Craig Walsh

Kennesaw, GA ***** 770-***-****

ad4xp5@r.postjobfree.com

Customer Service

Implement Solutions that Elevate Customer Experiences

Analytical and detail-oriented professional with industry expertise. Effective communicator and active listener who works well independently and in team environments in fast-paced settings.

Professional Experience

T-MOBILE, Hybrid, Atlanta, GA

Product Owner 2020 - 2023

Communicate long-term vision to management, business owners and product team. Align with key stakeholders on priorities and ensure workload completion within team budget.

Managed long-term roadmap for cloud based Customer Care front-end system.

Responsible for optimizing system to speed up accurate customer service transactions

Supported 14 developer team across multiple time zones (India, EST, CST & PST).

Monitored online feedback portal, opening defects across production and pre-production environments.

On-boarded over 30 external clients to our external facing API’s (Prod & Pre-prod). Created user id’s in secure permission database. Facilitated customer engagement during all phases of the customer cycle (Sales/Implementation/Post go-live) to ensure consistent product configurations.

Authored capabilities, features and user stories using Scaled Agile Framework methodologies.

Developed and managed role-based security policies and system access measures for over 30,000 employees by using permissions and job codes.

Tracked health of nodes using Splunk and AppDynamics

Sprint, Hybrid, Atlanta, GA

Product Owner 2017 - 2020

Oversaw UI design, user story creation, all scrum ceremonies, Implementation support and acceptance testing. Provided support release for enterprise-wide and product-specific projects.

Enhanced Sprint Customer Care front-end system by authoring user stories.

Managed 50 story backlog, conducting refinements with 8 person development team.

Established central point of entry to report new code fall-out and triage issues, allocating IT resources for analysis and correction.

Sprint, Hybrid, Atlanta, GA

Program Manager II 2012 - 2017

Executed cross-team coordination of design and implementation of enterprise-wide initiatives. Focused on larger projects from senior leadership.

Supported Customer Care Center’s tools and operations by liaising between center and IT to coordinate manual and code fixes, identify product defects, train call center employees, triage system defects and manage requirements for Customer Care initiatives, such as CST (call center’s major front-end GUI system for customer management).

Gathered, cataloged and streamlined tracking requirements according to internal technical documents and drafted system changes, allowing others to understand updates.

Achieved 190% of year-end goals regarding Customer Care metrics and call transfer reductions by configuring new profile for Service and Repair Troubleshooting pilot in Atlanta, resulting in additional stores utilizing iCare troubleshooting functions.

Earned excellence incentives and recognition through launch of new, agent-level scorecard related to company KPIs.

Previous Roles dating back to 1995 include: Call Center Customer Service Representative, Customer trainer, Reporting Analyst and System Support Analyst

Education

Bachelor of Business Administration (BBA), Focus on Accounting,

Michigan State University, East Lansing, MI