Joyce Webb Email & Phone Number

United States

* As the Business Analysis Manager you will play a pivotal role in overseeing a group of business analysts responsible for analyzing the impact of current and proposed business practices and plans, with a specific focus on speech analysis. You will also be responsible for ensuring timely and competent analysis of results, goals, objectives, and needs across the enterprise. Your leadership will be critical in providing guidance for the direct team, managing cross-functional relations with the larger enterprise, and overseeing the reporting of insights derived from speech analysis. Job Responsibilities: * ­ Act as liaison and provide leadership for team and area of responsibility. Provide leadership, direction and coaching on project specific tasks as well as individual professional development. * ­Ability to see, account for, and coach others in the "big picture" as well as the details and to be able to tie initiatives to corporate goals. * ­Oversee and guide the speech analysis efforts of the team, ensuring that speech interactions are effectively analyzed to extract valuable insights for improving the customer experience. * ­Oversee the analysis of the impact of current and proposed business practices and plans on customer experience and overall business performance, with a specific focus on speech data. * ­ Provide strategic insights based on business analysis, including speech analysis, to inform decision-making within the department and the larger enterprise. * ­Identify opportunities for process improvement and drive continuous improvement initiatives based on business and speech analysis. * ­Manage resources effectively to support the team's objectives and meet deadlines. * ­Collaborate with the Senior Manager and other relevant teams to implement changes in policies, procedures, and business practices based on business and speech analysis insights.

Kansas, United States

Central Region

The Emerging Business Mission is to scale and enable businesses to deliver material T-Mobile revenue and growth. My goal in supporting the Care Channel for the Central Region is to accelerate sales, improve knowledge, remove obstacles, and WIN while we do it.

Birmingham, Alabama, United States

Responsibilities included acting as the primary site contact to communicate and drive strategic plans and incentives aligned with site and Value Creation initiatives, tracking, and managing inventory and budget expenses while fostering and developing cross functional partnerships with vendors, site support partners, ambassador programs, and the Value Creation Team.

Birmingham, Alabama, United States

Responsibilities included acting as a liaison and to drive execution of projects and initiatives at the site level to deliver an UnCarrier experience to internal and external customers, solving complex customer issues in creative and effective ways, delivering simplified solutions that allow departments to improve customer experience and reduce cost to serve, develop clear insights and make sound recommendations for site leaders, as well as create and maintain site-level reporting and communications.

Birmingham, Alabama, United States

I am a dynamic leader and strategist. I bring over 11 years of experience with T-Mobile and over 6 years of experience as a leader. I have been a part of the TEX Revolution since the beginning and I'm just getting started!#MakeShiftHappen*IdealTeamPlayerHumble Hungry SmartMBTI Profile: ENFJTop 5 Strengths: MaximizerRelatorPositivityAchieverArrangerTendency: Questioner#UnStoppable Responsibilities included the same as a coach, as well as aligning the customer experience across multiple teams and shifts, role model how to coach, develop, lead, and motivate the team, and set the direction for the team based on real time analysis and business data aligned with site and business goals

Kansas

I had the opportunity to manage, lead, and develop several front line teams as we transitioned and build the Team of Experts UnCarrier move. In my role I coached, motivated, and inspired the communities I worked with to exceed performance results and to provide rock star customer experiences. In this role I had the opportunity to serve as a media and site ambassador. I hosted several senior leaders, global care partners, as well as retail and engineering teams.

Kansas

My role as a Senior Representative was to serve as a leader in a team of 15 working directly under a Coach. I was expected to multi-task like a champ through multiple systems to keep track of attendance, review calls, provide world-class service on escalated calls, coach and develop representatives for the long term. In this role I led the #1 team in the Wichita Site for 2 years and earned a trip to Las Vegas though Winner's Circle.

Kansas

I served as a customer service representative for 6 years where I learned how to expertly navigate multiple systems at once, provide exceptional customer service, and retain and de-escalate customers. I became sales and service certified, worked as an MRC and Device champion, and assisted with several new hire training teams as additional support.