Justin Summers Email & Phone Number

Bellevue, Washington, United States

• Leading digital transformation of self-service payment within T-Mobile's digital ecosystem, assuming ownership and responsibility for the development and documentation of all related business requirements.• Develop and maintain a thorough understanding of customer expectations by utilizing a variety of resources including voice-of-the-customer tools, data-driven analytics, social media insights, and usability studies.• Actively coach and facilitate the onboarding of new hires and external partners, enhancing collaboration and knowledge-sharing within and adjacent to the payment domain.• Regularly leveraged for feedback related to common enterprise tools and processes to establish best practices, consistency & uniformity across multiple organizations and teams. • Established a centralized repository for all digital payment documentation and requirements, streamlining access and utility for web and app services.

Bellevue, Washington, United States

• Sole product owner responsible for operations and development of all self-service billing, payments, and usage functionality on My.T-Mobile.com and the T-Mobile application. Annual traffic >100M unique transactions & several billions in revenue. • Maintained the product backlog; ensured team(s) had clear roadmaps, direction, and understanding of collective goals and leadership intent, with special emphasis on tech debt, maintenance, and quality. • Drove efforts to reduce API-related payment failures by ~20K weekly events in 2023. • Closed multiple gaps in functionality between self-service and assisted (customer care) channels resulting in a reduction of >200K contacts & >$1.5M in care costs in 2023. • Streamlined interaction with customer care channels, where approximately 19% of call volume relates to payments and billing; accelerated awareness of customer-reported live-site issues by 3-5 days enabling same-day discovery. • Cultivated a transformative team culture, redefining operational approaches and mindset towards task execution, leading to improved efficiency and morale.• Strictly enforced Web Content Accessibility Guidelines (WCAG) per latest requirements defined by the World Wide Web Consortium (W3C). • Facilitated Financial Accuracy Control Testing, SOX and PCI compliance testing against T-Mobile's primary consumer billing & payments portal(s).

Bellevue, Washington, United States

• Assumed primary responsibility for site health of a customer-facing payments/billing portal enabling >55 million one-time transactions a year, and >$8 billion in annual payments. • Led a team of 4 analysts conducting automated and manual user acceptance testing against multiple digital properties under an agile delivery model. • Led initiatives to partner digital support with care and retail teams to better identify & address customer complaints and reduce call volume. • Identified populations of customers blocked from making digital payments; partnered with remediating teams to correct and save an estimated $2.1 million per year. • Defined and implemented defect reporting & test case management standards for all customer-facing T-Mobile digital properties. • Extensively documented and maintained knowledge in various collaborative spaces to reduce overreliance on tribal knowledge and individual contributors. • Conducted comprehensive analysis of customer activity via telemetry & reporting suites; identified & resolved unique customer complaints as the final tier of production support.

Bellevue, Wa

• Conducted user acceptance testing against T-Mobile’s primary self-service web portal. • Analyzed user stories / acceptance criteria and participated in the refinement of new functionality. • Used subject matter expertise to conduct gap-analysis against new features ensuring conformity to existing business requirements. • Provided production support for mobile and web applications with ~30 million active subscribers. • Represented business leadership when interfacing with 3rd party vendors, and served as a primary point of contact for both internal and external senior leadership. • Set the priority of customer-facing defects & incidents and drove their resolution throughout the entire lifecycle. • Established and enforced QA standards for onshore and offshore test teams. • Selected to screen and hire a team of 20+ testers for new enterprise-level initiatives.

Kirkland, Wa

• Managed daily test efforts, allocation of testing resources, and regular delivery cycles for the Disney flagship mobile application with more than 3 million registered users. • Lead a team of 4 testers supporting testing efforts on numerous projects for major customers including Verizon, Disney, and Toyota. • Communicated daily with client stakeholders regarding defect status, creative documentation, product scope, and application knowledge. • Conducted several weeks of on-premises testing to support various location-based mobile applications. • Led regular internal and client-facing product demos. • Created all release notes and managed regular build delivery to a fortune 100 client from which >$10M annual revenue was received. • Collaborated with a customer’s onshore and offshore QA resources for the resolution of defects.• Established and distributed company-wide defect standards; emphasis on complete isolation and a clear problem statement.• Appointed the single QA point of contact for a high-profile client’s senior leadership.

• Combined knowledge of state and federal income tax laws to build & test a program for the professional preparation of business and personal income tax returns.• Assumed sole ownership over the creation of software modules with which 45K individual tax returns would be filed in the 2007 tax year. • Partnered with state governments and conducted detailed analysis of annual updates to tax law. • Executed responsibilities in an extremely deadline-oriented environment, and scheduled product release with different state and federal target dates.