Emily Zbryski
New Kensington,PA
Summary
Proactive project leader with a strong track record in executing large-scale business processes and experience strategies. Skilled in optimizing performance through data-driven insights, enhancing operational efficiency, and driving process improvements. Expertise in cross-functional collaboration, system integration, strategic planning, and adapting to emerging technologies.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Implementation Manager, Business Sales
T-Mobile
Pittsburgh, PA
11.2020 - Current
- Spearheaded organizational change on the TBG Service Model team, integrating enterprise systems, tools, and automated workflows.
- Led coordination across 12 teams for the Connected Workplace launch, driving success through strategic alignment, resource optimization, and standardized processes. Designed and implemented reporting and project management tools to enhance product performance and project visibility.
- Developed and piloted on-site support strategies, fostering cross-functional partnerships to improve deployment timelines and customer experience.
- Supported the implementation of Guide CX, enhancing stakeholder alignment, real-time analytics, and data-driven insights.
Retail Integration Leader
T-Mobile
Pittsburgh, PA
06.2020 - 11.2020
- Oversaw onboarding and training for 119 team members, including directors, store managers, associates and specialists in the Columbus/Pittsburgh markets during the T-Mobile/Sprint merger.
- Partnered with Workforce Management, Operations, HR, and EIT teams to swiftly address employee and customer challenges.
Retail Training Store Manager/Retail Store Manager
T-Mobile
Pittsburgh, PA
04.2015 - 06.2020
- Led and developed teams across six locations, driving performance and engagement.
- Designed training content as an Instructional Design SME for the national Retail Training Store Manager, READY! program.
- Contributed as a Sales and Customer Experience SME to create the Sales and Revenue training program for the customer care channel.
- Developed and piloted a three-week training program that became the model for the national Retail Ready! new hire program.
Education
Bachelor of Arts - History, Sociology and Political Science
University of Pittsburgh
Master of Arts - Instruction and Learning
University of Pittsburgh
Skills
- Project Management
- Business Process Optimization
- Strategic Communication
- Stakeholder Relationship Management
- Curriculum Development & Delivery
- Change Mangement & User Adoption
- Data Driven Research & Insights
- Digital Transformation & Automation
Accomplishments
- T-Mobile for Business CX Champion Award Winner (2024)
- Central/Mid -Atlantic Leadership Award Winner (2024)
- Performance, Image, Exposure Award Winner (2021, 2023, 2024)
- Onboarding Experience Evolution Summit (2023)
- Winners Circle Award Winner (2022)
- Implementation and Customer Success Leadership Summit (2022)
Certification
- Generative AI Leadership & Strategy Specialization (2024)
- Generative AI Automation Specialization (2024)
- Lean Six Sigma Yellow Belt (2024)
- Lean Six Sigma White Belt (2024)
References
References available upon request.
Timeline
Implementation Manager, Business Sales
T-Mobile
11.2020 - Current
Retail Integration Leader
T-Mobile
06.2020 - 11.2020
Retail Training Store Manager/Retail Store Manager
T-Mobile
04.2015 - 06.2020
Bachelor of Arts - History, Sociology and Political Science
University of Pittsburgh
Master of Arts - Instruction and Learning
University of Pittsburgh
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