Thane Davis

Experience

• 

  AT&T

  Jan 2003 - Mar 2023

  Content creator for retail/care employees providing information on handling customer interactions and navigating internal processes, procedures, and products. Reduced my content portfolio by 20+% through consolidation of duplicate content; redesigned 100% of content portfolio to match “.com” look and feel for a rep experience that is both engaging and accessible. Customer care and retail liaison for corporate acquisitions and merger projects.• Ensured a smooth transition bringing acquired care/retail groups, facilities, customers, and product offerings into AT&T.• Worked with internal and external organizations (legal, network, billing, customer care, retail sales, and others) to minimize problems or interruptions with the integration process. Managed knowledge-base content for the Mobility Consumer Care channel with additional work on special projects/initiatives as needed. Managed back-office specialty teams (High-Level Adjustments, eCare, Correspondence, Adjustment Audits, Office of the President); created and implemented on-line system for managing high-level adjustment workflow providing real-time delivery/tracking of work, queue management, reporting, and electronic signature capture of approvals.

  • Sr. - Quality/M&P/Process Mgr

    Jul 2019 - Mar 2023

  • Sr. Project/Program Manager

    Jul 2015 - Jul 2019

  • Manager/Sr. Manager - Quality/M&P/Process

    Nov 2010 - Jul 2015

  • CS Team Manager - Special Operations

    Jan 2003 - Nov 2010