•Spearheaded service improvement and governance, actively identifying gaps, enhancing processes, and conducting regular process reviews.•Implemented best practices in service management, optimizing services for evolving customer needs.•Achieved significant improvement in various KPIs through strategic process enhancements.•Assumed responsibility for a team, ensuring exceptional service delivery and customer satisfaction.•Influenced executive-level decisions, shaping initiatives… Show more •Spearheaded service improvement and governance, actively identifying gaps, enhancing processes, and conducting regular process reviews.•Implemented best practices in service management, optimizing services for evolving customer needs.•Achieved significant improvement in various KPIs through strategic process enhancements.•Assumed responsibility for a team, ensuring exceptional service delivery and customer satisfaction.•Influenced executive-level decisions, shaping initiatives to transform service delivery, generate revenue, and minimize costs.•Functioned as the customer advocate, providing feedback, guidance, and direction across teams for enhanced customer intimacy.•Fostered cross-functional collaboration, utilizing data analytics and strategic thinking for an optimal customer experience.•Conducted performance reviews, set objectives, and facilitated continuous improvement for high team performance. Show less

•Managed client onboarding, meeting expectations and goals for large and SME customers.•Proactively managed and grew customer relationships, providing timely resolutions for product and accounting-related issues.•Maintained and enhanced customer satisfaction through ongoing proactive support throughout the customer life cycle.•Drove continual improvements within the organization, supporting renewals, new deals, and expansion opportunities.•Managed a portfolio of customer… Show more •Managed client onboarding, meeting expectations and goals for large and SME customers.•Proactively managed and grew customer relationships, providing timely resolutions for product and accounting-related issues.•Maintained and enhanced customer satisfaction through ongoing proactive support throughout the customer life cycle.•Drove continual improvements within the organization, supporting renewals, new deals, and expansion opportunities.•Managed a portfolio of customer accounts through proactive engagements.•Functioned as the voice of customers, contributing to greater account development, and achieving high Net Promoter Scores (NPS). Show less

•Mapped existing and future customer journeys, then created and implemented new E2E processes based on feedback.•Facilitated events and workshops, bringing together users and stakeholders to propose solutions.•Assisted in delivering a compelling customer-centric solution, driving revenue, and reducing costs.•Implemented metrics such as NPS and CES to measure Customer Experience using Qualtrics, Usabilla & SurveyMonkey tools.•Helped the Product Owner understand the end-to-end… Show more •Mapped existing and future customer journeys, then created and implemented new E2E processes based on feedback.•Facilitated events and workshops, bringing together users and stakeholders to propose solutions.•Assisted in delivering a compelling customer-centric solution, driving revenue, and reducing costs.•Implemented metrics such as NPS and CES to measure Customer Experience using Qualtrics, Usabilla & SurveyMonkey tools.•Helped the Product Owner understand the end-to-end bigger picture, prioritizing impactful projects/features. Show less

Accountable for the end-to-end service design and leading the Service Design workstream activity for large, complex deals (e.g. Credit Suisse & Unilever).•Designed and delivered complex bespoke service designs aligned with the overall deal strategy.•Collaborated across BT lines of business and with external partners to create innovative solutions.•Ensured alignment with governance, compliance, and assurance processes.•Identified opportunities for cost reduction and… Show more Accountable for the end-to-end service design and leading the Service Design workstream activity for large, complex deals (e.g. Credit Suisse & Unilever).•Designed and delivered complex bespoke service designs aligned with the overall deal strategy.•Collaborated across BT lines of business and with external partners to create innovative solutions.•Ensured alignment with governance, compliance, and assurance processes.•Identified opportunities for cost reduction and improvement within existing services. Show less

Responsible for end-to-end management of the technical acceptance function for all launches of new Microsoft Lumia phones and devices at AT&T and its subsidiary Cricket Wireless. (Nokia was acquired by Microsoft.)•Reached technical acceptance of Lumia 635 in record time by initiating a new technical acceptance approach. As a result Microsoft and Cricket Wireless were able to distribute and sell the product earlier, generating additional revenue for both companies and making the product… Show more Responsible for end-to-end management of the technical acceptance function for all launches of new Microsoft Lumia phones and devices at AT&T and its subsidiary Cricket Wireless. (Nokia was acquired by Microsoft.)•Reached technical acceptance of Lumia 635 in record time by initiating a new technical acceptance approach. As a result Microsoft and Cricket Wireless were able to distribute and sell the product earlier, generating additional revenue for both companies and making the product the best-selling Lumia device in the United States.•Achieved the best score among all manufacturers in the Technical Support category in the semi-annual Supplier Performance Review.•Managed and supervised an external technical team supporting the testing activities of AT&T and Cricket Wireless. Show less

Responsible for end-to-end management of the technical acceptance function for all launches of new Nokia phones and devices at AT&T and AIO Wireless (now Cricket Wireless).•Managed end-to-end technical acceptance for new Nokia phones and devices at AT&T and AIO Wireless (now Cricket Wireless).•Adapted technical requirements for the first-ever Nokia 2520 tablet, ensuring technical acceptance for use in the AT&T portfolio.•Collaborated with the project team at AIO Wireless… Show more Responsible for end-to-end management of the technical acceptance function for all launches of new Nokia phones and devices at AT&T and AIO Wireless (now Cricket Wireless).•Managed end-to-end technical acceptance for new Nokia phones and devices at AT&T and AIO Wireless (now Cricket Wireless).•Adapted technical requirements for the first-ever Nokia 2520 tablet, ensuring technical acceptance for use in the AT&T portfolio.•Collaborated with the project team at AIO Wireless, developing and launching a new mobile device for the inaugural launch of their network.•Established trust as a customer support liaison, ensuring uninterrupted support during the Nokia acquisition and reorganization. Show less

Led technical acceptance processes for the launch of Nokia’s products for Canadian market; key customers include Rogers, TELUS, WIND, Mobilicity, VideoTron, MTS.•Led technical acceptance processes for the launch of Nokia's products for the Canadian market.•Implemented a new evidence-based technical acceptance program for Canadian AWS operators, ensuring faster time-to-market.•Achieved first-ever technical acceptance for a Nokia phone with the Windows Phone Operating… Show more Led technical acceptance processes for the launch of Nokia’s products for Canadian market; key customers include Rogers, TELUS, WIND, Mobilicity, VideoTron, MTS.•Led technical acceptance processes for the launch of Nokia's products for the Canadian market.•Implemented a new evidence-based technical acceptance program for Canadian AWS operators, ensuring faster time-to-market.•Achieved first-ever technical acceptance for a Nokia phone with the Windows Phone Operating System.•Developed and implemented a faster acceptance process in collaboration with Rogers Wireless, decreasing time to market by 40% for the Nokia N8 mobile device. Show less

Responsible for the creation and maintenance of all operator-specific handset custom specifications and software variants.•Established a new process to implement extra revenue-generating applications into Nokia devices which increased sales.• Implemented Nokia Evidence-Based Acceptance test plan that quality checks the entire customization of the product, including Nokia and operator services.

End-to-end responsibility in the Bulgarian, Hungarian, Serbian, and Croatian markets for all mobile phone launch preparation, including the organization and execution of handset field test activities, and product validations. •Responsible for product technical support and field testing; identified, diagnosed and resolved technical issues throughout a product’s life cycle.•Designed and wrote test plans and cases for service engineers of local distributors; eventually built a local… Show more End-to-end responsibility in the Bulgarian, Hungarian, Serbian, and Croatian markets for all mobile phone launch preparation, including the organization and execution of handset field test activities, and product validations. •Responsible for product technical support and field testing; identified, diagnosed and resolved technical issues throughout a product’s life cycle.•Designed and wrote test plans and cases for service engineers of local distributors; eventually built a local technical team.•Closely collaborated with developers and colleagues to improve software quality in all stages of product customization. Show less

Performed technical and sales support for Vodafone products including daily interaction and collaboration with consumers and vendors.