Business account local representative

I have a business account and was assigned a personal representative that actually resides in my area.
It often takes her 48+ hours to respond if I get a response at all. I usually end up having to communicate with T-Mobile's offshore customer service reps.

I have asked customer service multiple times on the phone to please set me up with a new representative so I at least know when I have an issue I have someone that can take care of it.
How else can I get this handled?

On top of that, I have NEVER gotten a response from texting 611