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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, 2012

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

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.