Customer Experience Insight Manager

• Perform comprehensive research and analysis of raw data utilizing pivot tables and Power Business Intelligence, enabling the detection of customer behavior patterns and discrepancies within the Mobility and Broadband division.
• Collaborate with the product team to relay customer feedback, resulting in the successful launch of three new features that directly addressed customer needs and led to a 10% increase in upsell conversions.
• Responsible for cultivating and managing strategic client partnerships, conducting frequent stakeholder updates, and cultivating an in-depth understanding of the current client portfolio to bolster their go-to market approach.
• Apply Customer Journey Mapping methods to pinpoint touchpoints and opportunities for enhancement, guaranteeing a smooth and comprehensive experience for customers resulting in the reduction of churn by 20% within the first year.
• Work in synergy with cross-functional teams, leveraging Copernicus, to convey intricate insights and suggestions for operational enhancements within an evolving environment resulting in the increase of customer satisfaction scores by 40%.
• Collaborate with business associates to offer data-based insights that influence strategic choices and boost overall business performance by 25% within the first year through proactive engagement and issue resolution.
• Compile and showcase analytical data to Executive VPs, underlining trends, crucial insights, and actionable strategies for elevating the customer experience.

• Collaborated with diverse teams to develop critical resources that empower internal partners to proficiently manage government offerings and comply with contractual requirements. Sustain a remarkable degree of customer service, exceeding client expectations.
• Managed the Usage component of the Enterprise Infrastructure Solutions (EIS) contract project from inception to completion.
• Accomplished monthly tasks for invoicing third-party usage downstream to Universal Biller, promoting revenue generation via billing processes, increased revenue generation by 40%.
• Developed progress reports for all usage services and established interface agreements between third-party vendors and Federal Billing Operations (FBO).
• Performed testing and validation processes to ensure precise account setup and invoicing; Monitor defects during remediation and execute regression testing.
• Developed extensive procedural manuals for teams responsible for overseeing ordering and billing operations leading to a 60% increase in overall efficiency.

• Supervised and educated 40 National Retailers on AT&T offerings, incentives, and promotional campaigns, providing guidance on sales growth strategies.
• Visited 40 major national retailers, including Walmart, Apple, Best Buy, Costco, and Sam’s Club, for meetings, conferences, and client visits, ensuring that associates were thoroughly prepared to effectively promote and sell AT&T products and services.
• AT&T Summit Winner 2015: Achieved outstanding results by guiding a territory to consistently reach 150% attainment of monthly goals.
• Lead practice sessions and mentored sales associates to guarantee seamless execution of account-driven offers and promotions.
• Customized and provided training based on the individual requirements of each retailer, supervised the execution of National Retail programs, tools, and training.

• Instructed, mentored, and assisted new team members to ensure exceptional alignment with current corporate objectives and goals.
• Recruited skilled sales associates who outperformed sales targets and delivered exceptional customer service.
• Utilized retail expertise and leadership abilities to supervise store functions, guided and cultivated a team, and guarantee that AT&T customers enjoy our top-tier services, entertainment, and technology.
• Supervised day-to-day activities encompassing merchandising, product launches, surpassing sales goals, and ensuring customers enjoy an exceptional experience with AT&T products and services.
• Directed teams to achieve over 150% growth month over month in every essential metric at AT&T Woodbridge and Washington Square Stores.
• Ranked as the top Store Manager in the nation for April 2015, achieving outstanding results at the Washington Square Store.
• Ranked as the second-best Store Manager in the nation for March 2015, delivering impressive results at the AT&T Washington Square Store.
• Ranked in the top 10 for Year-to-Date Retail Sales in the DC/Baltimore Market at the AT&T Woodbridge Store.

• Conducted meticulous customer report analyses to develop and present comprehensive enhancement strategies and leveraging insights.
• Remained up-to-date on company products, accessories, pricing plans, promotions, and service features.
• Researched competitive offerings to deliver an attractive service to clients and foster long-lasting relationships.
• Surpassed 112% of the Total Wireless Opportunities Goal, 182% of the Total Wired Connections Goal, and 198% of the Total Accessory Revenue Goal; maintained 88% of Net Representative Satisfaction through Customer Feedback System.