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Work Background
Northwestern MutualOperations Coordinator
Apr. 2024Indianapolis, Indiana, United States · On-siteAs a consultant, I develop training and onboarding procedures for new employees. I also implement strategies to utilize LinkedIn Sales Navigator for prospect sourcing and devise social media for prospecting methods for business growth. I conduct phone calls and schedule appointments with potential prospects. Additionally, I manage customer engagement and relationships using CRM software. I identify new business opportunities and build relationships with potential clients to drive growth and development.
T-MobileSenior Project Manager - Digital Adoption
Dec. 2021 - Aug. 2023Greater Indianapolis · RemoteIn this role, I directed and managed complex digital projects for a leading telecommunications company. I led cross-functional teams of over 25 members. I employed tools including Asana, Figma, Jira Align, Slack, and MS SharePoint to design wireframes, customer journey maps, and maintained clear communication channels. I developed project plans with clear milestones, dependencies, and resource allocations. Also, I oversaw project performance metrics, including cost and timeline tracking, to inform data-driven decisions by senior management. Additionally, I formed cross-functional teams by integrating care, retail, and engineering departments to solve client concerns.
Some of my notable achievements include:
• Improved top transactions for users by crafting and drafting wireframes for digital experience in app and web.
• Enhanced expertise and reduced costs by relocating support line operations from internal call centers to global partners.
• Minimized friction points caused by dual support requirements and streamlined operations by transitioning support from customers and sales associates to global partners.
• Expedited customer issue escalation and resolution by implementing Slack form and process to transfer chats to secure channel and establishing monitoring system for tracking serve time, transaction type, and resolutions for Care and Retail.
• Identified and rectified a technical issue preventing customer segment from changing rate plans in app, saving company $200K monthly in customer service calls.
• Mastered Nexidia (internal call listening software) and provided tailored training to Sr. Director team for team-specific use.
• Facilitated iterative design process (R2D2) for pivotal app/web transactions and progressed through several iterations to reach optimal 'North Star' state while establishing standard for upcoming advancements.
T-MobileProject Manager - Organizational Design
Aug. 2021 - Dec. 2021Indianapolis, Indiana, United States · RemoteI managed organizational design project initiatives with a focus on leadership development and cross-functional process enhancements. I applied Agile methodologies to surpass project delivery expectations and crafted risk management strategies for seamless project execution. I also oversaw project lifecycles, including detailed scheduling, requirements tracking, and documentation while employing Workday for personnel management. I leveraged project management tools including MS SharePoint, Asana, and Monday.com to streamline task coordination and timeline adherence. Additionally, I developed training sessions, strategies, and materials for Executive Leadership Development Program participants. I crafted protocols to interact with corporate departments, overseeing participant progress tracking and feedback collection for future initiatives.
Some of my notable achievements include:
• Successfully conceptualized and executed Executive Leadership Development Program, resulting in 75% retention rate and providing upward mobility for front-line staff.
• Achieved 25% reduction in project costs by enforcing strict timeline and budget controls.
• Expedited project completion, consistently delivering ahead of schedule and under budget.
• Orchestrated personnel development and project alignment using Workday, enhancing team growth and project success.
T-MobileProduct Owner - Promotion & Marketing Offers
Dec. 2020 - Aug. 2021Greater Indianapolis · RemoteIn this role, I orchestrated promotional campaigns using Orbit project planning software in alignment with marketing objectives and punctual execution. I authored user stories and acceptance criteria in Jira. I also created and updated pricing models to mirror customer value and meet business goals, informed by thorough market research to maintain a competitive edge. I conducted cross-functional team training on process optimization to diminish manual enrollment requests, enhancing operational efficiency. Additionally, I managed collaborative efforts with product and engineering teams to drive product enhancements based on customer feedback.
Some of my notable achievements include:
• Launched 300+ promotions for prepaid, consumer, and business sales channels to bolster organization's competitive position.
• Identified and resolved critical issues with buy one get one promotion saving organization $2M.
• Improved productivity by 35% and reduced call volume by 5% by streamlining escalation process for promotional issues.
• Designed sales dashboards using SQL queries to monitor promotion performance and inform strategic decisions post-launch.
• Led full life cycle management of coded discounts, securing a marked competitive advantage for the company.
AT&TRetail Sales Representative
May. 2007 - Jan. 2009Indianapolis, Indiana Area· Led and coached a team of 6 associates · Implemented numerous sales techniques that led team to receive top sales honors in 2008, 2009
· Recruited and trained new employees for the store location
· Delivered exemplary customer service
· Completed inventory counts monthly and helped reduce shrink
· Achieved and exceeded multiple sales metrics by utilizing unique sales techniques
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