Andre Donaldson

Experience

• 

  EXPRESS

  Aug 2006 - Apr 2009

  Retail Sales Leader
• 

  T-Mobile

  Apr 2009 - Nov 2023

  Business Operations Manager, Global Care

  Developed and executed Quarterly Action Plans to surpass all Contact Center KPIs, achieving daily,weekly, and monthly tracking of progress, resulting in:- 15% increase in customer satisfaction ratings.- 20% reduction in average response time across all support channels.- 10% improvement in first-call resolution rates.• Collaborated with Contact Center vendors to enhance efficiency and effectiveness, leveraging data andanalytics to identify improvement opportunities. Implemented new programs and tools, resulting in:- 25% increase in agent productivity• Cultivated a high-performing culture, driving over-achievement of performance and operational metrics.Ensured superior customer experiences across all support channels, leading to:- 20% increase in Net Promoter Score (NPS).- 10% reduction in customer churn rate.• Led and presented regular business reviews and vendor relationship management activities.• Collaborated with cross-functional teams to drive continuous vertical improvements and efficiencies atscale.• Implemented a Vendor Strategic Framework, defining the call center channel's overall strategy, vendorfootprint, and next-gen service experience. Created a roadmap for system and tool development,integrating AI and machine learning elements into Contact Centers.• Fostered collaboration and feedback between Retail Leadership and Contact Centers, ensuringconsistent market-level customer experiences.• Conducted site visits (in person and virtual) to identify strengths, opportunities, and initiatives to improveperformance and customer experience. Show less

• 

  PartnerHero

  Nov 2023 - now

  Senior Manager, Partner Operations

  As a Senior Manager of Partner Operations, I provide strategic guidance to our partners by ensuring their objectives align with ours and addressing key challenges and opportunities. I evaluate key performance indicators of our partner programs, coach frontline leaders to meet goals, and oversee program operations, including hiring, training, and quality assurance. I focus on delivering program-level financial results while fostering a quality-focused team culture that aligns with PartnerHero's core values. I actively identify and mitigate program issues and risks and participate in regular Quarterly Business Reviews with partner leadership. I bring scalability perspectives to medium and large-sized business environments. Furthermore, I am deeply committed to managing and mentoring staff, fostering engagement, resolving personnel issues, and promoting a problem-solving environment. My approach is proactive, innovative, and centered on continuous improvement. Show less