Vp, Customer Insights
Nielsen Mobile [Formerly Telephia]
Led team delivering over 250,000 interviews per year with wireless customers on usage, satisfaction and devices. Established cross-carrier customer satisfaction benchmarks for voice, data, network quality, pricing and handsets. Developed a new line of high-value deliverables on customer retention/churn prediction. Lead several major product development initiatives, including a wireless data user panel and handset report. A company spokesperson and convention speaker on wireless customer trends with media outlets including The New York Times, USA Today, NPR Morning Edition, CTIA events, Wireless Week. Client portfolio included: AT&T, Cingular, Nextel, Sprint PCS, T-Mobile, Verizon