Profile * Outstanding reputation for generating and building long-term business relationships * Harnesses customer data and leverages new technology to deliver personalized and integrated customer journeys * Resourceful and flexible with strong interpersonal, communication, and organizational abilities * Experience leading, directing, and guiding global virtual work teams and navigating cultural challenges * Highly organized and goal-oriented, leading multiple-high visibility projects, from concept through completion Class Transformed clients' wireless environments through the proactive management of their wireless assets and spend project managed client implementations executed and managed lifecycle processes provided adhoc reporting, analysis and business intelligence generated and implemented efficiency opportunities and interventions prepared and delivered monthly presentations and quarterly stewardships reviews. * Single point of contact for large, signature and enterprise customers contracting with global mobility services (a new AT&T fully managed global wireless service). * Provided leadership and guidance in areas including expense and inventory management logistics and procurement device management security and applications management functions. * Project-managed client implementations/onboarding including enterprise integration, system configuration, testing, training, and troubleshooting/issue resolution. * Created baselines and delivered wireless expense audits to help clients better understand their wireless assets and opportunities to control expenses. * Drove dramatic 20% to 35% reductions in overall wireless spend across client base. * Sustained wireless results by conducting extensive granular assessments of clients' wireless usage and delivered actionable reports for client review. * Established communication methods and escalation process for clients to contact organization for problems and resolution. * Monitored the activities of the customer service team supporting the Global Help Desk to ensure compliance with acceptable standards of customer service. * Introduced quality principles, best practices, and enhanced training, to provide a more consistent customer experience. * Deployed e-Procurement technology and improved the efficiency for ordering mobility devices and services. * for total cost of ownership of wireless devices and services.

Highlights:

• Business Intelligence
• Process Improvement
• Customer Relationship Management
• Digital Channels
• Chat
• Account Management
• Vendor Management
• Customer Loyalty
• Agile Project Management
• SDLC Project Management
• Operations
• Customer Success
• Business Requirements
• Global Help Desk
• IVR Technology
• Customer Experience Trends
• Customer Insights
• Customer Empathy
• Digital & Voice Channels
• Customer Facing
• Voice of the Customer
• Customer Journey Mapping
• Program Management
• Training
• Customer Touch Points
• Customer Interactions
• Optimization
• Wireless Devices & Services
• Mobility Management
• Telecom Expense Management
• Leader
• Maximizing Engagement
• Interaction Improvements
• Complex Issue Tracking and Resolution
• Strong Communicator
• Enhance Business Value Propositions
• Multi Channel Support Strategies
• Customer Experience Principles
• Continuous Improvement
• Closed Feedback Loop
• Customer Experience Strategy, Design, & Delivery
• Cross Functional Management