MINT VIP Escalation Worksheet
FOCUS
This highlights how the Vendor Manager ensures issues are resolved by collaborating with operations and other sides of the organization, turning feedback into action, and working cross-functionally to create long-term solutions.​
DESCRIPTION
As a Vendor Manager, my role is to ensure all customer complaints are addressed by our Care Operations team. To do this, I create a strategy where I work closely with operations managers across all vendors, gathering their feedback and translating it into actionable steps. I also partner with teams outside of Care to develop solutions, and in doing so, we can track progress, mitigate issues, and prevent them from happening again in the future.
TEAM
Mint Operations - Voice and Chat
MY ROLE
Vendor Manager
PLATFORM
Excel
TOOLS
MS365, Google sheet, Slack, Google Meets
Disclaimer: Some the parts on this project are private while I’m at Mint Mobile. If you’d like a closer look, just drop me an email and I’ll be happy to share a password with you.
OVERVIEW
We handle escalations that come in when customers reach out directly to executives or other departments—often through channels like LinkedIn or email. These cases are typically high-visibility and require immediate attention so I coordinate with the VIP team to resolve the issue quickly, then partner with Care Ops to identify what went wrong and improve the process. This project highlights how I structured a workflow and collaborate across functional channels to track insights and drive operational improvements and make traction
OBJECTIVE
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Design shared worksheet for cross-team use to track executive-level complaints from LinkedIn, email, and social channels, identify gaps in handling or processes, and ensure accountability for follow-ups and improvements.
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Create clear workflows and guidelines on how to use the worksheet (e.g. SLA, Opportunity Tagging)
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Analyze cases and spot gaps in agent handling, processes, or tools, and drive accountability for follow-through and improvements
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Track outcomes and turn insights into actionable improvements across teams
GOAL
Establish a regular cadence with Ops to review executive escalations so we can stay on top of issues and keep all Care channels—including Social Media—aligned. The goal is to catch patterns early, fix gaps, and ultimately reduce escalations coming from those channels
APPROACH
Design a template that guides the user a step by step process on how to fill out the form. The document is structured into clear sections, where each section is assigned to a specific owner to complete their part
We layout a structured workflows and clear guidelines to align expectations across both Care Management (CM) and Operations, ensuring everyone is on the same page in terms of process, ownership, and execution. This helps drive consistency, improve collaboration, and hold teams accountable for delivering results.
Unlike MS Excel, using Google Sheets’ sharing feature allows real-time collaboration, where multiple users can jump into a case to review, provide feedback, make edits, leave comments, and track progress in one centralized file with controlled access levels.
SAMPLE CASE
During the school season, VIP escalations increase as students struggle to activate Campus SIMs due to lack of Care support. Agents aren’t trained on the activation process and redirect customers to Campus SIM, who only handle distribution—creating a support gap, customer frustration, and repeated escalations.
PROBLEM
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Lack of ownership for activation support between teams
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Care agents are not trained on Campus SIM activation process
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No clear workflow or documentation for agents to follow
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Limited cross-functional collaboration between Care and Campus SIM
OBJECTIVE
To partner with the Campus SIM product team to understand their activation process and develop a training materials for Care agents. These materials will equip agents to confidently navigate the Campus SIM website, guide students through the activation steps, and ensure efficiency so customers no longer have to be redirected.
GOAL
The goal is for Care agents to fully own all Campus SIM Care-related issues—from activation to troubleshooting—by giving them training, tools, and clear workflows. This will reduce escalations, and create a more seamless, end-to-end experience for students. At the same time, it strengthens our partnership and alignment with Campus SIM teams, ensuring consistent support, clear ownership, and better overall execution across channels
Approach
Set up a call with the CampusSIM product team to run a “Train the Trainer” (T3) session - to train us through their website and walk us through the activation process, while we at Care documents the workflow to support training development and operational use.
Deligate Training team put together step-by-step guides, job aids, and simulations so agents can confidently handle Campus SIM activation and support. Also checked in with sites to track progress and confirm training completion.
DELIVER RESULTS