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Years of experience: 5
Startup FounderHelp Desk SupportCustomer ServiceConsultingCustomer Success ManagerChief Customer Officer (CCO)
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Exceptionally trusted; proven professional excellence.
Denise's Career Path
Oct. 2024 -Present
T-MobileSenior Manager-Resolution & Excellence , Global Care
-Drive escalation management processes, addressing complex and high-impact issues to ensure swift and effective resolution while minimizing customer impact.
-Provide mentorship and guidance to team members, enhancing their ability to handle critical escalations and improving overall team performance.
-Collaborate with global partner teams (BPO) to streamline workflows and align escalation str...
Nov. 2022 -Jan. 2024
Cash AppService Design and Strategy, Escalations
Atlanta, Georgia, United StatesLead functional business and design requirements and drove teams across multiple functions to stay aligned on strategic goals.Managed project dependencies by removing obstacles along the way by anticipating issues before they became blockers and proactively resolve them. Led a team of Business Process Improvement Analysts in shaping processes and policies within Customer Experience Shared Ser...
Nov. 2022 -Jan. 2024
Cash AppSenior Strategy Manager and Operations
United States