Optimizing Customer Billing & Plan Selector Portals: Enhancing User Experience and Performance at AT&T

Background and Current Role
As the Mobile Lead Developer at AT&T from October 2021 to August 2022, I spearheaded the optimization of the Customer Billing Portal and Plan Selector Portal for both web and mobile applications. This initiative aimed to enhance performance, improve user experience, and minimize response times to milliseconds. By refining architectural design, implementing cutting-edge caching strategies, and optimizing API efficiency, we successfully streamlined the customer interaction process. The project leveraged Adobe Analytics for data-driven improvements, ensuring measurable enhancements in user engagement and satisfaction.
AT&T Inc., headquartered in Dallas, TX, is one of the world’s largest telecommunications companies, serving millions of customers globally. The Customer Billing and Plan Selector Portals are critical touchpoints for users managing their mobile plans and payments, making performance and usability key factors in customer retention and satisfaction.
Notable Achievement
A key milestone of the project was reducing mobile app response times to milliseconds, which led to a 50% reduction in customer complaints related to app speed. Additionally, real-time billing updates contributed to a 15% increase in customer retention, significantly enhancing user engagement and operational efficiency.
Innovative Solution
At the heart of this project was a series of technical advancements, including architectural restructuring, the integration of WebSockets for real-time data synchronization, and the implementation of a personalized user dashboard. By employing lazy loading, caching, and progressive web app (PWA) features, the team optimized performance across mobile and web platforms.
Security and Authentication Enhancements
A secure, scalable authentication framework was integrated, featuring token-based authentication, multi-factor authentication (MFA), and advanced encryption methods. These enhancements ensured compliance with modern security standards while protecting sensitive customer data.