Monika Sizler
Seffner,Florida
Overview
26
26
years of professional experience
Summary
Strategic and results-oriented leader with extensive experience in product management and customer experience design. Proven ability to align product features with customer needs through data-driven insights and collaboration with cross-functional teams.
Skilled in creating operational roadmaps and implementing innovative solutions that optimize product functionality across sales, service, and support channels. Adept at leading the integration of new systems and technologies to modernize operations, resulting in increased efficiency and customer satisfaction.
Adept at presenting complex product concepts to stakeholders and driving collaboration across departments to ensure alignment on product requirements. Strong track record in managing large-scale projects, facilitating seamless transitions from concept to launch while mitigating risks and ensuring successful feature adoption.
Passionate about fostering a growth-oriented culture that empowers teams, promotes innovation, and drives continuous improvement. Committed to leveraging customer feedback to refine product offerings and enhance overall user experiences, ultimately supporting organizational success.
Skills
- Strategic Leadership
- Vendor Relationship Management
- Product Strategy & Development
- Agile Methodology
- Customer Experience Optimization
- Operational Insights & Metrics
- Crisis Planning & Execution
- Communication & Relationship Mgmt
- Human-Centered Design
- Voice of the Customer (VoC)
- Senior Stakeholder Collaboration
- High-Performance Team Building
- Operations Management
- Organizational Improvement
Work History
SR. MANAGER – SOCIAL MEDIA CARE
T-Mobile
05.2021 - 03.2024
- Responsible for the design and delivery of the social care customer experience, strategic planning, operational and technical roadmaps, and comprehensive training initiatives to improve efficiency and experience
- Led the development of knowledge content and metrics frameworks, ensuring data-driven decision-making through analytics and KPIs
- Enhanced quality programs and performance management processes while overseeing budgeting and staffing to optimize team efficiency
- Collaborated closely with stakeholders to refine execution and communication strategies, establishing clear success metrics for projects
- Drove the elimination of customer and employee pain points through innovative process and policy engineering, coupled with new product development
- Proactively identified and addressed business gaps and risks, implementing real-time solutions through cross-team collaboration
- Ensured that key partners and leaders were informed of outcomes, fostering a culture of transparency and responsiveness
- Directed daily operations for the team, managing escalated executive-level complaints and overseeing crisis management efforts to safeguard brand integrity
- Cultivated strong partnerships by consistently collaborating with peers, senior leadership, and cross-functional teams to assess needs and implement necessary changes, driving continuous improvement across the organization
- Provided targeted support for frontline customer service teams, delivering actionable feedback, coaching, and development at all levels
- Engaged regularly with frontline leaders and teams, hosting skip-level meetings and monthly focus groups to share business updates, measure employee satisfaction, and uncover customer pain points
- Planned, coordinated, and delivered impactful quarterly business reviews for the Executive leadership team, ensuring alignment on goals and progress while showcasing team achievements and areas for improvement.
SR. MANAGER – CARE PRODUCT EXPERIENCE
T-Mobile
04.2014 - 05.2021
- Led T-Mobile/Sprint integration efforts by assessing and aligning frontline and backend systems to ensure seamless product functionality
- Directed a team dedicated to optimizing product-related customer and employee experiences across sales, service, support in voice, social, and messaging channels
- Drove enhancements based on business strategy and frontline feedback, developing execution plans for successful feature adoption
- Implemented customer experience measurement programs to evaluate the impact of product policy and process changes
- Collaborated with cross-functional teams to ensure product initiatives aligned with customer needs, proactively identifying and mitigating risks
- Enhanced product user experience by analyzing performance metrics and guiding designers to align product features with company objectives, resulting in increased customer satisfaction
- Developed reporting and insights to assess the impact of product systems on operational metrics, delivering actionable intelligence to leadership for informed decision-making
- Presented complex product design concepts and user needs to stakeholders and cross-functional teams, fostering collaboration and driving product innovation
- Managed Frontline Readiness for monthly technical product releases, including pre-release support plans and user acceptance testing, ensuring smooth transitions and optimal product performance
- Established a governance process for Care systems permissions, enhancing compliance and operational efficiency in product management
- Engaged with frontline teams to identify product-related customer pain points, developing improved workflows that significantly enhanced the overall customer experience
- Acted as a liaison between executive leadership and cross-functional teams, ensuring alignment on product requirements and successful implementation from concept to launch
- Cultivated a growth-oriented culture that empowered individuals to reach their full potential, fostering innovation and collaboration across business units
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives
- Led cross-functional teams to achieve project milestones and deliver high-quality results
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments
- Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements
- Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels
- Evaluated vendor offerings critically to select the most appropriate partners for delivering desired results at optimal costs
- Spearheaded change management efforts for seamless adoption of new systems or processes among employees
- Launched comprehensive customer feedback system, leading to enhanced product features and higher customer satisfaction rates
- Developed and executed successful training program for junior managers, equipping them with essential leadership skills
- Drove adoption of new technology solutions, modernizing operations and improving operational efficiency
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit
Sr. Manager, Resource Planning
T-Mobile
01.2011 - 01.2014
- Worked closely with National Resource Planning and Command Center to assure that both national and local priorities are clearly communicated and completed. Responsible for successful delivery and communication of national objectives to site Resource Planning Managers
- Responsible for assuring T-Mobile's Resource Planning policies and procedures are implemented consistently and fairly within reporting call centers. Responsible for assuring that consolidated processes and procedures are understood and followed at site level
- Represented site Resource Planning manager needs and requirements at national level. Monitor site staffing to ensure that each site's staffing is correct. Complete special projects and other duties as needed.
- Responsible for assuring integrity and accuracy of operational data produced in each center including schedule preference and headcount information
- Analyzed, developed and recommended operational procedural changes as necessary to enhance site and National Resource Planning performance
- Responsible for monitoring and approvals of local site RP departmental budgets. Develop, coach and evaluate local Resource Planning Managers. Ensure that all training, new hire and current agent training occurs as scheduled
Manager, Incentives
T-Mobile
01.2010 - 01.2011
Manager, Resource Planning
T-Mobile
01.2009 - 01.2011
Manager - National Customer Service Quality
T-Mobile
01.2006 - 01.2010
Process Manager – Billing
T-Mobile
01.2002 - 01.2006
Process Manager - Cash Applications, Credit, Fraud, Collections
T-Mobile
01.1998 - 01.2002
Trainer
T-Mobile
01.1997 - 01.1998
Timeline
SR. MANAGER – SOCIAL MEDIA CARE
T-Mobile
05.2021 - 03.2024
SR. MANAGER – CARE PRODUCT EXPERIENCE
T-Mobile
04.2014 - 05.2021
Sr. Manager, Resource Planning
T-Mobile
01.2011 - 01.2014
Manager, Incentives
T-Mobile
01.2010 - 01.2011
Manager, Resource Planning
T-Mobile
01.2009 - 01.2011
Manager - National Customer Service Quality
T-Mobile
01.2006 - 01.2010
Process Manager – Billing
T-Mobile
01.2002 - 01.2006
Process Manager - Cash Applications, Credit, Fraud, Collections
T-Mobile
01.1998 - 01.2002
Trainer
T-Mobile
01.1997 - 01.1998
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