SociAl Strategy & Digital Solutions Expert

Sprint

  • Managed and developed team of 13 diverse members from senior to entry level, responsible for strategy to implementation of online customer engagement programs. Identified individual key strengths and weakness, capitalizing on efficiencies and expanding career focus.
  • Increased customer engagement 350%, resulting in over 1.8M visits month and 3M registrants on www.buzzaboutwireless.com. This transformed into Sprint Community, nucleus of Sprint's open and honest dialogue with its customers.
  • Reduced customer care costs $16M in < 1 year through Customer Care Community program. Recruited and educated specialized customer care agents, once trained, agents were moved from higher cost of phone support to efficient and effective online Customer Care community.
  • Sprint Ratings & Reviews generated 100k reviews in the first year, decreasing customer phone returns and improving online sales 25%. Strategized budgeted, planned and implemented first Sprint online and mobile ratings and reviews. Led integration with www.sprint.com/shop.
  • Directed $30M project, with 9M registered users, Online Customer Engagement team, accountable for business requirements and decisions for on time and on budget www.sprint.com/mysprint. Developed new user experience design, login process, account and device management tools, and social content integration with My Sprint and shop.sprint.com.
  • Led technology strategy in online research for software and vendors, providing technical solutions and presentation of recommendations to executives for selected sprint.com 2.0 software and vendors. ATG and Sapient. Oversaw program management and implementation of web programs.
  • Developed digital communications and engagement strategy. Provided community moderation and administration of online social properties, daily operations for customer engagement, installing software, building ratings and reviews, developing forum structures and crafting content for Sprint Community.
  • Created business processes, complementing and aligning with current IT processes.

Directed business development of website platform. Founding creator of first-branded telecommunications community. Manager, thought leader and advisor to highly functioning team, recognized as “go to” team. Directed daily operations of Sprint Community to provide customer retention and increase in product satisfaction.

Senior Manager, Online Customer Engagement

2006-2012