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Director/Sr. Manager

Julie Davis

Senior Manager

A Bit About Me

Operations and documentation leader with experience authoring, reviewing, and maintaining process and technical documents. Skilled in version control, standard operating procedure (SOP) development, and ensuring deliverables meet deadlines.

Work Experience

2020-November 2023

2017-2020

2006-2017

Senior Manager at T-Mobile

  • Managed a diverse team of vendor managers, business analysts, training managers, and 12 vendor partner sites.

  • Facilitated one-on-ones, coaching, performance improvement plans, career development using individual development plans (IDP), and team meetings.

  • Created, reviewed, and maintained SOPs, process flows, and training materials for multiple vendor sites.

  • Implemented version control processes using SharePoint to ensure document integrity.

  • Coordinated schedules for leadership meetings, ensuring deliverables and action items were on track.  

  • Created SMART plans with the site director team. Facilitate daily/weekly leadership meetings.

  • Established and analyzed the KPI results to determine a strategy for improvement.

  • Developed collection strategy and KPIs, partnering with marketing and finance teams.

  • Track Customer Satisfaction (CSAT) scores. Reviewed customers verbatim to identify customers needing contact, process improvement areas, and agent issues.

  • Employee engagement initiatives for remote team members

  • Quarterly site visits to partner sites to ensure SOW adherence and conduct business reviews.

  • Accomplishments include but are not limited to:

    • Developed centralized SharePoint site for all partner sites, streamlining document version control and access.

    • Consistently received top score for employee quarterly survey.

    • Launched customer services site with 300 agents and achieved 100% target for device sales.

    • Launched high-risk collections with 200 agents, achieving over 100% first-call resolution target.

    • Strategy to increase self-service adoption, achieving an adoption rate of 80% payment arrangements occurring via self-service.

    • Changed collection call strategy, leading to an increase in Net Promotor Score from -25 to 50.

  • Awarded recognition: Power Zone and In Crowd awards (trip to Las Vegas).

Director/Performance Improvement Manager at Sprint

  • Managed a diverse team of vendor managers, project managers, quality management, process improvement, business collections, outside collection agency, and 27 partner sites.

  • Reviewed and approved staffing requirements and metrics for 3.7K FTEs.

  • Operational lead for digital transformation supporting Collections and Finance.

  • Strategy development to maximize dollars collected and reduce costs. Worked with the finance team to identify customer segments and develop strategies aligned with segmentation.

  • Created standard operating procedure documents and implemented them into training.

  • Oversaw quality control review of policies and process documentation before implementation.

  • Maintained centralized document repositories to ensure all teams accessed the most current versions.

  • Created training material to reinforce processes and policies.  

  • Quarterly site visits to partner sites to ensure SOW adherence and conduct business reviews.

  • Identify training needs, create documentation, schedule training, and align with training budget.

  • Establish team travel assignments and align them with the travel budget.

  • Handled executive-level escalations. Contact customers via phone or email until the issue is resolved. Researched issues to identify any process gaps.  

  • Established incentive contests and aligned them with the budget.  

  • Accomplishments include but are not limited to:

    • Digital transformation efforts reduced collection call volume by 15% in year one and 41% in year two while driving self-service usage to 73% and cost savings of $59.9M with a run rate of $98.5M.

    • Led documentation and scheduling for digital transformation project impacting 3.7K employees.  

  • Awarded top recognition: Circle of Achievement Award (trip to Hawaii).

Senior Project Manager at Sprint

  • Managed concurrent projects to improve collection results.

  • Identified process improvement areas.

  • Authored and maintained documentation for process improvement initiatives, ensuring executive-ready accuracy.

  • Reviewed partner documentation for compliance with established standards.

  • Developed business case and presented to the executive level for budget approval.

  • Completed data analysis of results to determine success measurements.

  • Facilitated partner calls and call calibrations to ensure process and policy adherence.

  • Accomplishments include but are not limited to:

    • Led strategy development and implementation, reducing operating costs by ~$40M annually, improving bad debt by 16.7%, shrinking involuntary churn, and decreasing collection’s account credits by 12% year-over-year.

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