Missy Sullivan
Bothell,WA
Summary
Customer Experience Manager offering 19-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Overview
16
16
years of professional experience
Work History
Sr Customer Experience Manager
T-Mobile
11.2021 - 08.2023
- Accountable for completion of all actions during launch and follow up actions post launch for the major business initiatives that I owned.
- Oversaw teams and managed the execution of creating business process mapping and documentation.
- Lead and owned all execution trade off decisions. Ensuring that cross functional teams have identified detailed scenarios and use cases, all corresponding risks have been identified and evaluated and solutions are properly selected.
- Responsible for fostering relationships to provide awareness of channel and customer needs with key organizations outside of the Sales or Care channels including but not limited to: Marketing Product Dev, L&D, Corp Communications, Finance and IT.
Implementation Manager
T-Mobile
05.2010 - 11.2021
- Manage the deployment of new Enterprise, SMB and Government customer contracts and execute implementation strategies that will grow and sustain T-Mobile's high value customer base.
- Define, review and deliver on program plans including transition management, customer education on wireless service and equipment, billing options and other T-Mobile capabilities.
- Averaged 95% on survey's to customers that rated my implementation plan and ability to perform on our customized deployment schedule.
- Facilitate onsite trainings and webinars for end user population as well as key personnel with each customers organizations on T-Mobile products and processes.
Field Account Manager
T-Mobile
11.2007 - 05.2010
- Leveraged team of pre- and post-sale professionals to drive sales volume and better serve more customers.
- Created custom solutions-driven campaigns to meet client needs across multiple media platforms.
- Worked on business development strategies to generate business and strengthen client's position in marketplace.
- Used client and category insights to prospect for new revenue opportunities.
Education
Bachelor of Arts - Business Administration
Washington State University
Pullman, WASkills
- Customer Experience Improvement
- Customer Issue De-Escalation
- Retention Management
- Cross-Functional Collaboration
- Account Management
- Client Base Retention
Timeline
Sr Customer Experience Manager
T-Mobile
11.2021 - 08.2023
Implementation Manager
T-Mobile
05.2010 - 11.2021
Field Account Manager
T-Mobile
11.2007 - 05.2010
Bachelor of Arts - Business Administration
Washington State University
Similar Profiles
DeShawn MurphyDeShawn Murphy
Account Expert at T-MobileAccount Expert at T-Mobile
Basem ShadadBasem Shadad
Mobile Expert at T-MobileMobile Expert at T-Mobile
Julio TodakeeJulio Todakee
Retail Sales Representative at T-MobileRetail Sales Representative at T-Mobile
Alain GarciaAlain Garcia
Salesperson at T-MobileSalesperson at T-Mobile
Jennifer HallmanJennifer Hallman
Registered Behavior Technician at Avery Behavior Consulting Inc.Registered Behavior Technician at Avery Behavior Consulting Inc.