Nathan Starke
MADISON LAKE
Summary
Dynamic Senior Manager with extensive experience at Verizon, excelling in strategic planning and customer journey mapping. Proven track record in optimizing 5G Home experiences and enhancing operational efficiency through cross-functional collaboration. Adept at creating impactful project presentations and driving business case initiatives to elevate customer satisfaction.
Overview
4
4
years of professional experience
Work History
Experience Mgt - Senior Manager
Verizon
10.2024 - Current
- Curate and optimize 5G Home, Mobile + Home, FIOS customer journeys to bring customers what they want and need and provide a great customer experience.
- Led cross-functional teams to achieve project goals and deliver high-quality experiences.
- Create and present project decks for leadership teams.
- Collaborate as an Experience Lead on projects driven by other organizations.
- Create and refine user stories and requirements.
- Access customer journey pain points to drive enhancements.
- Create journey maps, blueprints and experience features to show the high level experience expectations and drive project requirements.
- Business case creation for CX lead initiatives.
Performance Assurance Senior Manager
Verizon
07.2023 - 09.2024
- Create current and future state customer journey maps for Verizon Home Internet experiences.
- Access customer and employee pain points to drive enhancement work.
- Collaborate with cross-functional teams to provide guidance on Home Internet strategy.
- Create and present project decks to leadership teams.
- Provide customer experience requirements to partner teams
- Write user stories and participate in refinement with GTS partners
- Business case creation and tracking.
Manager - CS Operations Support
Verizon
08.2021 - 07.2023
- Curated 5G/LTE Home customer and employee feedback loop.
- Source feedback from multiple partners and systems to analyze.
- Connect customer and employee feedback to KPI's and create summaries for teams supporting 5G/LTE Home.
- Subject matter expert consultation.
- Journey mapping customer and employee experiences in ordering flows, return flows and internal systems and tools.
Education
Bachelor of Arts - English Literature, Art
St. John's University
Collegeville, MNSkills
- Strategic planning
- Collaborative Teamwork
- Operational Efficiency Management
- Collaboration Within Cross-Functional Teams
- Project Coordination
- Customer Journey Mapping
- Verizon Home Internet Expertise
Accomplishments
Played a key role in curating and launching new Verizon Home Internet experiences, including Location Violation, Heavy Data Users, Wi-fi Backup and SSID/Password setup in digital and collateral.
Timeline
Experience Mgt - Senior Manager
Verizon
10.2024 - Current
Performance Assurance Senior Manager
Verizon
07.2023 - 09.2024
Manager - CS Operations Support
Verizon
08.2021 - 07.2023
Bachelor of Arts - English Literature, Art
St. John's University
Similar Profiles
Gerrick McPhearsonGerrick McPhearson
Manager, Business Development, National Fiber Deployment at VerizonManager, Business Development, National Fiber Deployment at Verizon
Michael HancockMichael Hancock
Cable Splicer at VerizonCable Splicer at Verizon
Amiah MellinAmiah Mellin
Salesperson at VerizonSalesperson at Verizon