Areas of Expertise Customer Service & Sales - Voice of the Customer - Customer Relationship Management - NPS - Online Adoption Change Management - Strategic Planning - Financial Analysis - Metrics Tracking - Project Management - Chat Journey Mapping - Process Improvement - SDLC - Business Case Development - Social Media - Nielsen Analysis & Issue Resolution - Quality Assurance - Agile/Waterfall - ACE - Foresee * * Noted Skills & Highlights * * A results-focused management professional with a proven track record of results managing projects and processes through a broad internal/external influence and effective customer relationship management. * Strong business acumen combined with a proven ability to anticipate and meet the needs of clients and the business, achieve quality, and continuously improve services across all functions. * Increased customer satisfaction scores through the identification, tracking, and improvement of customer metrics and key performance indicators critical to the optimal customer experience. * Successfully implemented customer feedback survey program deployed to customer online channel partners. * Achieved a 40% increase in digital adoption by championing customer care's role in the development of new online processes and procedures. * Conceptualized, designed, and implemented Business Direct, the first ever online ordering portal for AT&T's business channel partners.

Highlights:

• Microsoft Visio
• VISIO
• Wireless
• e-Commerce
• ECOM
• Email
• Forecast
• Microsoft SMS
• Management
• Quality
• Quality Assurance
• Sms