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
TracFoneMiami, FL
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.
TracFoneMiami, FL
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.
TracFoneMiami, FL
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).
TracFoneMiami, FL
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 UniversityMiami, FL
Master of Science from Telecommunications And Networking
08-2004
University Overview
- Magna Cum Laude | 3.80 GPA
Florida International UniversityMiami, 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