Experience

• 

  At&t

  Feb 1995 - now

  Supported Senior Officer and organization of ~2,000 managers as internal communications lead. Distributed multiple clear communications on behalf of Senior Officer and supporting organization. Streamlined the process for sending mass communications; Eliminated need to communicate using email strings, avoiding communication delays and multiple resource involvement Spearheaded monthly learning sessions invented for managers to stay connected with company changes:Outlined relevant topics from employee feedback and ongoing efforts related to the workplace transformation and led monthly learning sessions for ~2000 management employees. Communicated session format and expectations upfront and collected feedback via brief surveys upon completion; Analyzed feedback, summarizing to a single page that clearly outlined employee perception and key take-ways for use in future sessions 98%+ satisfaction of overall feedback received from the compilation of communicationsOwned the creation and execution of the organizations internal communications and marketing plans to include coordination of internal media, studio time and internal social media development and maintenance. Show less • Responsible for helping shape and guide the 6 Year plan needed to reach our VIP 2020 goal of transitioning our TDM network to all IP, cloud and wireless. The planning will guide end-to-end operations as AT&T moves toward 2020. • Support AT&T's technology and network through strategic planning and operations managing extremely large and complex projects, with multiple sub-projects, requiring senior level oversight and extensive executive communications. Direct efforts with cross functional teams which span multiple regions, functions and business units. • Oversee project activities to ensure the timely delivery of stated business benefits, comparing actuals to plans and adjusting plans as necessary. Responsible for detailed work plans, schedules, tracking, project estimates, resources and status reports. • Assess, plan for, and manage project risks including mitigation & contingency plans; manage issues, jeopardies, escalations and problem resolutions. Defines project scope and ensures changes to scope and deliverables are managed. • Assist with RFP development, evaluation, and supplier selection, as well as ongoing relationship building with suppliers or consultants. Show less • Supported, through advocacy and stewardship, AT&T's most complex account modules, which had the highest revenue generating Fortune 50 client set of accounts. Acted as pivotal lead for all customer crisis issues taking ownership for the customer’s experience. Brought resolution to issues, engaging other departments and being champion for status reports back to customer and leadership. Escalated internally to executive level and higher through resolution of customer issues.• Led weekly, monthly and quarterly face-to-face meetings at VP level with Fortune 50 client set providing Operational review of overall network performance and service delivery. • Supported workgroup/organization acting as SME, sharing resources and key processes in an effort to improve/correct gaps in service and project management to bring to resolution. Focused on submitting white paper recommendations for process improvement through Six Sigma funnel.• Far exceeded expectations, resolving process gaps that negatively impacted the customer's experience, by partnering with the Service and Project Management Area Managers to drive improvements in the Customer’s overall experience with AT&T. Interfaced closely with the Sales teams to ensure all customer expectations were addresed.• Expert in Microsoft Suites; utilized the AT&T Brand center to ensure presentations were in line with the AT&T design principals.• Managed Customer Experience Evaluation (CEE) meetings to produce clear and significant results, completing 12 key challenges with soluble recommendations for improvement by Q4 2010. Exceeded goal by achieving 105% of target. Show less • Manage daily network operations and customer’s maintenance experience including strategic and quality initiatives and the results associated with the US and International voice, data, private line, and frame relay Global Service Assurance Center (GSA). • Led G4 Manager Project which improved the overall Global Service Assurance (GSA) center mean time to repair (MTTR), ultimately leading to a 7% MTTR reduction. • Strengthened Enhanced Transport Service (ETS) and Signature Client Group (SCG) accounts by managing the customer’s service and reliability and took responsibility for the overall service, delivery and maintenance efforts of AT&T. Show less • Provided motivation, coaching, leadership, and supervision to a team of 18-22 union-represented service representatives in a consumer call center.• Developed coaching action plans for each individual on the team, enabling them to meet and exceed organizational goals and individual targets while handling service inquiries and strategically up-selling products and services to AT&T consumer customers.• Far exceeded all established goals and was recognized as #1 center Manager two consecutive years• Continuously exceeded the established objectives by leading Local Service Associates who handled repair & maintenance for Long Haul region. Managed quality of service and trouble ticket output. Show less

  • Chief of Staff to VP, AT&T Global Supply Chain - Mass Markets & Operational Efficiencies

    Sept 2020 - now

  • Chief of Staff to Vice President, Global Connections & Supply Chain - Strategic Initiatives

    Feb 2019 - Sept 2020

  • Chief of Staff support for President of Technology Operations

    May 2016 - Feb 2019

  • Chief of Staff to Vice President, Global Fleet Operations

    Aug 2015 - May 2016

  • Communications Lead to Senior Vice President - Operations Planning & Optimization

    Jan 2015 - Sept 2015

  • Senior Project Manager - AT&T Technology & Network Operations (Program Management Office)

    Feb 2013 - Jan 2015

  • Service Executive - AT&T Business Solutions (Wholesale - SI)

    Oct 2007 - Feb 2013

  • Network Engineer - AT&T Business Solutions (Global Network Operations Center - NOC)

    Aug 2005 - Oct 2007

  • Sales Team Leader - AT&T Consumer Services

    Feb 1995 - Aug 2005