Kristyn M. Email and Phone Number

•Provide comprehensive reporting and analysis for the T-Mobile postpaid voice base customers with an emphasis on customer churn, ports, incentives, and upgrades for the leadership team within the Marketing organization.•Built Power BI workspace/app with ~50 reports that are updating daily for the marketing and consumer sales leadership teams. Develop additional reporting as needed. Operate as Power BI capacity admin for premium capacity workspace to monitor capacity and ensure that data loads are balanced, and the system is available. •Provide specialized analysis and reporting for iconic device launches to determine customer behavior regarding launch offers and determine overall launch success.•Completed substantial research and code creation for port requests, pending ports, and closed ports to provide automated a weekly refreshable cube that provides data for both Sprint and Magenta customers. •Built a suite of comprehensive disconnects reporting for the Small Town and Rural markets sales team to compare the churn performance in smaller markets with the Top 100 markets across the country. Provided extensive analysis of the network improvement within the smaller markets and impacts on churn.

• Responsible for delivering customer insights, analysis, and creating presentations of research findings to the leadership team within the Consumer Markets organization.• Combine survey results from the Un-carrier Experience survey, Returns survey, Extended URL survey, and Post-Visit transactional surveys into comprehensive bi-monthly analysis packages with detailed insights and customers verbatims to highlight pain points. • Writing reports by integrating data and providing actionable recommendations to leadership of the store format teams: Fleet stores, Signature stores, and Experience Stores. • Work with the survey vendor, to complete UAT testing for all surveys prior to launch. Serve as one of the main points of contact for the text analytics RFP process. • Working with various vendors to test their text analytics products to determine if their standalone tool will work for the team.

• Provided weekly cross-functional Net Promoter Score (NPS) reporting and analysis for the executive team.• Provided weekly reporting and analytics for our Buy Online Pick up in Store (BOPUIS) program.• Analyzed the Overall Care and Chat Net Promoter Score results and created a composite score based on actual call volume, IVR volume, AI chat volume, and live agent chat volume instead of survey volume.• Analyzed customer verbatims across multiple transaction and relational surveys to determine top customer dissatisfiers and potential solutions. • Gathered various customer data points with survey responses to provide actionable insights to drive improved customer experience.

• Provided project management support and data analytics for the weekly Sprint Promoter Score (SPS) Executive Dashboard. This dashboard provides a comprehensive view across retail, care, and the overall customer experience. This project involved leading a weekly meeting with a broad audience to discuss SPS results, performing deep-dive analysis into root causes of customer issues, assessing the impact of policy changes, device launches, and plan promotions on the various SPS surveys, verbatim analysis, and the overview for the executive team email distribution. • Trained additional staff to work on the dashboard and various ad hoc analysis reporting. • Created a permanent data table to collect and store common attributes needed for various SPS Analysis projects. This table provides all of the attribute data needed to provide robust analysis on all surveys. • Created the Weekly Summary reporting for the SPS Task Force to monitor and track progress on SPS improvement projects.

• Provided most of the back-end data support, including but not limited to the Quartile by center report, Segmentation report, and target updates for Care. • Worked with the Vice President designates to set operational targets on agent level metrics for all Customer Care teams. • Provided updated daily call metric reporting for the Postpaid and CFS lines of business that were used by multiple teams within the company. • Worked closely with the HR team to provide reporting on the effectiveness of the training given to new hires by reporting agent performance at different tenure intervals after training. • Created weekly postpaid credits total view report. This report showed a week over week trend and MTD pacing information regarding the credits that were being given for each business group. • Created monthly Quartile stack rank of agents for six key performance metrics. This analysis tool was used to resolve contract payouts with our vendors by showing how the agents stack against each other.

• Developed automated reporting solutions for Call Center leadership team. • Analyzed agent level report to identify outliers and recommended appropriate solutions for improvement. • Created weekly site performance report that allowed the leadership team to monitor key performance indicators. • Created comprehensive analytics package highlighting the main drivers behind the adjustments per call. This allowed us to reduce our adjustments 35% over a six-month period. • Created a segmentation report for our NSS agents that gave them a blended performance score and stack rank allowing leadership to effectively coach and develop. These agents were not included in the corporate segmentation report.

• Reporting and data expert for the Operations and Service Division that improved reporting accuracy by 40% leading to a substantial improvement in client satisfaction.• Worked closely with Account Managers to ensure that the data capture tool was set up properly to extract the necessary activity details to provide actionable reports back to the client. • Monitored agent performance and data entry. • Prepared monthly reports for clients to showcase the value of the service provided.

• Identified root cause process, policy, and support issues for all executive complaint letters. Analyzed voice of the customer satisfaction study data to identify trends and opportunities for improvement. Quantified impacts of customer experience dissatisfiers and provide recommendations to mitigate problems. • Analyzed and interpreted internal customer information to identify gaps and make recommendations for improvement.

• Analyzed all customer care internal data and satisfaction results to drive a reduction in Care calls and an improvement in satisfaction for customers calling Care. Designed and developed standardized and adhoc reporting for Customer Care and other business partners. • Analyzed satisfaction by call reason to help determine areas of training for agents. • Provided detailed analysis to mitigate risks associated with new product, process, or program rollouts. • Analyzed gaps for specific vendors and call centers and help create action plans for improvement.

• Created and maintained a monthly package presented to the executive leadership team, by customer touchpoint, that lead to continuous monthly improvement in voice of the customer satisfaction results. Responsible for ad hoc reporting as needed. • Created weekly report that identifies potential customer satisfaction concerns with specific phone models. Worked with product teams to move these products out of the market.

• Coached, developed and motivated a team of up to 26 Activation Representatives and 2 Leads to activate all new phones in the South region. • Interfaced with dealers and market contacts to handle customer account escalations. • Coordinated work flow to ensure compliance with service level agreements.

• Completed daily impact reports, quality monitors, and the training and development of new agents as well as any special projects given to me by my supervisor. • Identified trends on problem activations and managed solutions to improve the overall customer experience.

• Activated orders that came through Local and Direct Marketing sales channels.• Maintained high quality and productivity levels.• Nominated by Management, for excellent performance and leadership skills, to cross train to handle dealer support calls when needed.

• Evaluated, developed, coached and counseled a team of up to 4 associates and maintained day-to-day operations, including merchandising and markdowns. • Reviewed customer and associate accidents, risk management and monthly and quarterly reports associated with Safety.

• Managed daily organization of the restaurant, which included hiring, training, coaching, evaluating and scheduling of employees and daily and weekly bookkeeping.