Tabitha Warren Email & Phone Number

Simpsonville, Sc, Us

Manage execution and implementation of work for 3rd party partners and vendors.

Utilize Design Thinking and Agile principles to define innovative, brand defining product and service experiences. Partner with cross-functional teams in the development, prioritization and execution of an omni channel experience roadmap. Provide direction, guidance, and translation of business requirements and consumer insights for key stakeholders. Perform analysis, define requirements/user stories, develop solutions and test and deliver customer-centric experiences.Interact with customers to gain deeper consumer insights, develop in-depth personas and get feedback on ideas and prototypes. Serve as a trusted advisor across teams and the business on how an experience does/could manifest throughout the product. Incorporate digital touch points such as web/app copy, e-mail, content and/or site merchandising to drive greater value.

Developing the content and end-to-end design efforts of Chatbot / Voicebot experience intents (digital conversations). Worked with UI and UX design teams as well as an AI development team, responsible for gathering the appropriate user scenarios (customer types, scenarios, system actions, etc.) based on the requested conversation overview from internal and external stakeholders and creating an end-to-end customer journey. Helped build out wireframes, storyboards and present proposed design solutions technology. Responsible for production support of our Digital Assistant Chatbot / Voicebot including real-time performance monitoring, regular end-to-end testing of the experience, as well as user acceptance testing for the launch of new flows and enhancements to existing flows. Worked with partners and stakeholders within the Omni-channel Customer Experience and Digital Operations organization.Responsible for monitoring, reporting, analyzing and communicating the bot’s performance. Work with our Analytics partners (Digital, Customer Service, Cross-Channel) providing requirements and partnering to develop all necessary reporting, dashboards / tools to derive insights, and analytics. Ensure data/performance reporting is accurate, understand and communicate performance and trends, and complete analyses to determine root cause(s) behind performance

LEAD for Care/Technical Support Coordinators and Pros. Previously a Care LEADStrategically planned, directed, and executed on our digital engagement project for our center. Identified pivot and cadence points along the way. Finished #1 nationally in digital KPI due to my project management contributionsPartnered with UI/UX designers around multiple projects. Developed conversation designs to solve overall end user issues while explaining solution with streamlined storyboard layouts to provide best overall user experienceTechnical project experience with Chatbot. Collaborated with Greenville Digital Assistant Chatbot team to understand and address gaps in AI interface to improve customer experience - Gaining knowledge of end to end design process (D-Tree Diagram Interpretation), utilizing MIRO and agile tools, including JIRA daily to track and manage workloadsPartnered with Go to Market, Value and Retention East Field Department, and Support Coordinator East Field Department through Cisco / WebEx Weekly meetings to help improve our Center and East Field ResultsDrive Sr. Manager(s) team results through coaching Led initiative to increase My Offers usage for our organization, achieving an increase in My Offers Utilization of 14% within 30 days Partner with Sr. Manager to develop and execute team strategy working with the Senior Manager organization to achieve Leading Q4 results for Disconnects Per Call, ending in the top 10 of the Enterprise for the quarterLead and managed projects that drove center results - Improved our centers Overall Rep non-esc 94.74% and VZ Sat non-esc 83.28% finishing #1 out of all the East Field Centers YTD Dec 2019Partner with our Operations team analyze reporting to identify areas that need improvement, and implement a strategy of observation and one on one sessions to determine what is working and roadblocks to overcome in order to improve performance

Founder and co-creator of the original loyalty playbookProactively mentored and hired Pros to resolve customer issues completely and independently, working to retain customers on calls by adding value. Several were promoted within our organization within a 2 year timeframe Facilitated expert negotiation and problem solving skills to resolve complex and non-routine customers concerns to save our customers. Communicate complex and technical answers clearly and concisely, adjusting language and customizing products and services based off the customers needs. Ability to identify and teach others how to save high value, high risk customers, buying trends. Finished #1 in overall disconnected in the entire nation 2015 Extensive knowledge of all VZW operating systems, OST's, KB articles, online tools and troubleshooting on all calls that require technical assistance. Reduced our overall handoffs by 3% YOY Proactively taught others how to review customer account information while on calls to identify and match customer's current and future needs with the appropriate product and /or service. Focus on selling to customers as appropriate in order to add a line, upgrade or sell accessories. Improved our revenue per call by 14% YOY

Maintained market & Industry knowledge of company and market promotional elements. Remain current on all wireless products and services, industry and competitive trends, and reinforce findings with the team. Created a competitor say this not that guide to help close the sale on our new account customers by 12% YOYAnalyze staffing needs of the store, creating the store staffing schedule on a weekly timeframe. POC of the store grassroot events on a weekly bases working and networking with other vendor and the chamber of commerce to increase store consumer and business sales by 19% YOYPOC for monthly forecast calls for our store. Responsible for financial and sales reporting. Managing cash and inventory levels. Ensure retail area storefront, merchandise and literature is in conformance with the merchandising plans. Monitor daily sales results and activities to ensure sales, retention, and compliance objectives are met. Passed all audits Grow and maintain existing customer base and manage churn. Ensure that customers and prospective customers are treated with the highest levels of courtesy and professionalism. Resolve escalated customer complaints in a timely and empathetic manner. Improved our NPS scores by 11% YOY