Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rachel Swindle

Clanton,AL

Summary

Top Performing professional in the telecommunications industry. Provides end-to-end management and execution of product / system launches using traditional and agile methodologies for operational initiatives. Collaborates with cross-functional teams and departments, takes lead in executing projects seamlessly, with primary focus on key customer and frontline experience issues. Passion for business processes improvement, fostering team development, and ensuring superior customer and frontline experience. Specific expertise: Project Management | Communication | Team Collaboration | Data Analysis Leadership | Problem Solving | Risk Management | Adaptability

Overview

13
13
years of professional experience

Work History

Sr. Customer Experience Manager (Program Manager)

T-MOBILE USA
Birmingham, AL
02.2015 - 12.2020
  • Provide end-to-end management of product launches, service programs, and operational initiatives for payment operations and collections strategy teams; ensure optimal customer experiences in payment processes and systems through frontline delivery across customer touch points.
  • Customer Experience lead on an integration project that streamlined account management, leading to $433,352 in savings within the first year.
  • Spearheaded refund automation and instant decision project that reduced manual refund reviews by 70%, led to faster resolution, reduced customer callbacks and call time for Care reps resulting in $2.1M in annual cost savings.
  • Submitted project requirements and features on behalf of all customer / frontline facing channels for project activities using traditional and agile methodologies including concept, assessment, user story drafting, test case drafts, UX/UI development/design, communications, and implementation.
  • Defined support model for Care channel, managed all payments process and policy documentation, identifying potential issues as departmental expert, and collaborating with cross-functional partners to mitigate issues.
  • Collaborated with cross-functional teams and departments to identify potential risks and ensure seamless project execution with key organizations outside of Care channels, including Retail, Sales, Marketing, Legal, Payment Operations, Product Development, PMO, Learning & Development, Corporate Communications, Marketing, Finance, IT.
  • Effectively prioritized tasks, reevaluated strategies, and made necessary trade-off decisions to meet tight launch deadlines, ensuring that projects remained on track despite changes in project scope.
  • Developed and owned comprehensive execution plans of customer experience improvements for every business initiative or project that impacted frontline or customers for payments, refunds, or collections processes.
  • Led cross-functional teams for projects ensuring that clear understanding of key customer and frontline experience issues existed, and solutions being implemented were aligned to key drivers of customer experience and business objectives.
  • Presented executive summaries and product launches Go-To-Market readiness plans to Senior level leaders, summarized, and presented new processes and system details to Care leaders and frontline reps.
  • Managed enterprise payment incident clean-up activities that occurred in all payment systems for frontline and customers working with cross-functional teams to resolve the issue, determine root cause analysis and future mitigation strategy.

Quality Coach (Supervisor)

T-MOBILE USA
Birmingham, AL
10.2011 - 02.2015
  • Assisted in recruitment, hiring, and training of Quality specialists and effectively coached and developed team of 15 Quality Specialists to enhance performance and job satisfaction.
  • Conducted weekly audits, ensuring specialists correctly scored calls, and identified impactful behaviors, delivering accurate, timely, and effective feedback.
  • Achieved positive results by ensuring employees received appropriate training and support to achieve productivity, performance and / or accuracy standards including call evaluation, calibration, reliability, credit and adjustment accuracy, team internal auditing, and team training.
  • Established solid relationships by conducting weekly one-on-one sessions with team members, aiding in growth and development.
  • Set clear performance expectations for team, conducted monthly feedback sessions, and performed annual performance reviews. Provided specialists with performance metrics to ensure alignment with business expectations.

Interim Quality Business Analyst

T-MOBILE USA
Birmingham, AL
10.2010 - 10.2011
  • Provided analytic support for call quality metrics by generating comprehensive reports for National Customer Satisfaction & Quality operations teams, documented findings of trending data and shared actionable recommendations with leadership to ensure call scoring accuracy.
  • Analyzed call center quality performance data to identify trends and areas for improvement, used data-driven insights to develop strategies for enhancing customer satisfaction scores.
  • Facilitated weekly call listening calibration sessions for National Quality leadership staff meetings.
  • Completed call quality scoring reviews submitted by frontline call centers and managed feedback loop with frontline call center agents, supervisors, and management for continuous improvement.

Advanced Quality Specialist

T-MOBILE USA
Birmingham, AL
10.2009 - 09.2010
  • Led and guided department of 45 Quality Specialists, serving as trusted mentor and subject matter expert in customer support policies and procedures.
  • Collaborated with team members by conducting side-by-side observations to offer constructive feedback, enhancing efficiency and accuracy of evaluations for frontline representatives' call interactions.
  • Leveraged data analysis skills to detect quality trends and pinpoint gaps in observations scoring, delivering tailored feedback to quality specialists to bolster skillsets when completing audits on frontline reps call interactions.
  • Oversaw allocation of call listening assignments, managed approvals for time-off requests, and efficiently administered daily offline time for team.

Financial Care Specialist/Collections/Customer Service

T-MOBILE USA
Birmingham, AL
10.2007 - 09.2009
  • Top collector and performer for both outbound and inbound collection team.
  • Delivered excellent assistance to the customer on billing disputes and payment matters, while increasing overall customer satisfaction.
  • Collected on delinquent accounts.

Education

Master's - Human Resource Management

Strayer University
12.2014

Bachelor's - Business Administration

Herzing College
04.2008

Skills

  • Microsoft Office Suite
  • Word
  • Excel
  • PowerPoint
  • SharePoint
  • Teams
  • Outlook
  • Slack
  • Webex

Timeline

Sr. Customer Experience Manager (Program Manager)

T-MOBILE USA
02.2015 - 12.2020

Quality Coach (Supervisor)

T-MOBILE USA
10.2011 - 02.2015

Interim Quality Business Analyst

T-MOBILE USA
10.2010 - 10.2011

Advanced Quality Specialist

T-MOBILE USA
10.2009 - 09.2010

Financial Care Specialist/Collections/Customer Service

T-MOBILE USA
10.2007 - 09.2009

Master's - Human Resource Management

Strayer University

Bachelor's - Business Administration

Herzing College

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