Angel Sosa
Sr Customer Experience Manager - Broadband Product & Services @T-Mobile
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WORK HISTORY
Sr Customer Experience Manager - Broadband Product & Services @T-Mobile
Denver, CO, US
As part of T-Mobile’s Broadband Customer Experience (CX) team, I shape how products and services are launched and experienced. I focus on delivering seamless, end-to-end customer journeys while equipping frontline teams for success. By driving strategy, solving complex challenges, and partnering across the business, I help advance T-Mobile’s Un-carrier mission to remove friction, improve operations, and transform the customer experience.Key Responsibilities:• Drive CX strategy and represent the team in cross-functional and leadership forums.• Resolve complex product and service issues affecting customers and employees.• Share project updates, insights, and performance metrics with stakeholders.• Develop business process documentation for seamless operations.• Build strong internal and external partnerships to ensure alignment.• Identify pain points and design solutions to improve customer experiences post-launch.• Support critical projects that advance T-Mobile’s transformation and growth.
EDUCATION
University of Colorado Colorado Springs
PSYCHOLOGY
ABOUT ANGEL SOSA
I am a dedicated senior training and operations leader with over a decade of progressive leadership experience in multiple lines of business, including learning and development, specialized technical care, messaging care, and technical support. Throughout my career, I have consistently demonstrated a passion for cultivating talent, driving organizational development, and enhancing team and employee performance.As a strategic thinker and effective communicator, I specialize in aligning training initiatives with business objectives to meet and exceed goals. I have extensive experience with adult learning theory and delivering multi-modal modal training across business functions to meet the needs of all learners.My commitment to fostering a culture of continuous learning and professional development has resulted in measurable improvements in employee engagement, retention, and overall organizational success. I am enthusiastic about leveraging my skills and experience to contribute to the growth and success of forward-thinking companies.
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