Alex Weber, Mba Email & Phone Number

Overland Park, Ks, Us

-Responsible for managing customer experience initiatives across project life cycle (ideation, prioritization, value proposition, testing, implementation, measurement, and reporting) -Develop customer proposals and conduct customer presentations -Resource management including vendor and subcontractors to drive the prescribed objectives including overall customer experience and financial results desired for STP objectives -Ensures costs are effectively managed by establishing and monitoring budgets and goals. -Management of cross functional teams -Track and escalate risks, issues, and impediments that may impact CX joumey outcome delivery, and recommend changes to strategy and plans when appropriate to ensure outcomes are delivered -Continuous refinement and deliver of Evergy's customer experience strategy

• Managed and supervised a team of union employees, ensuring compliance with labor agreements and fostering positive labor-management relations• Developed and implemented strategies to maintain productivity and engagement among unionized workforce, promoting a harmonious work environment• Served as a valuable touchpoint team member, providing recommendations for improvements in customer onboarding.• Implemented process changes based on touchpoint team recommendations, resulting in increased customer enrollment in paperless billing, average payment plans, and notifications.• Enhanced the CIS system by introducing a main page view of customer enrolled programs, enabling CSRs to quickly analyze and offer relevant programs during each customer interaction.• Collaborated with the management team to identify and implement improvements in daily functions within the call center.• Acted as the project manager for an in-house greeting card program, overseeing all aspects of the project.• Presented the greeting card program to top Westar leadership, showcasing its benefits and securing approval for funding and implementation

Wichita, Ks, United States

• Analyze business requirements to quantify potential FTE cost savings upon implementation.• Acted as Subject Matter Expert (SME) on Contact Center business processes and demonstrated proficiency in understanding the end to end process to identify gaps.• Initiated and led conversations with stakeholders to effectively communicate process gaps and influence business decisions.• Collaborated with conversion team to ensure seamless availability of relevant customer data in CCB.• Fostered highly engaged relationships with cross functional teams, including IT leads, batch team, change management, production support, and business owners.• Provided support to PMO in documentation and organization for sprints, business decisions, requirements, and change management.• Successfully balanced multiple project roles concurrently and consistently met or exceeded project deadlines.• Allocated tester resources to multiple functional areas throughout the project to ensure adherence to timelines.• Cultivated a culture that empowered testers to provide feedback for desired enhancements or changes to procedures.• Developed strong rapport with all vendor Project Managers, fostering positive working relationships.

Utilize critical thinking and problem solving to do what is right for the customerConsistently exceeded performance goalsGeneral knowledge of multiple areas of the company to answer customer questionsPromote applicable programs and services to customersDiscuss utility rates and billing standards with customerMentored new employeesMember of small business customer teamMember of High Performance High Potential(HIPO) Program

The main part of this job was customer service. I built relationships with many of my customers because they would come in weekly if not daily. The relationships I built would help me promote products and make referrals for other departments in the bank. I was a leader among the other employees and would help them meet sales goals by offering suggestions on how to succeed.

Bachelors Of Business Administration, Marketing And Management

Masters Of Business Administration, Mba