Summary
Overview
Work History
Education
Skills
Timeline
Accomplishments
Certification
Languages
Hi, I’m

Sonia Guell Alberti

Miami,FL

Summary

Strategic leader with 17+ years of experience designing and implementing human-centered strategies that drive customer-centric innovation and organizational alignment. Proven track record in enhancing customer experience (CX), driving cultural transformation, and developing scalable operational frameworks. Skilled in cross-functional collaboration, leadership development, and strategic planning. Passionate about driving customer centricity and using data-driven insights to improve business performance and people’s lives.

Overview

17
years of professional experience
1
Certificate

Work History

TracFone

Head of Customer Experience Office
10.2018 - 01.2022

Job overview

  • Defined and led human-centric strategies and operating frameworks, including launching the CX Council and Channel Guidelines.
  • Used Design Thinking to catalyze cultural transformation 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.
  • Instituted mechanisms for CX channel leads to adopt VoC tools (Qualtrics) to drive data-informed roadmaps.
  • Chaired the "Infinity and Beyond" strategic planning initiative, uniting all customer-facing organizations into a unified Customer Strategic Plan.

TracFone

Director System Improvement and Scripting
01.2011 - 10.2018

Job overview

  • Led UI/UX Design, Call Center Training Documentation Development, and Scripting for all customer facing systems across 11 brands and 11 channels.
  • Built and scaled five high-performing teams (up to 65 people) including offshore resources.
  • Partnered with IT, PMO, and senior leadership to define channel roadmaps and omnichannel strategies.
  • Drove operational scalability and maintained high performance amid a 480% increase in system processes to maintain.

TracFone

Sr. Manager / Manager System Improvement
06.2006 - 01.2011

Job overview

  • Directed UI/UX strategy for SDLC initiatives impacting customer-facing digital platforms.
  • Spearheaded automation solutions that reduced costs, improved transaction times, and elevated CX.
  • Built key working relationships, acquired negotiation skills, and gained company's confidence in the team's services through proven results and successful implementations.
  • Position was upgraded to Sr. Manager as of July 2009 as team diversified into two areas (up to 20 people total when including contractors).

TracFone

Process Improvement Engineer
01.2005 - 06.2006

Job overview

  • Collaborated with cross-functional teams to identify opportunities for cost savings and process optimization.
  • Streamlined workflow processes to eliminate bottlenecks, resulting in faster cycle times and higher throughput rates.
  • Implemented automation solutions to reduce manual labor requirements and increase overall process efficiency.

Education

Florida International University
Miami, FL

Master of Science from Telecommunications And Networking
08-2004

University Overview

  • Magna Cum Laude | 3.80 GPA

Florida International University
Miami, FL

Bachelor of Science from Industrial And Systems Engineering
04-2003

University Overview

  • Cum Laude | 3.65 GPA

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

Sr. Manager / Manager System Improvement

TracFone
06.2006 - 01.2011

Process Improvement Engineer

TracFone
01.2005 - 06.2006

Florida International University

Master of Science from Telecommunications And Networking

Florida International University

Bachelor of Science from Industrial And Systems Engineering

Accomplishments

  • Recognized for transformational leadership: 100% NPS from direct reports in final two years.
  • Supported the launch of 5 new brands and the integration of 3 acquired brands.
  • Influenced AMX to adopt the use of our Design Thinking workshop as catalyst to customer centricity in 19 countries.
  • Delivered keynote presentations that inspired organizational change.

Certification

  • CX Pro (CX-I) - Forrester Training - 2019
  • Advanced Leadership Program - Nova Southeastern University - 2014
  • Focus on excellence I, II, III and IV - Management Development Workshops -TracFone University - Training - 2006/2011
  • ITIL V3 Foundation - HP Education Services Training - 2008

Languages

Spanish
Native or Bilingual

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