Tatyana Basova
Bellevue,United States
Summary
With over 15 years of experience in the wireless industry, I have successfully driven significant improvements and enhanced efficiency in pivotal areas of business such as Customer Experience, Go To Market, Digital Tools, and In-store Product Demo Integration & Compliance. My experience lies in seamlessly bridging the gap between business and technical teams, with a sharp focus on optimizing revenue streams and implementing cost-effective solutions. My commitment as a program manager is always directed towards delivering economical solutions that elevate customer experience and propel sustained company growth. I thrive on the challenge of driving impactful results and fostering collaboration across multifaceted teams to achieve organizational objectives.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Program Manager | Sales Operations
T-Mobile
06.2022 - 11.2023
- Managed strategic planning and execution for OEM (Apple, Samsung, et al) demo device programs for all T-Mobile stores in the US and Puerto Rico
- In 7 months improved demo device compliance on Apple devices from 39% to 89% by driving product technology improvements, reporting optimization, and field communications
- Boosted demo compliance from 45% to 90% for Android demo devices in just 3 months by spearheading development of a real-time demo device compliance reporting tool
- Developed successful partnerships with external vendors including Apple, Samsung, Sennco, Medallia, etc
- Through effective communication & continuous business goal alignment.
Senior Customer Experience Manager | Frontline Digital Strategy
T-Mobile
08.2018 - 06.2022
- Managed technology strategy for all T-Mobile retail stores in the US and Puerto Rico across the following web properties : T-Mobile com, Google my Business, and Apple Maps
- Led the creation of customer journey maps to identify customer touchpoints and obstacles in customer experience; Implemented solutions to smooth out the touchpoints and improve customer satisfaction & loyalty
- In 9 months, successfully designed and launched the cross-channel 'Store Editor Tool', improving customer & frontline experience and increasing satisfaction
- Boosted positive store visit experience by 20% through collaboration with cross-functional teams to enhance T-Mobile.com store locator functionalities & features.
Customer Experience Manager | Frontline Digital Tools
T-Mobile
06.2016 - 08.2018
- Led digital projects across all phases of development and implementation using Design Thinking, Waterfall, and Agile methodologies
- Developed business requirements, use cases, creative briefs, CX/UX journeys, and wireframes to ensure and measure an excellent customer experience post-launch
- In 6 months, increased peak period efficiency by 25% through implementation of in-store Virtual Customer Queue Management solution with advanced reporting capabilities.
Senior Business Analyst | Customer Experience Insights
T-Mobile
05.2013 - 06.2016
- Managed Voice of the Customer and Secret Shop customer experience programs to gather tangible insights and turn them into actionable plans
- Championed post-research ops improvements with internal owners including in-store staff increase/decrease, training opportunities, removal of under performing products, etc
- Designed and implemented the 'Competitive Secret Shop' program to gather insights when launching similar products across different providers and make near real-time adjustments.
Business Analyst | Go to Market
T-Mobile
01.2008 - 05.2013
- Partnered with cross-functional teams to deliver new products, mobile rate plans & features for T-Mobile customers
- Improved customer aftersales experience by developing a comprehensive roadmap, resulting in increased customer satisfaction and retention.
Training Coordinator | Learning & Development
T-Mobile
01.2006 - 06.2008
- Supported training development, reporting, and forecasting for the T-Mobile for Business department with over 300 team members
- Managed event planning for large-scale events such as Channel All Hands Meetings and Road Shows.
Education
BA, Linguistics -
Far Eastern State Humanitarian University
BA, Business Management -
University of Phoenix
Skills
- Customer Experience Management
- Go to Market Strategy
- Vendor Partnerships
- Voice of the Customer
- Planning
- Technical Support
- Troubleshooting
- Interpersonal Communication
- Event Planning
- Event Management
Certification
- Project Management Certificate - ATD Nebraska
- Design Thinking Bootcamp - T-Mobile
Languages
Russian
Professional
Timeline
Senior Program Manager | Sales Operations
T-Mobile
06.2022 - 11.2023
Senior Customer Experience Manager | Frontline Digital Strategy
T-Mobile
08.2018 - 06.2022
Customer Experience Manager | Frontline Digital Tools
T-Mobile
06.2016 - 08.2018
Senior Business Analyst | Customer Experience Insights
T-Mobile
05.2013 - 06.2016
Business Analyst | Go to Market
T-Mobile
01.2008 - 05.2013
Training Coordinator | Learning & Development
T-Mobile
01.2006 - 06.2008
BA, Linguistics -
Far Eastern State Humanitarian University
BA, Business Management -
University of Phoenix
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