Thomas Gutche

Experience

• 

  Verizon Wireless

  Jan 1997 - now

  Manager-National Customer Service Operations

  VERIZON WIRELESS, San Diego, CA 1997-PresentManager-National Operations 2005-PresentVoice of Customer Service in cross functional work teams driving alignment on project decisions that meet the enterprise need and goals of Customer Service strategy. • Manage, guide, and provide strategic direction during entire product lifecycle while overseeing 50+ Verizon product launches per year. • Work cross functionally, cross department, and cross company to ensure launch readiness for marketing initiatives. • Manage end to end customer experience caring for IVR, routing, forecasting, support, system tools, self-serve and go to market activities. • Manage portfolio of 25+ products via delegation of work, resource attainment, project plan creation, risk assessment, implementation, analysis/monitoring/control, and stakeholder readouts. • Oversaw project to standardize 100+ companywide processes, polices, and systems stemming from multiple companies coming together to form Verizon.• Experienced in an agile working environment implementing requirements through user stories, grooming sessions, sprint iterations, and managing projects backlog.Consultant-National Operations 2001-2005Responsible to design, implement and manage directional Customer Service desktop systems and create greater efficiencies through improved navigation and functionality. Account Manager-Indirect 2000-2001Manage indirect accounts selling Verizon services (RadioShack, BestBuy, Walmart). Retail Sales-Assistant Manager 1997-2000Inspire sales team and create exceptional customer experience in Verizon retail locations. Show less