Hi, I’m
Sonia Guell Alberti
Miami,FL
Summary
Developer and leader of human centered strategies that accomplish business goals and improve people’s lives. The value I bring to the table is centered around my 17 years of professional experience leading teams and initiatives through successful implementations as well as my ability to:
- see the big picture and set/share the vision,
- understand things at a conceptual level, and
- use the understanding of how the organization works to accomplish goals.
Overview
11
years of professional experience
Work History
TracFone
Head of Customer Experience Office
10.2018 - 01.2022
Job overview
- Responsible for defining human centric strategies and operating frameworks that enabled cross-functional alignment and collaboration towards meeting objectives with solutions that were relevant to customers. Some examples of alignment strategies and frameworks included the launch of the CX Council, the CX Chapter, and the development of the CX Channel & Design Principles Guidelines.
- Used Design Thinking to drive innovation and catalyze customer centric mindsets via (1) tackling key opportunities for change in the customer journey with the methodology, and (2) offering a voluntary mindset changing workshop that achieved a 68% employee penetration rate. This strategy was so effective that AMX (TracFone's Parent Company then) deployed it with our help in 19 other countries.
- Established mechanisms so that the organizational areas managing customer facing channels adopted behaviors that included the use of the Voice Of Customers (Qualtrics Platform) to help determine working priorities and define roadmaps.
- Led the “Infinity and Beyond” Extended Leadership Team (2020-2021 Period), focused on improving company-wide Strategic Planning Capabilities. In this effort I influenced changes so that all customer impacting organizations would unite towards an all inclusive “Customer Strategic Plan”, rather than every function creating their own plan.
TracFone
Director System Improvement and Scripting
01.2011 - 10.2018
Job overview
- Accountable for the UI/UX Design function, Call Center Training Documentation Development, and Scripting / Copy Writing for all customer facing channels / processes for TracFone’s 11 brands.
- Developed 5 high-performing teams (up to 65 people including offshore contractors) by providing mentorship, guidance, and opportunities for professional growth.
- Worked with Senior Management, IT Leadership, and PMO, defining channel roadmaps and omnichannel solution strategies to release new products, services, as well as ongoing optimization / improvement updates.
- Developed mechanisms, knowledgeable leaders, and resources to support an exponential growth in complexity and workload when considering permutations of the brands (11), channels (11), and processes to design and maintain.
Education
Florida International UniversityMiami, FL
Master of Science from Telecommunications And Networking
08-2004
University Overview
- 3.80 GPA
Florida International UniversityMiami, FL
Bachelor of Science from Industrial And Systems Engineering
04-2003
University Overview
- 3.65 GPA
ForresterOnline
from CX Pro (CX-I)
01-2019
Nova Southeastern UniversityDavie, FL
from Advanced Leadership Program
01-2014
Skills
- Strategic thinking
- Critical thinking
- Innovative mindset
- Teamwork and collaboration
- Team building
- Problem-solving
- Effective communication
- Data-driven decision making
- Cross-functional coordination
- Active listening
Timeline
Head of Customer Experience Office
TracFone
10.2018 - 01.2022
Director System Improvement and Scripting
TracFone
01.2011 - 10.2018
Florida International University
Master of Science from Telecommunications And Networking
Florida International University
Bachelor of Science from Industrial And Systems Engineering
Forrester
from CX Pro (CX-I)
Nova Southeastern University
from Advanced Leadership Program
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