Steven Court

Experience

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  AT&T

  Nov 2002 - Jul 2016

  Following initial hiring as Customer Care Representative in 2002, promoted through progressive roles in escalation response, quality management, technical writing, and product management.» Managed collaborative exchange between global Customer Care, IT, and business process managers to conceptualize and implement technical improvements to payment and billing interface» Gathered requirements, developed design, and led user acceptance testing to consolidate multiple payment systems as a single system, and leveraged internal reports to analyze call center metrics, customer satisfaction reports, and self-service usage to maximize deliverables» Conducted a multipoint study of trends in customer satisfaction through user surveys, Customer Care feedback, and third-party reports» Analyzed performance metrics and qualitative feedback to identify service gaps and prioritize solutions—subsequently doubling the number of product enhancements rolled out on a year-over-year basis» Aligned business and technical requirements to deliver software enhancements that improved the customer experience and controlled operational costs Show less » Owned development and maintenance of ~200 pages of policy and procedural content for a global team of Customer Care representatives» Created, modified, and updated business rules, process, and interface features based on Customer Care feedback, new feature enhancements, leadership directives, and third-party reports » Hosted focus groups with Customer Care representatives to improve depth and context of qualitative feedback, which became the basis for supplemental training» Developed training and other integration initiatives based on new technical features and business process enhancements and changes» Earned AT&T Mobility Quarter awards in 2008 and 2010 and AT&T Key Contributor Award in 2010 Show less

  • Product Manager

    Aug 2012 - Jul 2016

  • Senior Quality Manager & Technical Writer

    Dec 2006 - Aug 2012

  • Executive Escalation Response Specialist

    Jul 2005 - Dec 2006

  • Customer Care Representative

    Nov 2002 - Jul 2005
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  Self-employed

  Aug 2016 - Mar 2019

  On Leave

  Following my layoff in July of 2016, I transition into an extended period of attending to family needs.

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  Bluetooth SIG

  Mar 2019 - Jan 2021

  Product Manager

  » Improved the operational efficiency of the Membership team, by delivering incremental improvements to the Microsoft Dynamics CRM platform.» Responsible for the product specifications, business requirements, and roadmap for the redevelopment of the Member Application product line. » » Worked with stakeholders throughout the company in the determination and approval of the requirements.» » Led discussions with engineering regarding the feasibility of these requirements and the changes necessary to bring them to fruition.» Developed a new process for Bluetooth Members renewal that reduced manual work and improved the member experience» Replaced the member ticketing system with Zendesk, increasing self-service for issues and reduced ticket handling time.» » Gathered requirements and assisted with implementing business logic for the new ticketing system» » Organized, developed, and delivered training on the new platform to over 40 staff members» Performed Product Management duties for the Business Intelligence Team, primarily focused on gathering, understanding, and creating report requirements for the BI Analyst.» » Created requirements to move legacy Excel reports to PowerBI (SQL) Show less

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  WaferWire Cloud Technologies, on assignment with Microsoft

  Feb 2021 - Jan 2022

  Product Manager

  » Responsible for creating and delivering business requirements focusing on business process enhancements, escalation reductions, and business enablement enhancements» Assisted with monthly user acceptance testing » » Managing the escalation process for Sales Support Tool» Reduced tickets filed by 10%» » Increased the number of issues resolved by development by 10%» » Increased focus on prioritizing bugs and defects for correction by Development

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  Microsoft

  Jan 2022 - now

  Pricing Experience Technical Design Lead