Jannon Siler MBA PMP

Identify and investigate opportunities to improve the customer experience at touchpoints across the support journey, including service interactions across channels, resource allocation, processes, workflows, and tooling. Autonomously drive end-to-end project plans for operationalizing customer-service interactions, and plugging into existing workstreams/data centers. Partner with our research, and CX teams to uncover customer-centered insights to build and scale into new / evolved service operations. Build segmentation and prioritization of customer needs/types - against a roadmap for operationalizing investment and scale. Effectively determine contingent staffing needs; implement effective roles, responsibilities, and global team structure to continuously improve Customer Satisfaction (CSAT) and Support Satisfaction (SSAT) scores

• Understand the capabilities and value propositions of the current product portfolio and roadmap and the resulting T-Mobile technical solution opportunities, challenges and business concerns. • Develop scenario-based business value propositions and differentiated offers that incorporate content and story architectures based on industry and business experience • Manage the life-cycle of a significant portion of the current product portfolio and roadmap; understand what drives Consumer buyer behavior, levering a Customer-centric point of view. • Understand the and drive the technical portfolio and ensure curated feedback informed by Care, Retail, Customers and the Industry are appropriately prioritized as milestones within each respective Product Life-cycle strategy • Engage deeply with the Principal Product Owners, Commercial Owners, Retail Leadership and Care Leadership to learn and curate feedback regarding where the product is succeeding vs. has an opportunity to improve – own the feedback & communication Life-cycle to demonstrate product velocity to these respective stakeholders • Research industry challenges and opportunities to understand market trends, competitive forces, and T-Mobile product differentiation to inform and influence each respective Product Vision and execution strategy

● Support and partner with Service Partner Site leadership teams to meet or exceed customer expectations, maximize revenue opportunities, and delivering both at the lowest possible cost. ● Managing and developing training staff (training manager, trainers, training assistants and support staff) to meet and exceed training requirements set by enterprise to be able to service customers ● Conduct long term strategy planning including disaster recovery, agent efficiency through cross training, and support of business and budget goals. ● Achieve and maintain a high level of knowledge of the competitive marketplace and the changing wireless environment to enable protection of market share and achieve customer retention goals. ● Identify opportunities for technology improvements for productivity/service improvements. ● Resolve operational and interdepartmental issues. ● Serve as a Subject Matter Expert for multiple lines of business (@Work, Retention, Pay in Advance, General Care, SCNC, Activations, Telesales)

Deliver/facilitate new hire training using the provided curriculum to newly hired customer service representatives Facilitate continuing education classes to existing CSR's for new products, services, customer service skills and market launches Provide performance feedback to class participants in the classroom Create and maintain a conducive adult learning environment for all participants, new hire or continuing education Create and maintain strategic partnerships with floor operations and Instructional Design partners Communicate with various departments within the call center and nationally; including resource planning, human resources, quality and the help desk Actively participate in Train The Trainer (T3) sessions as well as pilot sessions where applicable Participate in company wide projects/assignments, which could include working on curriculum updates/revisions or traveling to assist with new center launches Attend quality calibration sessions regularly Participate in Club New Hire process with operations and HR Coach Supervise GMA/GMP, which includes providing floor support and one on one development coaching to CSR's Provide timely, accurate and effective feedback to CSR regarding job performance Perform administrative and reporting functions through systems such as T-Metrics Take escalated calls, approve adjustments and monitor CSR's for quality Create CSR development plans geared to drive world class results Supervisor Complete administrative functions such as approving timesheets, addressing disciplinary issues and ordering/tracking employee phones Partner with HR when initiating corrective action Administer and grade paper evaluations for new hire classes and level 1 and 2 evaluations for continuing education classes

Strong commitment to world class customer service Superior oral and written communication skills Superb leadership and interpersonal skills A knack for effective time management, organization and prioritizing Two to five years customer service One to two years management/supervisory experience leading teams (call center environment preferred) Team facilitation and training skills Strong decision making, change management and negotiation skills Ability to work well and quickly under pressure