Jeffrey Howle Email & Phone Number

Kansas City, Mo, Us

Overland Park, Kansas, United States

Overland Park, Kansas, United States

Provided decision support analytics, A/B test post-mortem and executive reporting for all Interactive Voice Response (IVR) platforms supporting >100M customers.*Participated in database architecture design for the new T-Mobile IVR (VXIVR) during 2020-2021 that replaced the stand-alone IVRs for the two legacy companies.*Successfully migrated both legacy Sprint and T-Mobile customers over to the new single IVR (VXIVR) in 2023 with no service impacts.*Created an IVR analytics record repository (IVRAR) in Snowflake that transformed ~150 IVR menu events per distinct caller down to a single call header row ~750K daily calls. >Enabled executive reporting capabilities with DB link capabilities to Excel or Power BI. >Enabled ad-hoc analytics capabilities in mere seconds or minutes. >Repository updated daily with new historical activity.*Program managed a vendor-hosted customer journey visualization application for all IVRs. >Provided the internal IVR Operations team with tool training, report development and support of analytics questions.

Overland Park, Kansas, United States

Provided decision support analytics, A/B test post-mortem and executive reporting for Digital organization (Web, App, AI).*Created new analytics and trended reports highlighting customer contact reasons and rates coming both into and out of Digital from other service channels. *Partnered cross-functionally with other business units, accessing disparate relational databases with > 50M monthly customer level transactions for all service channels.*Shifted ~30% of payment and general account related inquiries from higher cost live Care agents over to lower cost Web and App via new self-service capabilities.*Reduced new fraud cases by >50% through post-mortem program analytics performed in support of enhanced fraud prevention and multi-factor authentication (MFA) implementation.

Overland Park, Kansas, United States

Provided decision support analytics, A/B test post-mortem and executive reporting for Omni-Channel Operations.*Demonstrated thought leadership creating new analytics and trended reporting focused on cross- channel contact frequency and reasons coming both into and out of all service channels.*Partnered cross-functionally with other business units, accessing disparate relational databases with > 50M monthly customer level transactions for all service channels.*This new intelligence served as the basis for developing new self-service capabilities and driving a change in service strategy. >Improve Net Promoter Score (NPS) >Reduce calls to Customer Care >Increase volume of Self-Service starts, completions and containment >Lower service costs >Improve the Customer Experience*Partnered with vendor, NICE Analytics, to design and launch a Customer Journey Optimizer (CJO) application that sat on top of internal customer-level transactional data contained in relational databases for all service channels.*Tool provided easy visualization and distillation of millions of customer contact journeys across channels to highlight dominant contact paths, reasons, and frequency in support of service strategy changes.

Overland Park, Kansas, United States

Served as an internal change-agent on improving Sprint's customer experience, customer perception, likelihood to recommend (LTR), and customer churn / retention by analyzing internal operations from the customer’s perspective.*Generated an enterprise view of official "voice of customer" dissatisfiers with multiple levels of root cause by researching several direct customer feedback sources ranging from websites, blogs, social media, Twitter, Facebook and internal customer email and executive escalations.*Authored an "Ideal Customer Experience" (ICE) framework to promote internal decision making consistent with implementing policies and practices that make it easier for customers to interact with Sprint Nextel. >Less bureacracy. >Simplified offerings. >More self-service options. >Improved treatment of loyal, long-tenured customers.*Renewed emphasis on "voice of customer" improved the trajectory of key operational and perception metrics in the 3 years post the Sprint-Nextel merger. >$2B of savings through reduction of calls and credits. >Largest improvement in CSAT scores 2007-2010. >First Call Reduction (FCR) within call centers improved for 15 straight months (2008-2010). >Annual call volumes reduced ~30%.

Overland Park, Kansas, United States

Preserved fiduciary responsibility of $2.0B Customer Care budget via development of ~200 annual business cases / feasibility studies to determine favorability to Customer Care operations. Team produced actionable, fact-based analyses from data mining to presentation of recommendations.*Reduced annual Customer Care operating expense ~$30M annually over a 3 year period (2004- 2007).*Lead analyst for Account Spending Limit (ASL) re-engineering program that reduced customer care call volumes ~700K (5%) per month post- implementation.*Lead an initiative to terminate ~2K negative margin customers saving the company ~360K calls per year and ~$720 customer lifetime value (CLV) per sub.*Lead an analysis of 250K legacy Nextel customers to understand customer behaviors in relation to legacy Sprint customers. >Enabled call center staffing and routing modifications reflective of customer profile and contact rates.

Overland Park, Kansas, United States

*Performed financial business case modeling for new business concept incubators. >Wi-Fi, Mobile Financial Services, Wireline Displacement, Automotive Telematics

Overland Park, Kansas, United States

Resolved enterprise handset and accessory inventory reconciliation problems.*Designed and implemented handset and accessory database report in MS Access with stored queries and procedures for extracting and summarizing sku-level inventory activity contained in disparate relational databases.*Enabled accurate, reconciled reporting of handset / accessory sales and remaining inventory for the first time in 4 years.

Master Of Business Administration - Mba, Finance

Bachelor Of Business Administration - Bba, Business Administration