- Spearheaded initiatives to optimize service partner processes, workflows, and operational efficiencies, driving improvements in customer satisfaction and minimizing service-related challenges. - Implemented best practices for quality control, risk management, and data analysis across all service partners, ensuring consistent excellence in operations. - Leveraged data analytics to evaluate service partner performance, uncover trends, and deliver actionable recommendations for service innovation and optimization. - Delivered weekly reports on key metrics, including experience, cost, and growth/retention, to inform and guide Senior Leadership decisions. - Monitored and improved key performance indicators (KPIs), achieving a 13% increase in net promoter score, a 4% improvement in resolution, and a 3% reduction in call resolution time. - Partnered with cross-functional teams, including planning and finance, to align service partner strategies with overarching business objectives for seamless execution. - Collaborated with legal and procurement teams to negotiate contracts that ensured compliance, mutual success, and alignment with regulatory standards. - Built and sustained strong relationships with service partners through open communication, strategic alignment, and regular performance reviews, driving mutual growth and success.

- Managed performance analytics for internal and vendor site locations, providing insights and support to Consumer Care Senior Vice Presidents and Vice Presidents. - Established targets and addressed performance gaps to drive metrics that enhance employee and customer experiences. - Identified areas for improvement, implementing solutions to drive key performance indicators through QGP measures with daily center-specific targets to achieve quarterly goals. - Collaborated with finance and planning teams to align performance management objectives with overall business strategies. - Provided leadership and guidance to ensure team alignment with performance goals and organizational priorities. - Developed and maintained performance dashboards and reports, offering clear visibility into organizational progress and metrics. - Utilized strong communication and interpersonal skills to collaborate effectively with team members and stakeholders. - Applied analytical and problem-solving skills to identify and resolve performance challenges, driving continuous improvement.

- Envisioned, developed, and managed the Commercial Construct Statement of Performance for Vendor Partners (24+ companies), ensuring accurate billing, providing financial insights, and driving elevated performance. - Led a global initiative in KPI goal setting, motivating, and challenging over 40,000 front-line experts to enhance the customer experience. - Directed a team to build a front-end Power BI reporting interface, creating a framework that enabled rapid deployment of additional program solutions, benefiting front-line experts, leadership, and the broader T-Mobile organization. - Administered and managed a service partner bonus program, driving performance, reducing attrition, and boosting workforce motivation. - Designed and implemented both ad-hoc and long-term reporting solutions, delivering actionable insights to business leaders to optimize training and production performance. - Provided exceptional leadership, earning consistent recognition and accolades while developing a high-performing team of Operations Insights, Data Systems, and Logins/Security Analysts across multiple brands. Encouraged innovative thinking and continuous improvement, fostering team growth and success. - Partnered cross-functionally with various groups and business leaders to solve complex business challenges, align business models, and share best practices.

- Managed a team of Business Support Managers responsible for customer contact processes, procedures, and policies for outsourced call centers overseen by the Service Partner Management Team. - Provided leader-coach direction to enhance team member knowledge, skills, leadership competencies, and career growth opportunities. - Developed and implemented strategic plans to introduce new and improve existing call handling methods, procedures, applications, and tools. - Drove improvements in service partner leaders' and agents' ability to deliver exceptional service while achieving performance goals. - Collaborated cross-functionally with the Service Partner Management team and internal partners to align objectives and strategies. - Partnered with peers to design and execute process pilots and programs that enhanced service partner KPIs and customer satisfaction. - Oversaw, refined, and directed all service partner contact handling policies, ensuring consistency and effectiveness. - Led continuous improvement efforts through onsite inspections, real-time problem-solving, and enhanced procedures and tools.

Manages team of Business Support Analysts who are responsible for customer contact processes, procedures, policies used by internal call centers. Provides leader-coach direction and support that improves team member knowledge, skills, leader competencies, career path opportunities. Provides strategic vision and planning to introduce new and enhance existing call handling methods and procedures, applications, and tools to improve agents ability to provide exceptional service while meeting performance goals. Partners with peers to develop and execute process pilots and programs that improve KPIs and customer satisfaction.