Ali S.
- Role
- Customer Experience Manager at T-Mobile
- Location
- Los Angeles, CA, US
- LinkedIn followers
- 500 followers
About Ali S.
If you are with a midmarket or Enterprise support organization and you\'re looking to…
Experience
Customer Experience Manager
Oct 2020 — Present
Oversee complex program-level deliverables and Customer Experience strategies supporting sales and service for Metro’s 20MM prepaid customers generating $10B in annual revenues. Serve as an organizational lead and active member of the leadership team driving development and execution of the customer experience for major operational and revenue generating projects. Liaise between cross-functional product and Frontline organizations to secure alignment on product improvement strategies, roadmap development, and successful implementation of CE improvements from concept to launch and deliver continuous improvements. Own and create the front-line and customer experience for Metro’s Customer Care, a customer service organization of 5K reps serving nearly 20M subscribers Launched Metro’s nationwide Home Internet product from the support side and partnered with L&D, creating training enabling support for more than 3MM subscribers under the T-Mobile brand, 400k home internet subscribers, and 730k activations since launch Revamped ecommerce purchasing processes, streamlining multiple processes into a single purchase flow for hard & soft goods (device and service line), and enabling Care to conduct sales; 106k orders for $3.6MM to-date, 2023 Designed the customer experience for the Metro Puerto Rico launch that has resulted in 20k total activations Partnered on fraud reduction initiatives that reduced fraud starting day 1 and reduced calls and escalations by 80% within 90 days Coordinated frameworks and user stories for Metro’s Welcome US support packages, working across internal organizations and external agencies to develop and launch, enabling to-date aid and support to nearly refugees towards a goal of by the end of 2024
Education
Ashford University
Bachelor of Science - BS
2018 — 2022
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