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Todd Wiley is a Professional Customer Experience & Marketing Manager. Colleagues describe him as "Todd was a joy to work with because of how passionate and dedicated he is to his role. His expertise was valued as he worked to prioritize and pursue the right deliverables for the frontline experience. We worked on delivering a new account management tool to the frontline users to manage customer accounts. He collaborates well with cross-functional teams and advocates for the frontline while maintaining and building strong relationships. Todd could be a change-maker just through his insurmountable spirit alone but the fact that he has the intelligence and expertise to match makes him a formidable force and one to watch for the future."
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Integrated Marketing ManagerT-Mobile Sep 2020 - Dec 2023Bellevue, Washington, United Stateso Lead implementation of multiple phases of original Sprint Customer Migration process known as Migration as a Port (Map) which successfully migrated over 2 million customerso Created and drove development of Graceful Exit strategy to ensure Sprint customers would be taken care of if T-Mobile was not the best option for them moving forward. This process has been used for multiple cohorts of customers. Project and usage of strategy came in under budgeto Primary customer experience marketing lead for month-to-month lease strategy that allows T-Mobile to retain upwards of $170M in revenue through 2024 -
Sr. Systems Experience ManagerT-Mobile Feb 2018 - Sep 2020Bellevue, Washington, United Stateso Spearheaded implementation of new management style across Sales Operations Organizationo Lead retail channel decisions on new account management system helping guide design and functionalityo Drive cross-functional projects that delivers major costs savings for T-Mobileo Created strategy for future of Retail UI which is currently being deployedo Mentor to new and tenured team members across departments and helped several achieve their goals of getting promotedo Completed stretch assignment of managing team of 4 Individual Contributors where 3 of the 4 were promoted shortly after the assignment was finishedo Created new processes for support teams to more efficiently assist the frontline with escalations and system issues which reduced resolution times by several days
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Systems Experience ManagerT-Mobile Jan 2017 - Feb 2018Bellevue, Washington, United Stateso Retail Channel lead on serialization project that laid the groundwork for several new system enhancementso Created test cases for major enterprise projects and help perform to ensure functional requirements were meto Foster partnerships with cross-functional teams to align efforts in improving T-Mobile practices
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Sr. Analyst - Business ProcessT-Mobile Jan 2015 - Jan 2017Bellevue, Washington, United Stateso Built cross-functional relationships to determine best course of action on several projectso Key contributor on Operational projects responsible for up to $80M in annual savings to T-Mobileo Successfully lead effort to increase efficiency and accuracy of retail downtime procedures leading to an annual savings of $1M and reduced transaction time by ~7 minutes
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Retail Store ManagerT-Mobile Sep 2005 - Jan 2015Auburn, Washington, United Stateso Responsible for developing and managing a high performing team through formal one on one coaching sessions, daily in-the-moment coaching & weekly skills practiceso Operational SME for the Seattle South and Metro Districts responsible for keeping all Store Managers up to date on processes through weekly conference callso Ensure store is prepared for internal audits through preparation of quality assurance and inventory statistics
Todd Wiley Skills
Frequently Asked Questions about Todd Wiley
What is Todd Wiley's role at the current company?
Todd Wiley's current role is Professional Customer Experience & Marketing Manager.
What is Todd Wiley's email address?
Todd Wiley's email address is to****@****ile.com
What is Todd Wiley's direct phone number?
Todd Wiley's direct phone number is +142546*****
What skills is Todd Wiley known for?
Todd Wiley has skills like Customer Experience, Customer Satisfaction, Sales, Customer Service, Telecommunications, Sales Operations, Direct Sales, Cellular Communications, Customer Retention, Mobile Devices, Wireless, Solution Selling.
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Todd Wiley
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Todd Wiley
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