Hi, I’m
LAURA TABAREZ
Sacramento,CA
"True leadership is not about seeking personal glory or demonstrating expertise. It is about shining a light on others and bringing out the best in them."
LT
Summary
Experienced conscious leader skilled in steering strategy, driving business objectives, and optimizing efficiencies with a Bachelor's degree in Business Leadership and Master's degree in I/O Psychology, I excel at executing strategic initiatives, spearheading impactful launches, team development, and designing exceptional customer experiences. As a certified Professional Coach and Project Manager, I am adept at leveraging diverse perspectives and fostering collaboration to create innovative solutions. My focus on driving business growth while maintaining operational efficiencies has resulted in successful outcomes and meaningful contributions to the organization.
Overview
17
years of professional experience
6
Degrees & Certifications
Work History
T-Mobile
Sr. Customer Experience Manager
10.2013 - Current
Job overview
- Develop and own the comprehensive execution plans for Metro LOB consumer segments
- Present executive summaries to senior-level leaders within the corporate environment while also summarizing and presenting the tactical details to the sales field and sales leaders
- Accountable for project activity prior to launch, support during launch, and follow-up actions post-launch for the major business initiatives they own
- Oversee cross-functional teams and manage the execution of projects and programs while advocating for the customer and mobile expert experience within the Prepaid LOB
- Guide cross-functional team to proactively find customer experience opportunities and own subsequent solutions that ensure seamless post-launch support of new projects and programs
- Have ownership of the requirements on behalf of all customer-facing channels for all project activities including assessment, requirements, design, development, communication, and implementation
- Lead cross-functional teams, ensuring that a clear understanding of the key customer and frontline experience issues exists and that the solutions being implemented by active projects are aligned with the key drivers of the customer experience
- Serve in a consulting or subject matter expert capacity on enterprise-wide project teams to ensure enterprise-wide integration of reengineering efforts to accomplish project activities and objectives
- Partner with marketing, product development, training, and communications teams to influence solutions in a positive way for the front line and customers through the requirements, design, deployment, and post-launch stages of a project
- Solve complex, multi-faceted problems facing day-to-day operations; deliver simplified solutions that prepare the frontline retail teams for success in their role
- Professional coaching for life and work of internal clients per contracted agreement – up to 10 clients at a time to focus on career development, work/life balance, resilience, and leadership.
Skillsoft
Leadership & Resilience Coach
01.2023 - Current
Job overview
- Collaborate with executives and leaders to identify their strengths, areas for improvement, and personal development goals - Design and implement targeted coaching programs tailored to the individual's needs, focusing on enhancing leadership competencies, emotional intelligence, executive presence, building personal resilience, and work/life balance
- Work closely with leaders to develop strategies for optimizing performance in their current roles and beyond - Provide guidance on improving productivity, time management, and work-life balance, while aligning personal and professional goals
- Support executives in developing their leadership style and abilities, cultivating a high-performing team, and fostering a culture of innovation and collaboration
- Deliver customized coaching sessions and workshops to enhance leadership skills such as strategic thinking, conflict resolution, and change management
- Conduct in-depth assessments using tools such as 360-degree feedback surveys to provide executives with objective insights into their strengths and areas for improvement. Deliver feedback in a constructive and empathetic manner, focusing on actionable strategies for growth and development.
- Assist leaders in setting challenging yet achievable goals, both short-term and long-term.
- Establish regular check-ins and progress reviews to ensure accountability and track their advancement towards their objectives.
- Employ a variety of coaching techniques such as active listening, questioning, and providing constructive feedback to help executives gain clarity, shift mindset, and overcome challenges. Encourage self-reflection and continuous learning to foster personal and professional growth.
- Maintain the highest level of confidentiality and build trust with clients, creating a safe space for open communication and vulnerable discussions. Demonstrate professionalism, integrity, and ethical behavior in all coaching engagements.
- Avg. NPS Score 9.82/10 | Avg. Client Session Score 4.89/5
Metro by T-Mobile
Manager, Regional Retail Stores
02.2007 - 10.2013
Job overview
- Managed all customer service- and sales quotas, up to 17 employees
- Recruited, interviewed, trained, scheduled, supervised, and coached qualified sales associates and management teams
- Provided direction and motivation for the team, including sales contests and team building events; to promote a high sales and customer-oriented environment
- Overseen and ensured that all policies and procedures were being met as per the Store Operations Manual on a daily basis in all aspects of our daily operations in handling cash and inventory to prevent any company loss
- Provided performance feedback to all employees including, one on ones, on-the-spot coaching, quarterly-midyear-annual reviews; to promote employee awareness and influence development
- Monthly professional coaching to leaders to support career development and work/life integration and balance
- Ensured that all tasks, deadlines and reports, by myself and employees, are being met on a consistent basis
- Search for, participate in and manage outside marketing and local chamber events to promote business growth.
Education
Capella University
Master of Science from I/O Psychology
01.2024
Ashford University
Bachelor of Arts from Business Leadership
05.2020
Skills
- Strategic Leadership
- Project/Portfolio Optimization and Management
- Customer Experience Strategy
- Market Launch and Promotions
- Coaching and Development
- Business Development & Innovation
Certification
- Professional Certified Coach, International Coaching Federation, 09/2022
- Consulting Skills Certification, Association for Talent Development 1/2022
- Certified Associate Project Manager, Project Management Institute, 10/2021
- Mentor and Coach, Heartmath Institute, 05/2015
Accomplishments
Quarterly Winners Circle (2022-2023)
Published Author - Latinas Rising (2024)
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Leadership & Resilience Coach
Skillsoft
01.2023 - Current
Sr. Customer Experience Manager
T-Mobile
10.2013 - Current
Manager, Regional Retail Stores
Metro by T-Mobile
02.2007 - 10.2013
Capella University
Master of Science from I/O Psychology
Ashford University
Bachelor of Arts from Business Leadership