Cross-Functional CRM Transformation

Led a multi-phased, enterprise-scale digital transformation for T-Mobile’s customer experience and partner enablement ecosystem. This included a full redesign of the T-Mobile website, implementation of dynamic product configuration tools for mobile devices and service plans, and real-time integration with back-end systems across supply chain, fulfillment, and finance.

Key Highlights:

• Directed cross-functional teams in the rollout of a new CRM and dynamic eCommerce experience across national digital channels.

• Oversaw the development of configurable product selectors to match devices, accessories, and rate plans with customer needs.

• Managed integration of SAP backend systems for inventory management, logistics, device fulfillment, and invoicing.

• Launched a suite of vendor-specific B2B web portals, providing partners with visibility into device availability, pricing, and order fulfillment.

• Supported partner onboarding, vendor documentation flows, and SLA monitoring via self-service portals.

Outcomes & Metrics:

• Delivered a program valued over $11M, managed 30+ team members across distributed locations.

• Exceeded project delivery targets by 15%, while increasing B2B partner engagement and reducing manual vendor onboarding time by 40%.

• Enabled scalability for future CRM and SAP upgrades via standardized integration architecture and service catalogs.

Keywords: CRM transformation, SAP integration, eCommerce, device configurator, B2B vendor portals, digital supply chain, T-Mobile, client engagement, delivery management