Experienced Customer Experience Professional with over 6 years of significant achievements in leadership, CX Strategy, and a stellar track record of strategically implementing Customer Experience Programs along with a demonstrated ability to manage sophisticated portfolios and drive targeted performances through exceptional organizational, project management skills, and business partnerships. Strong negotiator focused on achieving win-win outcomes. Expert in building effective relationships with stakeholders. Personable, articulate, and highly motivated individual with a keen focus on achieving broader business objectives.
Experience
AT&T Global Communication Networks
Jul 2016 – Present
Brno
Supervisor Customer Care
Key Responsibilities:
- Identify customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional (CSat) surveys and other feedback sources. - - - Prepare reporting and presentation for different levels of management sharing insight and
recommendations on changes to potentially improve product and services
- Enable the VoC closed feedback loop process by identifying tactical and strategic improvement initiatives that create an overall portfolio of improvement projects; own ongoing tracking and refinement of these projects based on subsequent survey results
- Project manage the development of surveys, analysis, and continuous improvements for the
current suite of survey tools
- Work cross-functionally to project manage and coordinate Cx programs, including our executive sponsorship program, advisory boards, and win-loss program
- Drive internal critical response and red account programs, focused on remediating poor customer experiences with Puppet
- Knowledge of agile product management (e.g., sprint planning, grooming stories, navigating JIRA,
scrum master, project management, usability testing and quality assurance)
Product lifecycle planning skills
- Understanding of product management, user-centered design, UX/UI and usability testing best
practices
