Margaret Perez

***Supported LOB's - BTS, BTEX, BCO, MICRO, and TFB Spanish***

*Partner with site leadership to improve TFB performance, MOM. This includes driving improvement for each KPI; along with any other goal set by T-Mobile.

*Drive strategy that will help site achieve performance, above expectations.

*Fostered relationships with partner site Senior Operation Managers, Directors, and Operation Managers to drive TFB initiatives and vision.

*Encourage cross-functional partnerships to use all resources available to drive behavior & performance improvement. Additionally, partner with teams/individuals from internal team to gather best practices and to improve current processes.

*Collaborated with multiple departments to implement and create key processes for TFB Spanish Implementation (example; T-Priority).

*Manage staffing with site leadership to ensure we meet show rates, ASA's, and decrease attrition.

*Spearheaded change management initiatives to successfully integrate new processes or technologies into existing operations.

*Drive a culture that fosters a working environment that represents T-Mobile, Global Care, and TFB vision.

*Drive site development by partnering with FDLM and focus on growth for leaders.

*Manage launches of new TFB NMA LOB at multiple sites by monitoring ramp plan, FTE changes, permissions, and driving a successful glide path

*Implemented escalation procedures to effectively handle time-sensitive issues.

• Reviewed company's strategic plans and developed departmental goals and standards to support vision.
• Streamlined business processes by analyzing current procedures and implementing necessary improvements.
• Manage multiple site performance to ensure TFB KPI's are achieved.
• Drove process improvements to enhance product quality and customer satisfaction, leading to increased customer retention rates.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.

**In additional to all responsibilities noted above for the Business Operation Manager. This role included Business Support Manager duties*

*Drive reports from Power BI to provide additional insights that can drive the business forward. These insights help provide a direct focus to site leadership.

*Managed all escalations pertaining to C2, Business Care Offline, TFB Messaging, Mistreats, GCOI reports, and permissions. Ensured timely resolutions while maintaining positive relationships.

*Spearheaded a process improvement project that identified inefficiencies within current workflows; implemented changes resulting in reduced handling time

for customer inquiries.

*Established and maintained cross-functional teams for improved communication between departments and better customer experiences.

*Partner with training leadership to drive company and site initiatives. This includes managing performance by tracking progress, guiding action plans, and give direction for next steps to ensure metric target are being met.

*Led and facilitated several workshops and content that drove company initiatives.

*Manage and support classroom management by driving adult learning attributes; along with overseeing curriculum impacts.

*Inspect and develop TCC Management skills to ensure appropriate performance management.

*Partner cross-functionally with Ops, Quality, and Business Support to ensure a unified focus and goal. This includes hosting calls with cross functional teams to brainstorm & understand business opportunities; this provides guidance for any needed adjustments for new hire training.

*Lead continuing education for operations team to close any knowledge gaps.

*Provided regular updates to team leadership on quality metrics, communicated opportunities and/or production deficiencies. These updates were provided weekly and monthly.

*Managed and led Bilingual Quality program; this included creating statistical reports, host Bilingual Calibration Sessions, and provided insights with next steps to improve performance.

*Managed and led call studies that provided a deep dive into current company initiatives.

*Collected and analyzed data, developed & recommended opportunities to policies, processes, and procedures that increased productivity and reduced cost.