Daniel Chamberlain

About Daniel Chamberlain

Driving performance and pioneering technological enhancements at T-Mobile, my focus on core Care Metrics and customer experience has been paramount. As the Sr Partner Delivery Manager, collaboration with various departments has led to significant improvements in product technology and learning content, reflecting my expertise in customer relationship management and analytical skills. With a background as Business Operations Manager, I have a proven track record in manufacturing process improvement, and my strategic approach to visual storytelling is evident in the successful cross-functional product and procedure developments. Our team\'s dedication to operational excellence has fostered vendor partner growth and advanced T-Mobile\'s mission in the telecommunications landscape.

Experience

1. Business Operations Manager

   T-Mobile

   Aug 2022 — Present · Frisco, TX, US

   Partnered with Global Care (GC) Prepaid Alliance, Quality, and GC Operational Insights to research and clarify customer sentiment, agent tendencies, and partner leadership business knowledge. Oversaw Partner business execution through partner town halls, cluster meetings and huddles.• Partnered with GC CEM, Content Management, Learning and Development, and Frontline Systems Experience Prepaid to develop emerging systems enhancements and product technology, enhance MetroCare updates, drive updates to Prepaid Alliance policy, and update learning content.• Lead partner focus groups geared towards improving customer experience, driving resolution and mitigating call back drivers, and leveraged focus group response data to proactively drive content updates for MetroCare (product, process, and system) and learning content (new hire and continuing education).• establish departmental goals and business priorities for vendor partners.• Developed continuing education and new hire training.• Participated in T-Mobile GTM calls and cross functional breakout sessions and collaborated with product/technology owners, customer experience management, subject matter experts to develop new products/procedures.• Partnered with GC Operational Insights, Prepaid Quality, and service partners to uncover develop reporting and facilitate focus groups to identify risks and gaps, proposing solutions to Prepaid Alliance and service partner leadership.• Provide program-level lifecycle management input into strategic direction for ongoing sales programs. Lead planning for key business areas and workstreams.• Partnered with GC Operational Insights to develop Ad-hoc reporting to close gaps in customer experience, enhance learning, and improve customer satisfaction, update business process, and increase first call resolution.• Created goals and developed SMARTER plans for service partners, creating daily/weekly/monthly/seasonal performance incentive programs to meet and exceed QGP metrics.

Education

• Colorado Technical University

  Bachelor of Science in Business Administration - BSBA

  2019 — 2023

• Collin County Community College

  Associates

  2002 — 2007