Melody Fowler

Oversee full life cycle Product Strategy and Operations for the customer facing video SaaS application that allows customers to view, document and secure their construction projects in real time.

Handpicked to be a founding member of the Customer Experience organization to focus on customer centered experiences. Concepted team structure and subsequently hired, retained, and mentored a team of high performing Customer Experience Strategists and Product Managers in a distributed environment. Drove product vision for Technical Troubleshooting for the Broadband and Wireless Product Portfolio and associated Omnichannel/Unified communications for +100M customers. Lead a cross-functional team utilizing a defined process to analyze key customer episodes and journeys, identify problem statements, and evaluate the root causes of customer pain that have an impact on NPS and CSAT. Partner closely with Legal and Compliance, Customer Care, Analytics & Insights, and Design Thinking teams to ensure the best outcome for customers. Execute periodic reviews with stakeholders to maintain alignment and devise informed recommendations together. Identify and develop new KPIs to measure the success of implemented action.

Synthesized information and relevant data to formulate presentations, informing senior leadership of key findings. Working knowledge of current market trends and challenges that could impact machine learning, voice biometrics, and digital adoption. Fostered long-term relationships with internal and external partners. • Supervised a team of Product Managers/Subject Matter Experts (SME) to accomplish AT&T’s new Virtual Assistant project and strategy for Integrated Voice Assistant (IVR). • Implemented a Next Best Action recommendation call modeling effort to reduce customer time in the IVR. • Maintained a prioritized backlog of work to be transitioned to Technology Development as capacity was available.

Oversaw all facets of myAT&T website as it related to Billing, Usage, and Payments for the Wireless and Broadband offerings, • Compiled data-backed insights and key information to present to senior leadership on a regular basis. • Leverage data and analytics to optimize CSAT/NPS, boost user experience, and formulate insights. • Directed a team of Product Owners/SMEs for Billing, Payments, and Usage as it related to the myAT&T website and app. Delivered guidance and expertise, ultimately pushing key projects through various project processes to completion. • Launched and led a data usage breakdown project, saving the company annually in data overage credits. • Drove execution of a bill change explanation project, saving the company annually in call handle time and credits. • Decreased the number of auto pay related calls by developing an auto pay tracker. • Created two new payment method options to my AT&T website to boost user experience and customer satisfaction. • Increased paperless billing enrollment 7% month over month by creating social media and email adoption campaigns. • Crafted online optimal experience bill flows for mature and early tenure customers, as well as pay up, pay off and promotion roll off.

Owned the Overview and Alerts areas of myAT&T. Identified and evaluated growth and improvement areas pertaining to user experience. Launched projects and innovative initiatives to enhance customer satisfaction, task accomplishment, and call shed. Ensured projects for new and/or enhanced functionality advance through the process flow smoothly. Collaborated cross-functionally to deliver high quality products and services. • Facilitated and oversaw three projects and multiple Rapid Deployment updates related to the Overview and Alerts sections of my AT&T. • Tested and approved new functionality prior to production release ensuring products worked as designed.

Manage customer facing, transactional web platform, including liaise with IT to put customer requirements into practice, drive usage and adoption of website, manage reporting and metrics, work cross functionally to incorporate processes from other parts of the business.