T-Mobile · Retail Operations · Writing Sample
When Deutsche Telekom first set up their U.S. business by acquiring several local carriers, they needed to standardize retail operations and develop a new point-of-sale system across 1,200 stores nationwide. I documented key current-state processes and built the UAT framework for the rollout.
UAT documentation
The goal was to build a POS system that aligned with local business requirements while ensuring consistency across all stores. For testing, I established a process that coordinated all technology and support vendors, focusing on triaging and filing defects for resolution by the IT teams.
I authored UAT test plans covering the four core retail workflows: device activation, number porting, accessory selection, and rate plan selection. Each test plan mapped the exact steps a retail associate would follow, the expected system response, and the criteria for pass/fail — written to be followed correctly under real store conditions, by staff encountering the new system for the first time.
Defect resolution process
I also documented the defect resolution workflow using Test Director — from UAT tester identification through developer assignment, code fix, code drop, regression testing, and closure. The flow chart made clear who was accountable at every step, and ensured that defects identified during testing were tracked and resolved before go-live rather than discovered by customers.
Retail process flows
Beyond testing, I documented the new personal account activation process — how sales representatives help customers set up new accounts, port in phone numbers, and choose rate plans and devices. The documentation also covered pre-paid minute replenishment via the Mobile Transaction Router (MTR) system, capturing the D2A (Direct to Account) option that avoided the need for customers to call customer service or use a PIN.
These process flows helped identify opportunities for improving automation, reducing manual steps, and making the system more user-friendly for retail employees — all before launch.
Impact