and reviewing what their quotas are motivates me to push for better and exceed my quota and theirs and doing so has made my store #1 in the district for 2011. My district manager and his boss have recognized me for my accomplishments.

My co-workers, a very diversified team indeed. The team is a great asset to T-Mobile and to myself. We have grown to be a team for when it was not at first. The hardest part of my job was not the handling issues and escalated problems but how to create a strong team and build that trust that was broken and bring them together. At T-Mobile Values is our number one priority and we live by that by our team. We are T-Mobile’s frontline employees and we make sure that we help each other out. Every individual in my team are unique and that entails for a different approach on how we do everything. I am neutral to all of my employees on everything so I make sure there is no favoritism and I make sure they don’t feel like there is. Everyone is treated equally. Some may need more help than others so we all work together to make sure everyone is on the same page.

The most enjoyable part of my job is the development of my team and the accomplishment of making our store stand out. We were the store with the most “churn” and the least number of activations and we flipped it to be the #1 store with the least churn. Yes it took some time but greatness doesn’t happen overnight. With dedication and the right management principles we accomplished the impossible so we thought.

The location I work at is a High Volume Store that requires a lot of patience to deal with every type of customer. What I have learned throughout my time at T-Mobile is if you put in work and dedication you get results.
I have learned operational opening/closing duties. I have learned how to interact with my team through 1 on 1s – review weekly/monthly and year to date performances, looking for areas of improvement and opportunities and how to get across to them in a professional manner without disrespecting them or anyone. I have learned how to handle issues without creating a disturbance to my customers already in the store. I have learned how to manage my team. I have learned how to ship/return merchandise. I have learned how to hold individuals accountable for their actions. I have learned how to grow on a personal and professional level.

At the end of the day, this is retail and we are all here to make money – lets do it the right way. Right fit our customers to the plan that best fits them and make sure they are happy with the handset of their choice. Doing so will only create referrals of their family and friends and that we certainly love.

I read this somewhere and till now it’s the best yet “the best compliment we can have from you is the referral of a friend or family member”.

I am T-Mobile, Count on Me ← It’s a great company to work for- those who have will understand – We bleed Magenta ☺

PART 2/2

When people become familiar with the inner working in the company, often because they've called in and been told just a bit too much information, they all of a sudden take advantage of it, just as anything else. You begin to get things called "Contract Parties". What these are are people who know they are Net Adds calling in an asking for free money and discounts on their monthly bill. For no reason, mind you. Customers taking advantage of these "safe offers" which are supposed to be used to help customers who have been wronged by the company, and because they are signing new contracts,it becomes okay to throw free money at them. You can get many people on the phone at once doing these contract parties, with a friend or family member with them who would like to take advantage of the same offer, if they qualify, you give it to them as well. I've had a call where I have signed 60 contracts. 60 contracts on one call. So it becomes okay to bend over backwards for these people who don't really deserve any kind of discount or credit, but when you feel personally and morally someone else is, you are unable to help them.

The reason I compared this to Verizon is that my service with Verizon hasn't been perfect as with any other phone company I'm sure. But never when I have called in for a issue was I offered money before a solution for my problem.

Within a week of working for T-mobile, I was contacting about participating in a lawsuit against the company, and throughout my short stay there I was sent three others letters regarding other lawsuits and if I would like to participate. All having to do with pay. One of the biggest law suits with T-mobile was forcing employees to work before their shift and on their lunch, something I had to do daily, and even with the lawsuit, in my time working there they never bothered to address the issue, my manager even admitting once that the lawsuit cost less than what it would have cost to offer just a few more minutes at the beginning of a shift or after lunch for the employees to get things done they would not do while on calls. The company often tried to skip out on paying my overtime and my pay differential. A difference that usually came out to $70-100 or more on each paycheck, and each paycheck I was forced to bring it up to them, they would apologize and promise to get it fixed. When I brought it up with a few co-workers, they reviewed their checks and found missing money as well, again, usually not alot of money, but that was money earned.

Taking time off is nearly impossible with the company, even if you have time off available, its nearly impossible to get it fulfilled unless you ask 6 months in advance, and even taking one sick day, you are coached by your supervisor, which was really just a one-on-one meeting where you are told how "important you are to the company" while also being threatened to be fired. While working for the company I was in a car accident, my doctor insisted I could no sit for 10 hours a day, and if I did my injury would become worse. Not to mention being on muscle relaxers throughout the day, I would not have been able to preform the duties of my job. When I told human resources, they acted very sympathetic, and had me file for a Leave of Absence. At this point I'm thinking I would be able to have the time off I needed to heal, but I was told after 2 weeks that the company had denied my leave of absence. They had no idea what kind of condition I was in, but they had insisted that I was capable of work and that I had to return immediately. This is when I quit.

The only good thing about this company was the pay and benefits, making nearly $15 an hour at the age of 18 was great (the base pay is $11.79) and well as having fairly decent health insurance for myself and my partner, but at what cost? In the end, even making that kind of money, it was not at all worth it to me.

This job burned me out. A typical day is sitting on the sales floor and doing unpaid tech support for a big portion of the shift, mostly for older customers. The pattern is constant. Someone downloaded a cleaner app or booster app, their phone starts acting strange, and the second you remove it they treat you like you performed a miracle. You deal with forgotten passwords, transfers that take forever, settings problems, and random issues customers swear you caused. Then you are expected to immediately flip into sales mode and push add ons, upgrades, and extras even when the customer clearly does not want them. It feels like two jobs, and neither one gets the time or respect it actually takes.

What I learned is patience, then more patience, and how to swallow frustration so I can get through the day. You learn how to de escalate people who come in angry and blame you for something they did to their own device. You learn how to repeat the same explanation endlessly. You also learn that if you try to be truly helpful all day, you fall behind on sales expectations, and if you focus on sales, you end up feeling like you are failing customers. Either way, you lose.

Management is where my experience really went downhill. The pressure never lets up, and it often feels like numbers matter more than reality. In my store, coaching did not feel consistent or fair. It felt like I was being scrutinized and written up over small things while other people got opportunities and grace. Instead of developing employees, it sometimes felt like leadership was looking for reasons to criticize. That environment makes you dread coming in, because you are not just doing your job, you are trying to avoid getting targeted.

The culture is not what the company markets. It felt shallow, with slogans and forced positivity layered over stress, gossip, and favoritism. The whole vibe becomes performative. Smile, say the right phrases, push the right numbers, act like everything is amazing. Meanwhile people are exhausted, frustrated, and constantly comparing who is being favored and who is being blamed.

The hardest part is the nonstop pressure while being treated like the default person to blame. Customers break their own stuff and come in ready to unload on you. You are expected to fix everything instantly, then sell them more on top of that. It is emotionally draining and it wears you down fast, especially when you feel unsupported by leadership.

The only enjoyable part is when you actually help someone and they are genuinely grateful. Those moments are real, and they are the only part that felt human. The problem is they are not enough to balance out the stress, the constant sales push, and the leadership issues. By the end of my time there, I was not motivated, I was just trying to get through shifts without losing my mind.

The corporate environment at T-Mobile is highly collaborative, very flat in terms of organizational hierarchy and extremely fast-paced (more on that later). 

Since the merger with Sprint, the company has combined elements of both customer-centric and market-centric growth. Unfortunately rigor and framework are not applied when needed, and neither are flexibility or empathy. The result is a morass of competing goals for fast-moving, flexibility-oriented processes with concrete and rigorously proven outcomes. Now if you're thinking--but the clever person can combine or balance these--you'd be right, but because of the aforementioned flat hierarchy, there will be no clear lines of accountability to base your decisions upon, nor will any given manager hold themselves or others accountable for  even obvious outcomes. It should never be the case that "holds him/herself accountable" is considered a compliment in your organization. That should be the basic assumption. 

This would be nothing more than a typical frustrating office environment, except for the fact that they require you to come in a certain number of days each week, even though all you're doing is manning a desk and doing the exact same thing you would have done from home, except with AirPods because you have to drown-out the team next to you that insists on meeting via WebEx from their desks instead of getting a room... which would also be fine, except that you have NO other face-to-face meetings this week, and showing up is work-theater for your bosses, who are VERY interested in seeing you stand/sit at your desk. Regardless, everything you do is late before you even start because the prerogative of management is that they get to think about things as long as THEY need, but you must deliver when the ORG needs it.

Likewise, it might be tolerable corporate dysfunction that you can climb around, except that career growth is so bad that it literally has become a critical issue for senior leadership, and they are consistently dodging (i.e. doing bare minimum) to demonstrate that they are concerned with the training and up-leveling of their workgroups, when it's obvious that this will NEVER be a line-item on their P&L . I exaggerate nothing to say that in three years there have been NO up-skilling opportunities  for the general home-office work force that weren't either extremely selective or otherwise difficult to access... and you WILL NOT get any reduction in expected work output even you do get accepted to one of these limited opportunities.

Lastly, the one thing that T-Mobile does well is that they entice new hires with solid compensation packages. This is great if you want to work here for one year and bolt. Unfortunately, if you think they will give you even cost-of-living raises annually, think again. Once you're in, they OWN YOU at this pay level, and it won't change much across any part of the organization. Think 1-2% per year. This is not my own even my own experience--but unfortunately it's the norm for many of my more deserving piers, and it's the "norm" stated by my boss.

On the up-side, the mobile service discounts are sold, they have a pretty decent cafeteria with free lunch, and the other benefits are above average. So if you want to find a place where you'll be financially stable (even when it's working against you) and existentially frustrated, but somehow oddly 'covenienced' in your day-to-day, then this is the place for you!

Performed testing, development, deployment, support and systems administration. Projects worked for are Special Accounts, Desktop Tool, J payment, MCSA&GSA, Kid Connect, Cam and Non Cam,TAC Expansion, RJ11, Remedy, Remedy Care, PCI (diff forms of payment), and Consumer Mail, Electronic Check Payments and Credit Card Payments – Master card, Visa, American express and Discover, Generated Credit card numbers, Routing numbers, Account numbers, commission payments, Bill reprint forms, Reprint Bill Address Form, Flex pay.
Worked on QAT and UAT test environments.
Worked on customer related, web based and intra applications for testing.
Responsible for running the Manual Test Cases using Test Director 7.5 and Mercury Quality Center 9.0
Involved in writing the Test Scripts, Test Scenarios, Test Cases and Mapping the requirements with the Used Test Cases.
Tested the new functionality and ran test cases in Test Lab and generated documents and did User acceptance testing (UAT).
Defects found while testing were resolved on own and or assigned to the appropriate teams through the test management tool, Quality Center. Once the issue has been resolved, it was re-tested and it was closed if it is working according to the desired functionality.
Extensive testing done on PCI (Payment Card Industry), and Consumer Mail, Electronic Check Payments and Credit Card Payments – Master card, Visa, American express and Discover.
Worked on PAG - Prepaid Application Gateway, activated number of prepaid subscribers, generated usage for prepaid subscribers for different rate plans like real rates, kid connect and take control using the desktop tools on Java Platform and Used PAG Upper tool for checking the Logs, UNIX.  
Application testing techniques performed include Smoke, Functional, System, Regression, Integration, E2E testing, Batch Jobs.
Responsible for changing TN names.
Worked extensively on SQL Server and Oracle databases (TOAD, SQL PLUS, SQL Query Analyzer )etc.
Worked extensively on Citrix-Samson 7.50, Main Logins - CSM customer Service Management Table etc.
Worked on Web services, Desk top tool, Remote desk top, Open Span software, Test Agent Workstation, Project via Remote Access Systems, WebEx recorder and player, Screen Pop Clients used in the Call Centers.
Responsible to test XML, Html, .Net, C, C#, C++, Java applications.
Developed, deployed and tested links in .Net 2.0, 7.1 applications.
Lead, trained testers and Analyst’s 3 in manual testing with Mercury Quality Center 9.0, SDLC along with Oracle, SQL validations and Amdocs /Samson / CSM.
Used Microsoft PowerPoint builder for presentations for projects and teaching.
Worked on different forms in Remedy Care and Remedy IT applications.
Drove hot life lines for UAT environment.
Worked as a Business Analyst with Project management team along with Users, Architects, Developers, Test Data specialist, Test Environment Specialist, and QA Analysts. 
Technologies: Test Director 7.5, Mercury Quality Center 9.0, XML, Html, .Net, C,C#, C++, Amdocs – Samson - Citrix - CSM (V 7.50), TOAD 8., Samson Server, SQL Server 2000, Quarry Analyzer, Java, UNIX and Windows, WebEx, Test agent workstation,  QAT and UAT environments, Remedy Care and Remedy IT.


I have really enjoyed the time I’ve been with the company. It’s pretty straight forward, you have to sell, sell, sell. Depending on your store your staff experience can vary. 
1.They are very responsive and quick about the hiring process. They kept me on the loop of every step from interviewing to orientation. The process took about two weeks and it was a group interview where you basically have to show you got the charisma and determination to sell.The orientation was simple you have to be willing to take a month long class where they show you how to sell and basically putting the customer first.
Once you pass the orientation you begin to shadow other employees. This can be a mixed experience where either they want to show you or they prefer to ignore you.

2.A typical day you have to make each customer count and offer them something so you can hit your numbers. Which is not that difficult to do if you offer to everybody. You will have some off months and some really good months. Just like any retail job where there is some off and on months. I truly believe this is the best retail job available. Reason being its straight forward and you don’t have to stay late to fold clothes. If you are a tech savvy this job is for you. For me, it has made me into a better salesman and being truly appreciated for my work at the company. There is different ways to grow within the company. There is many employees that have been within the company for years. 
3.I would have to say the hardest part of the job is in the beginning where you have to learn the system and navigate it. Then it becomes second nature. You have to memorize the plans and Learn how to sell it to the customer but from that all you do is set up phones the whole day or take payments. 
4. The most enjoyable part of the job, The pay is great you get a little higher than hourly plus commission so basically, there is certain exceptions on how you get your commission but i can’t really complain compared to other retail. The workplace is very chill. You get discounts towards certain events and tickets. You get a discount on your phone bill as well as heath insurance. You dont have to buy your uniform, you get a new one each season or event. There is events where you get free prizes too just for working for the company. As well as celebrating your work anniversary. The work-life is pretty good, they have been very flexible with my school schedule.
5. Now on to the workplace culture it can vary. In some locations you can have an amazing team who can help you out in hitting your numbers. Or you can have a very toxic working environment filled with dramatic people/politics trying to steal your sales. I believe that is a big factor on how you preform. Literally don’t get involved with any drama and you’ll be fine or else everyone else in the area will find out and follow you for your Tmobile career lol. Aside from that working for the company over all has been great. Don’t let the intimation of not knowing how to sell stop you from applying. I really believe the work you put in is returned to you.

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