David Heuser

• Key strategy partner for department sales process Expanding revenue from $66M in 2019 to $1.5B in 2023.
• Customer Experience owner for over 4000 employees, improving Net Promoter Score from 53 in 2018 to 71 in 2023.
• Executive Escalations owner – Resolving customer issues that originated with C-Level leaders. 24 hour SLA for resolution with closed loop coaching to all involved.
• Developed, trained & managed QA program for all department Customer Experience Centers.
• Total Experience award winner – given to employee demonstrating customer focus in all actions, VP selected.

• Customer Experience POC for Pacific Region VP including four call centers. Top performing region in CSAT 3 years in a row.
• Reporting owner for weekly calibration accuracy and follow up education for all Pacific Region center leaders.
• Partnered with Coaches and Training Managers for Quality Program refresher training for all coaches and above.
• Provided root cause analysis to customer experience and quality program performance trends.

• Provided ongoing coaching and feedback for Social Specialist team of 20 individual contributors (on-site and remote). Team Exceeded in CSAT and and first touch resolution goals, MoM.
• Co-lead project launch for T-Mobile’s first messaging platform and messaging team.

● Quality program POC for 2 Customer Experience Centers (100 leaders).

● Supported three diverse lines account types: Business, Employee, Customer Care.

● Responsible for 140 employees exceeding company goals.

● Partnered with HR in new employee hiring process – improved attrition by 5%

● Site Director selected to co-facilitate 3-day new hire training reviewing company Values and our approach to D.E.I.

● 3-time Top 10% performance “In-Crowd” winner

● Two-time Peak Achievement award winner. Given to top .004% of employees based on performance and leadership.