Adisa C.

Experience

• 

  Deluxe Corporation

  Jan 1998 - Mar 2000

  Performance Support Specialist

  - Developed comprehensive training programs to address skills and knowledge gaps within customer care and delivered sessions through workshops, seminars, and hands-on training. - Regularly reviewed and updated and ensured training materials, methods, and procedures remained current and effective by incorporating the latest industry trends and best practices. - Conducted thorough assessments to determine training needs across various levels and departments and analyzed performance data and feedback to identify improvement areas. - Provided guidance and support to in-house trainers, enhancing their delivery skills and techniques through coaching and mentoring. - Developed and delivered a comprehensive new hire curriculum, ensuring employees were well-prepared and knowledgeable, and wrote detailed methods and procedures to standardize operations and improve efficiency. - Traveled to various locations to conduct new hire training and facilitated smooth onboarding experiences. Conducted specialized training on OSHA standards, diversity and inclusion, ergonomics, and other essential topics to foster a safe and inclusive workplace. - Led business overview sessions to help new employees understand the company's operations, goals, and values. Show less

• 

  Sprint

  Jan 2000 - Jan 2020

  Attained substantial improvements in employee Net Promoter Score (eNPS) by conceptualizing and executing strategic initiatives. Addressed and resolved issues affecting employee experience, achieving improvements in eNPS survey scores, with gains of 3 to 8 points in areas such as Compensation, Leadership Quality, Feeling Valued, Employee Uncertainty, Stress and Pressure, and Process and Tools by founding and chairing cross-functional Employee Experience Committees (EEC).- Boosted satisfaction among directors, managers, supervisors, and frontline staff by 15+ point increase in eNPS for "recommend direct manager,” 5+ increase in "workspace," and 3+ point increase in "products and services," and 30% rise in survey participation Show less Provided strategic leadership in driving revenue growth and cost savings across Sprint's internal and global call centers by leading cross-functional teams, executing impactful projects, and implementing strategic communication initiatives. Spearheaded the implementation of Pega AI technology, elevating customer engagement and service efficiency.• Reduced invalid transfers and deactivations by over 20% by establishing and strategically leading the Collections Account Review Team, optimizing cross-functional processes.• Increased accessories sales within four months, growing monthly sales from $1K to over $250K by leading the strategic development and rollout of the Device and Accessories Lookup Tool for Sprint Care and Telesales organizations. Show less - Maximized operational efficiencies, saving $400K in cost and projected $1.2M for the following year by streamlining payment operations processes, offshoring work, and eliminating redundancies, improving and exceeding customer expectations. - Established Lease Support call centers in Denver and Monterrey within a three-week deadline, improving customer satisfaction and retention by providing dedicated support for lease-related inquiries.- Streamlined 950 processes to 200 by traveling to 40 sites to meet with SMEs and leadership, consolidating three customer care sites, and saving $1M annually while boosting efficiency. Show less Managed the effective administration and continuous improvement of training programs for domestic and global call centers. Participated in marketing meetings to identify training needs and align initiatives with business goals. Oversaw the administration of files on the Sprint shared drive for Customer Solutions. Led monthly conference calls with trainers and managers to share ideas, improvements, and key learnings. Compiled and presented monthly training statistics to the Training Manager. Addressed inquiries from trainers and managers regarding training and development. Conducted Train-the-Trainer sessions on new systems and marketing initiatives. Monitored calls to ensure training programs met customer needs. Managed the Customer Solutions website and Knowledge Center. Updated and maintained the New Hire Curriculum. Designed and developed training modules using various software programs. Maintained the online Feedback Matrix for tracking training module comments. Evaluated Customer Support Specialists and recommended training improvements. Show less

  • Communications Merger Integration Lead

    Jan 2019 - Jan 2020

  • Employee Experience Merger Integration Lead

    Jan 2019 - Jan 2020

  • Employee Experience Program Manager

    Jan 2017 - Jan 2019

  • Project and Program Manager III

    Jan 2013 - Jan 2019

  • Process Specialist III

    Jan 2010 - Jan 2013

  • Process Specialist II

    Jan 2008 - Jan 2010

  • Project Manager II

    Jan 2000 - Jan 2008
• 

  Consultant, Program & Project Mangement

  Jan 2017 - now

  Contract Negotiator

  Achieved a 30-40% discount on hotel room rates, ensuring compliance with guidelines and delivering a seamless experience for over 10,000 attendees across multiple conventions, contributing to 100% satisfaction rates.

• 

  T-Mobile

  Jan 2020 - Jan 2023

  Directed strategic initiatives at corporate headquarters to generate revenue, reduce costs, and improve employee and customer satisfaction. Led integration of Sprint’s network with T-Mobile’s, executive-level projects, and program plans, ensuring alignment with strategic goals, risk mitigation, and successful project execution* Led the strategic consolidation of over 1,000 stores, saving over $1M while enhancing operational efficiencies, improving the customer experience through store redesigns, and effectively engaging stakeholders to ensure alignment and support throughout the transformation. Show less - Increased P&L by 5-10% across ten call centers, generating an annual benefit of ~$30.2M by creating a business case that transitioned the Site Value Creation Manager role to a full-time position, focused on boosting revenue and retention and reducing customer and frontline effort. - Negotiated over $1M in vendor incentives from major partners (Samsung, Apple, Google, Motorola, TCL, and OnePlus), boosting customer care department revenue by ~10%, offsetting the lower incentive budget, and deepening vendor-partner relationships. - Created and maintained a Microsoft SharePoint site that centralized access to organizational metrics, reports, and incentives, enhancing transparency and performance tracking across the customer care organization while facilitating improved collaboration and decision-making for corporate and field teams.- Successfully onboarded eight new team members by designing and facilitating a comprehensive onboarding program, including a structured curriculum, mentorship assignments, and training materials, accelerating productivity and team integration, and led to a nomination for the PEAK Achiever Award. Show less

  • Senior Project Manager, Strategic Program Management

    Jan 2022 - Jan 2023

  • Senior Project Program Manager

    Jan 2020 - Jan 2022
• 

  Consultant, Program and Project Management

  Dec 2021 - Jul 2024

  Event Manager

  Led a 200-person volunteer team to successfully execute a three-day convention for 3,500 attendees, achieving 100% program execution with zero technical disruptions, reducing setup time by 15% through effective coordination and pre-convention planning.