Dakota Goode

Experience

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  Creative Soul Music School

  Jan 2012 - Dec 2015

  Teacher

  • Taught large scale classes performing skills and scholastic practices• Developed the capacity to teach and lead all age groups

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  Sprint

  Sept 2016 - Dec 2019

  • 6 month program, working with master level certified Sprint trainers to develop teaching and coaching skills. • Worked in training multiple lines of business such as Business Customer Care, Individual Customer Care, Credit, and more. • This program was preparation for a cross company merger training initiative. • Managing large business accounts and establishing rapport with customers by utilizing billing research, account maintenance, relationship building, and a solid foundation of Sprint business policy.

  • Trainer Development

    Jun 2019 - Dec 2019

  • Business Account Support Specialist

    Sept 2016 - May 2019
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  OpTic Gaming

  Jan 2018 - Dec 2018

  Performance and Mentality Coach

  GG Esports Academy• Leading classes through educational seminars about competition, performance, and mentality• Taught 1:1 coaching and developed improvement planning curriculum

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  T-Mobile

  May 2019 - Apr 2023

  • Leading a team of experts who assist with telecommunication troubleshooting, IoT troubleshooting, and billing inquiries. • Responsible for metrics such as Net Promoter Score, staffing, shrinkage, and performance review• Resolution of high level issues in the business telecommunications environment • Experience in developing leadership and creating long-term work cultures• Study of industry changes and making adaptations to meet customer needs • Manages the daily activities of a team of agents. Works on monitoring quality of work and coaching to improvement. • Thorough knowledge of functional area and department processes.

  • T-Mobile for Business Coach

    Aug 2020 - Apr 2023

  • Operations Supervisor

    May 2019 - Aug 2020
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  Cloud9 Esports, Inc.

  Jan 2022 - Dec 2022

  Curriculum Developer

  • Worked to design curriculum for schools participating in esports competitions• Responsible for checking quality and consistency of content for delivery• Taught classes with curriculum to check if material was effective

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  Teleperformance

  Apr 2023 - now

  Accelerated Director Development program with a focus in Client Services, Business Development, and Operations. Experience with BPO financials, ESG initiatives, and Leadership Development discourse.• Completed large-scale innovation projects with the analysis of attrition and attendance, identified key areas of improvement, and developed implementation process.• Led cross-functional projects such as bridging knowledge gaps between Transformation, Client Service, and Business Development teams.• Gained comprehensive knowledge of the BPO industry and cutting-edge technologies, completing over 100 hours of training in Gen AI, data analysis, operational excellence, decision making strategies, innovation and more.• Increased ESG compliance through Energy-Star certification programs• Certified in Lean Six Sigma Show less

  • Director of Training and Quality

    Apr 2024 - now

  • Director Development Program

    Apr 2023 - Apr 2024