I am a seasoned change agent able to bring my deep understanding of the customer perspective in service and sales environments into business process, policy and decision making. I leverage my strong blend of analytic, technical and communication skills to facilitate strategies and tactics that connect a better customer experience to business results.

Experience - Sr. Analyst, T-Mobile USA

Care Operations Quality

January 2011 - Present

• Lead the internal Enterprise quality monitoring/measurement initiatives and deliverables for 600 seat call center
• Analyze Quality Program data, develop and manage performance improvement plans for site director and the local management team
• Manage use of Quality Program data to lead site to historically high performance levels
• Responsible for Enterprise Quality Program reporting spanning platforms (Merced and Business Objects) as well as on-demand via SharePoint
• Developed and deployed Enterprise quality program dashboard portal using Python/SQL/NGINX for a target audience of over 800 team managers. The tool serves roughly 25k dashboards and individual quality observation forms per month.
• Won quarterly divisional awards (1Q2011 and 1Q2012) for contributions to the business
• Won quarterly support organization award (1Q2011) recognizing excellence in partnership with local care center

Care Customer Experience

July 2009 - January 2011

• Lead analyst on cross-functional team for development and deployment of new customer feedback program designed to provide actionable results to a population of more than 12,000 customer service representatives and their leadership
• Managed this Voice of the Customer program for cross functional Customer Care leadership teams and other internal customers by providing insights and analysis of customer satisfaction in context of other business metrics
• Liaised between internal departments and survey program vendor Maritz Research
• Insights from the program used to drive changes leading to recapture of JD Power Customer Satisfaction award

Sales Customer Experience

April 2007 - July 2009

• Partnered with Regional Vice President and his leadership team to manage customer satisfaction in wireless retail
• Geography in both Company owned and Third Party retail included 17 states and over 1500 company staff
• Leveraged Sales Voice of the Customer program to develop strategies and supporting tactics to drive JD Power award winning performance