Nextel Communications / Boost Mobile Work Values

Daily Duties at Nextel Communications / Boost Mobile:

Rapidly promoted during eight-year tenure with Fortune 500 telecommunications organization (now known as Sprint Nextel) and its youth brand division Boost Mobile. Director, Customer & Employee Experience (Boost Mobile), 2006-2007 Developed brand-centric customer experience strategy for all customer touch-points as well as related training and employee-retention activities as this organization’s acting director. In addition, managed contact center operations ($18M monthly budget) with ultimate accountability for the performance of 3,800+ employees in eight call centers nationwide. Key Results: • Built a brand-centric customer experience organization by focusing employees and vendors on people-centric metrics that resulted in lower operating costs (saving approximately $12M in one year), minimized employee attrition (improving retention by 60%), and double-digit gains in customer satisfaction. • Designed an award-winning call-based and brand-centric contact center training program that lowered overall training time by 40%, accelerated agent ramp-up time (lowering overall training costs) and improved customer satisfaction scores by over 50%. In addition, the program reduced unnecessary customer callbacks saving approximately $6M in operating costs over a one-year period. • Recognized for thought leadership and innovation for successful startup and design of five new departments: Customer Experience, Training & Development (Customer Care), Employee Experience (Management Development), Quality Assurance, and Vendor Management. Sr. Manager, Brand Education (Boost Mobile), 2005-2006 Regional Manager, Vendor Management (Nextel), 2001-2005 Sr. Manager, Training & Development (Nextel), 1999-2001 In previous Nextel / Boost Mobile roles built brand equity / awareness through comprehensive staff/vendor training, launched and managed outsourced vendor-management program for customer contact centers, and built/supervised multimedia and instructional design team (18 staff) to support training, assessments, continuing education, and career-path programs. Key Results: • Created “Boost Mobile Brand Academy” and its acclaimed curriculum that served as the central clearinghouse for all brand-education activities, and helped Boost Mobile become one of the most recognized brands in the wireless market space. • Co-developed and launched Boost Mobile’s customer service department that earned a 95% customer satisfaction rating in its first year of operation. • Innovated non-traditional frontline quality assurance program that replaced punitive focus with a more positive developmental approach. Efforts increased customer retention/satisfaction by 45%, and catapulted employee engagement and morale.

What they like about Nextel Communications / Boost Mobile:

The social vibrance of a hiring firm is very important to you. Your ability to make and maintain friendships there is a critical part of your decision. You would likely be dissatisfied with a workplace that is quiet, cold, or otherwise not particularly social. When you investigate a new hiring company, ask recruiters, managers, and potential co-workers about the social life and opportunities there. This is especially important when you are relocating; moving dramatically alters your social sphere both inside and outside the workplace.

Tags

Customer Experience Consulting, Customer Experience , Customer Service, Corporate Education, Training & Development, Brand Engagement, Organization Development, Customer Service / Operations, Outsourcing / Vendor Management

Skills

Business development, Strategic planning, Public Relations and Positioning, Reporting, written and verbal, Predictive Modeling and Revenue Forecasting, Microsoft Office , Presentation skills, Business Writing Skills, Design Organizational Process, Business Analysis, Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts., Sales Support, Software Implementation, Requirements Analysis & Specification, Leadership , Brand Development, Marketing, Employee Engagement, Customer Experience Strategy, Outsourcing / Vendor Management, Training, Leadership Development, Coaching / Mentoring, Strategy Development, Mac Hardware / Software

These are some of the questions we asked our climbers about their experiences with Nextel Communications / Boost Mobile: