DeeDee Tapia
Peralta,NM
Summary
Results-focused Execution | Elevate Performance | Inspire Teams | Achieve Goals Experienced business leader with robust foundation in strategic planning, process improvement, and program development. Blend of responsibility, motivation, and amiable engagement, complemented by knack for swiftly mastering technology. Trusted advisor, leveraging broad skillset, meeting customer needs effectively. Diplomatic and tactful, navigating intricacies of sensitive and confidential information with seasoned proficiency.
Overview
9
9
years of professional experience
Work History
Operations Support Manager, Global Care
T-MOBILE
Albuquerque, NM
01.2020 - 11.2023
- Managed 30+ customer service managers and revenue ambassadors supporting offshore accounts
- Oversaw global optimization of customer support operations by managing teams, ensuring efficient processes, and maintaining service quality
- Collaborated with cross-functional teams to analyze performance metrics and implement strategies to enhance customer satisfaction and operational effectiveness
- Increased customer satisfaction 10% by creating call flow using measurable actions to align teams and improve call quality among 10+ care centers, increasing Net Promoter Score (NPS) from 59 to 65 within 3 months
- Achieved top Add-A-Line (AAL) team conversion rate in entire line of business for Q2 2023 by developing best practices, generating immediate performance improvements, and challenging enterprise-wide expectations
- Improved first call resolution (FCR) 5% by building and implementing weekly huddles for 10 call centers to share content and strategies, moving performance from 64% to 69% within 4 months
- Established and spearheaded recognition program, ensuring inclusivity and recognition for support teams, boosting morale, and improving job satisfaction
- Increased revenue by $200K in 1 quarter by identifying gap in adjustment process through building training course for leaders with inspection process, ensuring adherence to policy.
Senior Analyst, Business Support
T-MOBILE
Albuquerque, NM
01.2015 - 01.2020
- Provided strong analytical support for various business functions
- Analyzed data to identify trends, generate reports, and offer insights to influence decision-making
- Evaluated business processes, identified areas for improvement, and collaborated with teams to implement solutions
- Led or participated in projects, conducted research, and contributed to overall efficiency and effectiveness of business operations
- Developed and implemented execution plans for major call center initiatives, decreasing knowledge gaps and increasing customer satisfaction 5.4%, and call resolution time (CRT) 20 seconds within 4-month period
- Improved products and services launch approach 55% (measured through inspection process) by creating strong partnership with support teams through weekly meetings covering upcoming continuing education training and roadmap
- Designed metric reporting and stack ranking dashboard for new outbound queue measuring NPS, 1 call resolution, and voice of customer information, accessible by frontline and leadership, resulting in implementation of bonus process, enhancing performance, and improving employee satisfaction
- Built new internal SharePoint website to centralize and manage all line of business (LOB) frequently asked questions (FAQs), reporting, and administrative updates, catering to user base of 700+, facilitating communication and productivity within operations.
Education
Bachelor of Science (BS) - Project Management
Colorado Technical University
Managing Projects -
ESI Continuing Education
Skills
- Project & Database Management
- Risk Assessment & Mitigation
- International & Client Relations
- Data Modeling
- Root Cause Analysis
- Contract & Vendor Management
- Strategic Planning
- Budget & Forecasting
- Microsoft: Excel, Word, PowerPoint, Power BI, SharePoint, Teams, OneNote
- SQL
- Canva
- Tableau
- Compliance Requirements
- Program Management
- Operational Efficiency
- Administrative Management
- Data Analysis
- Performance Improvement
- Data Management
- KPI Tracking
- Employee Development
- P&L Management
- Budgeting and Cost Control
- Effective Communication
- Operations Management
- Hiring and Onboarding
Personal Information
Title: Project Manager
Timeline
Operations Support Manager, Global Care
T-MOBILE
01.2020 - 11.2023
Senior Analyst, Business Support
T-MOBILE
01.2015 - 01.2020
Bachelor of Science (BS) - Project Management
Colorado Technical University
Managing Projects -
ESI Continuing Education