The University of Texas at Austin - Red McCombs School of Business

Director, Customer Experience Measurement & Insight at T-Mobile

Kansas City, Missouri Area

Lead a team of Customer Experience analysts dedicated to providing insights into customer experience improvement opportunities. Design customer surveys that enable us to determine how we are performing in all aspects of the customer experience and where we stand compared to our competitors. Investigate CX performance opportunities for all areas of the business, including Marketing, Sales, Customer Service and Network. Provide regular updates to senior leaders of the company.

T-Mobile

Director, Customer Experience Measurement & Insight

Lead a team of Customer Experience analysts dedicated to providing insights into customer experience improvement opportunities at Sprint. Design customer surveys that enable us to determine how we are performing in all aspects of the customer experience and where we stand compared to our competitors.   Investigate CX performance opportunities and establish NPS goals for all areas of the business, including Marketing, Sales, Customer Service and Network.  Provide regular updates to the CEO, Senior Lead team members and all areas of the company.

Sprint

Lead a team performing performance management analytics, reporting, and tool support.  Design and implement performance management methodologies for Customer Care, Collections, Telesales and Retail Sales representatives.  Create new metrics and establish performance targets to drive results in support of company priorities.  Support tools and systems to communicate performance results and facilitate the coaching process in support of metric achievement.  Perform Time and Motion studies, behavioral analyses, and competitive studies to further understand opportunities for improvement.  Create Customer Care, Collections and Sales reporting for all levels within the organization, from front line agents to the CEO.

Manager, Performance Management Analytics, Reporting & Tools

Customer Care Process Manager.  Managed Customer Care processes relating to Billing Adjustments, Billing, Payments, Refunds, Fraud and Collections.

Manager, Customer Care Process

Customer Care Process Analyst.  Managed Customer Care processes relating to Fraud and Collections, Marketing Program Implementation, process defect notifications, and owned a project management application that facilitated the tracking and prioritization of new projects for the entire process organization

Analyst, Customer Care Process

Led a team of up to 15 Accounts Receivable representatives responsible for collection on past due Sprint Yellow page accounts

Supervisor, Accounts Receivable

Supervised a variety of teams dealing with private label department store credit cards, including bankruptcy notification processing, chapter 13 collections, repossessions, front end outbound collections, and inbound customer care

Raman Wadehra

Raman Wadehra