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.
-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 task-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.
-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.