February Monthly Chapter Meeting
Thursday, February 16th, 2012

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'A Look into T-Mobile's Service Desk and User Support Teams'
The presentation will provide an overview of T-Mobile's Service Desk infrastructure and support model. An interactive exercise will follow the presentation. Guests will be invited to form focus groups to discuss industry-relevant topics. The result will be shared information that will be socialized with the rest of the audience.

Date:        Thursday, February 16th, 2011

Place:T-Mobile, 7668 Warren Parkway, Frisco, TX 75034 MAP

Agenda:
1:30 - 2:00  Registration, Networking, refreshments
2:00 - 2:30  Chapter business
2:30 - 3:30  Main Presentation / Q & A / Focused Breakouts
3:30 - 4:00 Networking Break/Survey/Prizes

Guest Speaker:Cynthia Wilkins, Senior Manager of T-Mobile's EIT Service Desk and EUM Provisioning

Cynthia Wilkins has nineteen years of customer service industry experience managing client care centers. She spent the first twelve years of her career managing an in-bound technical call center and desktop team at Southwest Securities, Inc. from 1981 to 1993 followed by four years as a Global Service Desk Delivery Manager at Perot Systems which included leadership responsibility for five client care centers, domestic, near shore and offshore and monthly budgetary responsibility in excess of $15 million. Cynthia has been with T-Mobile USA for the past three years where her functional leadership responsibilities are managing an in-bound technical call center and enterprise account provisioning team.

Perot Systems won the coveted HDI Team Excellence award in 2008, and T-Mobile USA placed first runner up in the HDI Analyst of the Year award in 2011.