Glenn Widmer Email & Phone Number

Dallas, TX, US

Dallas, TX, US

• Assisted with Gridiron’s acquisition of Pick-6 Sports as their flagship merger partner driving formulation of a nationwide sports organization. Works directly with CEO, traveling across the U.S. to acquire and onboard.
• Launched new website/technology platform. Manages team handling data transfer, analysis and interpolation.
• Has onboarded 50+ leagues to Gridiron’s platform; website and database, including stats and data transfer.
• Interfaces with company Board and investor groups, providing data analysis and insights, collaborating on strategic direction supporting sustainable growth, cogent governance and development decisions.

Bellevue, WA, US

• Charged with managing relationships with device simulators to help drive ongoing product quality and improve CX for T-Mobile customers. Owned phone provider relationships to help manage device launches and develop.
• Improved customer engagement to double and triple traffic to Online support areas.
• Worked with device manufacturers to resolve mid-launch technical issues, up-levelling product efficacy.
• Launched IoT products, including a vehicle device plug-in tracking car performance and safety, and a product assisting businesses with fleet management.

• Unique youth sports organization offering inclusivity (all ages, genders), safety-conscious approach, and low sign-up costs. Completed competitive/gap analysis to develop an organization offering what people were.
• Developed partnerships with Marcus Trufant and the Seattle Seahawks, holding tournaments and events staged in high profile locations (V-Mac Practice Center), etc.
• Furthered community presence by partnering with schools, youth organizations and city parks/recreation departments.
• Successful crisis management strategies during Covid included engaging with customers and appeasing with future credits to stave-off cancellations.
• Grew to become the largest NFL Youth Flag Football organization in Washington; expanded to presence in five states (Washington, Oregon, Utah, Idaho, N. California), serving 15,000+ kids and their families.

Bellevue, WA, US

• Led a division of 21 analysts; team of five direct reports generating site-level operational insights to drive optimal call center performance. Pulled and analyzed data from multiple systems, and reported results to.
• Led a business-critical service center consolidation in the wake of T-Mobile’s aborted merger with AT&T. Completed thorough business intelligence due diligence, including workforce planning/staff allocation analysis.
• Successfully addressed employee notification and relocation issues, lease concerns and negotiations with local municipalities to resolve incentive agreements. Efforts culminated in the successful closure of seven call.

Bellevue, WA, US

• Oversaw customer service call center performance across 54 locations (24 company-owned, 30 service partners). Worked cross-functionally to resolve issues impacting service delivery, reporting regularly to C-Level.
• Directed project managers handling capital renovations of $2M to $12M. Managed complex incentive programs through municipalities, ensuring all commitments met.
• Winner of Peak Achievement Award for excellence in managing the call centers (service levels, system uptime, etc.)—emblematic of Top 100 employee status across the company.
• Recognized with Inner Circle Award, the top honor in all of Customer Service, for work on AT&T merger, and Power Zone Award, a departmental citation.

Bellevue, WA, US

Oversaw operational performance for 10 lines of business across 10 service partner call centers—a $100M business segment with 3,000 FTEs. Worked cross-functionally to develop staffing and call center strategies enabling delivery of world class service.

Bellevue, WA, US

Responsible for managing operation performance of five Service Partner (SP) call centers with 1500 FTE. Assisted in launching 4 new sites and converting 5 different lines of business at SP locations. Drove center KPI results by developing SMART action plans to achieve/exceed metrics, while ensuring predictable results which resulted in a Service Partner.

Bellevue, WA, US

Report directly to the Director of Technical Care (TC). Developed 2005 TC Strategy model and produced monthly analysis with recommendations on labor movement. Member of the Technical Care reorganization project responsible for building strategy regarding seating capacity, volumes, and ramp plan. Supervised continuing education training plan for TC which.

Bellevue, WA, US

Responsible for reporting, analysis, and performance of key performance indicators of the two outsource vendors for Technical Care. Partnered with vendor management to define and implement action plans to improve key operational metrics. Performed site visits to vendor location to audit compliance of call handling procedures, prescribed training, and audit.

Manage a virtual team of 14 - 19 employees across 2 different call center locations that average 500,000 calls per month, with 500 call center seats. Responsible for reporting, analysis, and real time performance of Customer Services key performance indicators. Direct and coordinate call center communication, crises management, labor reallocations, and.

Managed a 24 x 7 Customer Service Technical Support department of 5 supervisors and 60 call center agents that provided Tier 1 and 2 support. Implemented migration of Tech Support to a primary Tier 1 support department, which reduced overall AHT on technical support calls by 7 minutes per call. Facilitated and organized intensive knowledge refresher.

Supervised a 24 x 7 Customer Service Technical Support team of 14 - 20 representatives that provided Tier 1 and 2 support. Lead on the Foreign Roamer Proposal, which implemented a new process for handling foreign roaming calls, which reduced overall AHT on this call type by 9 minutes. Worked with Engineering to increase department's switch access, which.

Handled numerous calls from external customers and sales representatives on resolving issues regarding cellular service.

B.S, Information Technology

History