As a customer experience executive, my passion is to help companies develop and implement the systems/processes/teams needed to consistently deliver a world-class customer experience that will minimize costs, while still providing a competitive market advantage. Along these lines, I’ve spent 15 years partnering with senior operations management and executive staff within companies to analyze problems, achieve shared goals, and translate support needs into actionable, efficient solutions.Throughout my career, I’ve had a reputation for bringing together cross-functional teams to solve big issues. Since 2008, I have led efforts to realize over $100 million in savings at T-Mobile by reducing the demand on our customer service organization. What’s more, I have been instrumental in helping the T-Mobile customer service organization win 11 coveted J.D. Powers Awards for customer satisfaction. I’ve done this through a consistent focus on the frontline and what will allow our support personnel to best service our customers and represent our brand. My management philosophy is one of "Servitude Leadership" and I believe this principle is embodied in every aspect of my team's efforts and results.I am open to all relevant conversations. You can contact me at mark.davis1970@gmail.com or call 425-444-0538.Specialties: customer service; customer experience; technical care; tech care; leadership; director, senior director, vice president, coaching; development; wireless; change management; efficiencies; project leadership; projects; service automation; self help; IVR; SIVR; integrated voice response system; methods and procedures; M&P; workforce management; resource planning