Justin Defries Email and Phone Number
As a seasoned Senior Analyst within Field Intelligence with over two decades of experience at T-Mobile, I have consistently driven success through data analytics, project management, and effective leadership. My passion for exceeding customer expectations, coupled with a relentless dedication to innovation, has allowed me to thrive in a variety of roles, ultimately shaping me into a results-oriented individual contributor and a proven leader. Priority Management - Developed strategic plan to bring growing missed service level agreement to being caught up through prioritization of requests. Talent Development - Guided direct reports to career advancement, achieving highest promotion rate amongst peers. Creative Problem Solving - Led national initiative to completion through troubleshooting stop gaps and identifying and training process improvements. Process Development and Implementation - Redesigned Employee Care call handling process and Key Performance indicators. Presentation and Facilitation - Presented Analytical findings specific to Network Trouble Tickets to senior leaders with 200+ attendees. Customer Satisfaction and Loyalty - Created employee focused process to increase performance, leading to improved Net Promotor Score (NPS), increased bonus payouts, and promoted employee retention. Teambuilding and Training - Led training for leadership development in coaching practices through root cause analysis and identification of performance trends. Reporting and Analytics - Sought after resource for dataset from Quality organization for call studies, finding data through available resources (SQL, Nexidia, Cross-channel partnerships).If you find that I may be a good fit for a role within your organization and would like to discuss my skill set in more depth, please reach out to me at justin.defries@yahoo.comTechnical Skills:SQL, NICE, Nexidia, Verint, Impact360, CSM, LiveEngage, Medallia, Power BI, MS Office including Excel
Neubeam
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Sales Manager - Wa StateNeubeam May 2024 - Present
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Senior Quality Analyst - Field IntelligenceT-Mobile 2017 - PresentBellingham, Washington, United States• Cultivated strong relationships with department heads, aligning QA objectives with broader business goals, and fostering a spirit of cooperation across teams. Increased adoption of system tools (iPerform) from 12% to 80% through education, follow-up, reporting, and analytics• Delivered weekly regional and site level NPS insights, aiding directors in performance reviews and presentations to Senior Vice President.• Developed strategic approach and project management utilizing analytical studies to guide quality specialists from listening to calls to identifying key behaviors while meeting deadlines.• Skillfully managing and expanding analytical tools, incorporating new platforms, and integrating conversational intelligence technologies to stay at the forefront of performance enhancement.• Generated, examined, and presented insights on diverse subjects, contributing to enhanced customer satisfaction and overall performance enhancements.• Led 5G troubleshooting process creating massive approach change in call handling specifically for Sprint Migrated customers• Coordinating calibration sessions to establish uniform assessment standards, ensuring that all team members align with the company's high-quality expectations. -
Manager, Team Of ExpertsT-Mobile 2017 - 2023• Exceptionally strong and demonstrated experience leading quality, performance and process improvement efforts in a changing delivery system. Directed and managed project initiatives involving Tech Experts.• Established creative solutions, boosting morale and performance opportunities, including creating partnerships between ECS, RF Engineering, and Tech Experts.• Initiated pilot program aimed at bolstering resources for Tech Experts, elevating technical expertise within TEX Leadership• Served as Revenue Ambassador for Bellingham site, bringing new life and renewed focus on revenue driven metrics and incentives.• Launched Global Care Service Partner (iQOR) site in Makati, Philippines – Led training and development of wave 0• Ensured plans and roadmaps executed on policies and goals, provided supervision, and managed operations, staff, and program of departments in partnership with leaders.• Planned and oversaw policy and data research and data collection for team strategies, aligning with department and site needs, including best practices, and equity and customer centered focus. • Provided specialized expertise and recommended policy changes to address emerging trends.
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Special Account Care And Dedicated Care Reporting Team CoachT-Mobile 2014 - 2017Bellingham, Washington• Managed growth and advancement of 15 representatives responsible for maintaining high-value government accounts at T-Mobile (<$500K spend / year), improving performance, transitioning team from low performance to achieving recognition as top-performing team for 10 out of 12 months.• Coached and developed team members, promoting 50% within 12-month period for excellence in performance.• Identified and solved gaps in business efficiencies through proposal, pilot, implementation, and sustainment of 7 associate analysts responsible for sophisticated reporting and process document improvements within department.• Redesigned internal audit program to align with Un-carrier’s customer experience focus, heightening productivity and increasing levels of employee and customer satisfaction.• Led redesign, implementation, and sustainment of call handling and escalation process for VIP account types, fostering immediate attention and rapid resolution for high valued customers.• Uncovered and exposed $12M revenue leakage, enabling prompt corrective measures and contributing to improved financial performance.• Named Top Specialty Coach in Nation by Senior Vice President for the year 2016.• Launched service partner site (Alorica); becoming main point of contact for Operation and L&D Support
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Customer Care CoachT-Mobile 2004 - 2014• Developed and implemented customer care strategies resulting in continual increase in overall customer satisfaction through net promotor scores and voice of the customer surveys. • Conducted regular performance evaluations, coaching, and training sessions to enhance team performance.• Effectively resolved escalated customer issues• Implemented efficient call monitoring and quality assurance processes, improving service quality year over year.• Oversaw daily operations, including workforce management, scheduling, and resource allocation.• Collaborated with cross-functional teams to improve product knowledge and service consistency.• Analyzed customer feedback and data to identify trends and implement process improvements.• Managed customer care metrics, consistently achieving or exceeding KPI targets• Maintained up-to-date knowledge of industry trends and best practices to drive continuous improvement.
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Senior RepresentativeT-Mobile 2001 - 2004
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Customer Care And Consumer Credit RepresentativeT-Mobile 2000 - 2001
Justin Defries Education Details
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Bellingham Technical CollegeAccounting -
Sehome High SchoolGeneral Studies
Frequently Asked Questions about Justin Defries
What company does Justin Defries work for?
Justin Defries works for Neubeam
What is Justin Defries's role at the current company?
Justin Defries's current role is Influence and Innovate as Individual Contributor with Success Through Data Analytics, Project, and People Management.
What schools did Justin Defries attend?
Justin Defries attended Bellingham Technical College, Sehome High School.
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