T-Mobile

T-Mobile Wholesale Support Metrics

T-Mobile Wholesale is a Business to Business group with a complicated technical support model due to the nature of multiple systems, variable issues in locations throughout the country, and multiple engineering teams supporting the network for our customers. In Q1 of 2023, the Wholesale Customer Support Model is restructuring with a new engineering support team. This student team worked to analyze ticketing data and identify alerts for negative customer experiences. An anticipated outcome of this project was that the student team would establish alerts to the ticketing system to help T-Mobile's new engineering team identify when a potential negative customer experience may occur and when a customer services experience did not meet expectations.