Summary
Overview
Work History
Education
Skills
Timeline
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Alicia Miller

Lone Jack,MO

Summary

Results-driven Program Manager with T-Mobile expertise in operations management and cross-functional collaboration, recognized for implementing process enhancements that maximized inventory revenue. Demonstrates strong investigative analysis skills to combat fraud while ensuring customer service excellence. Proven ability to drive program success and adaptability through innovative solutions.

Overview

34
34
years of professional experience

Work History

Program Manager, Sales Operations

T-Mobile
08.2018 - Current
  • Streamline strategies to ensure alignment with organizational objectives.
  • Enhance operational procedures for improved program effectiveness.
  • Focus on maximizing buyback revenue through strategic inventory management.
  • Oversee the operational aspects of the TFB Demo Program, meeting key performance objectives.
  • Manage an accurate $2 million annual demo inventory budget.
  • Form strong bonds with sales teams, corporate entities, external partners to meet operational needs.
  • Developed a collaborative partnership to discover cost-reduction options.
  • Boosted program flexibility through thorough cross-training.

Business Systems Analyst

Sprint
03.2015 - 08.2018
  • Vetted new third-party retail store requests and created new vendor IDs
  • Responsible for onboarding/offboarding third-party retail stores
  • Created over 20,000 individual profile IDs and access credentials for various systems/tools
  • Performed analysis to ensure third-party stores met Fraud Management requirements

Payment Fraud Specialist II, Fraud Management

Sprint
01.2003 - 03.2015
  • Minimized company losses due to fraud by reviewing and monitoring high-risk customer accounts
  • Made decisions to suspend and terminate services for payment and subscription fraud
  • Assisted customers, victims, and financial institutions with fraud investigations and resolutions
  • Investigated orders to identify and prevent payment and subscription fraud
  • Utilized investigative skills to detect various types of fraud, including cloning and equipment fraud
  • Conducted complex high-level investigations and provided ideas for process improvements
  • Created and maintained payment fraud Methods and Procedures (M&Ps)
  • Trained new hires

Customer Agent

Sprint Long Distance
05.1991 - 03.2003
  • Managed a high volume of inbound and outbound calls in a fast-paced call center environment, maintaining professionalism and efficiency
  • Provided assistance to customers facing challenges with Sprint's products or services, ensuring satisfaction and retention
  • Troubleshot, investigated, and resolved customer inquiries and complaints with precision and empathy
  • Logged and tracked customer interactions in a database, ensuring detailed and accurate records
  • Researched and recommended enhancements to customer support processes, improving overall service quality
  • Demonstrated excellent verbal and written communication skills, with a clear and pleasant speaking voice
  • Worked collaboratively in a team-oriented setting to achieve customer service goals

Education

Some College (No Degree) -

Longview Community College
Lee's Summit

Skills

  • Operations Management
  • Inventory Management
  • Partner and Program Support
  • Cross-functional Team Collaboration
  • Inventory Procurement
  • Vendor Management
  • Investigative Analysis for Fraud
  • Customer Data Analysis and Risk Assessment
  • Customer Service and Escalation Resolution
  • Risk Assessment
  • Payment Processing Knowledge
  • Employee Onboarding and Offboarding

Timeline

Program Manager, Sales Operations

T-Mobile
08.2018 - Current

Business Systems Analyst

Sprint
03.2015 - 08.2018

Payment Fraud Specialist II, Fraud Management

Sprint
01.2003 - 03.2015

Customer Agent

Sprint Long Distance
05.1991 - 03.2003

Some College (No Degree) -

Longview Community College

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Alicia Miller