Nick H.

About Nick H.

I’m an accomplished product and program manager with with extensive experience driving high levels of satisfaction and customer service.I’ve worked in customer service with T-Mobile since 2016 and was promoted to Senior Customer Experience Manager in 2019. In this role, I oversee the full scope of quality assurance, long-term planning, and growth strategies for T-Mobile\'s Virtual Assistant. I’m proud to have led the rollout and continuous expansion of this innovative customer success model, which allows for agents to provide wide-ranging support across specific geographic locations. In addition to driving a 15.56 improvement in Net Promotor Scores for Virtual Assistant, upholding quality assurance standards, and driving increased collaboration between departments, I also serve as a liaison between T-Mobile and external organizations, including Fortune 500 companies interested in adopting the model. I host presentations and coordinate monthly visits to Customer Experience Centers, serving as the face of the organization and effectively selling the program’s impact.I have a strong background in sales and customer-oriented program and project management prior to T-Mobile; I ensured effective implementations and support for clients and internally as BPO Project Manager with Alorica and drove the end-to-end process for client campaigns as Client Service Manager with Message Broadcast. My experience has primed me to deliver lasting value and growth to any organization. Key Strengths:Product & Program Management | Account Management | Customer Service & Success | Client Campaigns | Business Development | Customer Growth and Retention | SaaS Sales | Solution Selling | Product Rollout | Managed Services | Direct Sales | Marketing Strategies | Process Optimization | Operational Efficiency | Key Performance Indicators | Customer Relationship Management | Strategic Partnerships | Project Management

Experience

1. Sr Customer Experience Manager

   T-Mobile

   May 2019 — Present · Bellevue, WA, US

   Manage mid to large strategy development programs crucial to T-Mobile’s Virtual Assistant (Chatbot) lead planning for long-term program growth strategies in collaboration with key stakeholders and prepare status reports for senior leadership on the management of project schedules.• Review KPIs and analyze Medallia surveys to ensure optimal performance of T-Mobile’s Virtual Assistant, encompassing Net Promotor Scores, customer satisfaction, and containment; contributed to a 15.56 NPS improvement and a 2.99% improvement in containment rate• Drive excellence in quality assurance and identifying any system bugs; recommend and maintain backlog to ensure experiences are enhanced and prioritized based on severity

Education

• UC Irvine

  Bachelor of Arts (BA), International Studies

Skills

• B2b
• Customer Relations
• Direct Sales
• Marketing Strategy
• Strategic Partnerships
• Customer Satisfaction
• New Business Development
• Business Development
• Sales Process
• Telecommunications
• Account Management
• Entrepreneurship
• Online Advertising
• Project Management
• Saas
• Solution Selling
• Management
• Product Management
• Business Analysis
• Voip
• Salesforce.com
• Competitive Analysis
• Contract Negotiation
• Selling
• Start-Ups
• Managed Services
• Wireless
• Customer Relationship Management (Crm)
• Mobile Devices
• Sales
• Email Marketing
• Customer Retention
• Customer Service
• Crm