Kelly White
Director, B2B Customer Experience | Business Process, Program Delivery Management
- Role
- Director, B2b Customer Experience at T-Mobile
- Location
- Bellevue, WA, US
- LinkedIn followers
- 500 followers
About Kelly White
A results-driven leader with over 15 years of expertise in spearheading customer and frontline-centric strategic initiatives. Demonstrated proficiency in meticulously planning and executing experiences through innovative systematic and operational solutions.Led the establishment of a robust Go-to-Market (GTM) framework for T-Mobile Business Group (TBG), orchestrating cross-functional program management, meticulous tracking of portfolio deliverables, strategic prioritization, and successful execution of key initiativesDeveloped comprehensive end-to-end TBG program strategies, implemented efficient process management, and successfully eliminated frontline and customer pain points. Lead designer of T-Mobile\'s Team of Experts (TEX) program, leading to 60% NPS increase, cost reduction of 26% and churn reduction of 40%Cross-functional partnership and execution to implement a work from home solution during the pandemic. Transitioned call center staff to home in less than 20 days, prioritizing employee safety and customer demandPrimary on T-Mobile and Sprint Consumer and B2B Customer Care merger design, including evolution of internal call centers and world-wide global partners, leading to an 8-basis point churn reduction, 20-point NPS improvement and a 12% reduction in calls per account for the Sprint customer base through merger transition.Program lead for development and launch of frontline troubleshooting toolset, delivering a cost reduction of $12M through reduced handle time and improved resolution in Technical Support line of business
Experience
Director, B2b Customer Experience
Nov 2022 — Present · Bellevue, WA, US
Construct B2B customer lifecycle programs, processes and end-to-end journeys, with design efforts focused on customer experiences, frontline (Sales, Customer Service) and solving for supporting sales motion, implementation methodologies and end to end internal and vendor supported customer service experiences.
Education
Edmonds College
AA, General Arts
1999 — 2005
Washington State University
Bachelor's degree, Humanities/Humanistic Studies
2008
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