Edward Molina

Experience

• 

  AT&T

  Mar 2010 - now

  As a Lead Technical Product Manager at AT&T within the Consumer Technology Experience team, I play a pivotal role in driving product development and enhancing customer experiences. My responsibilities encompass a wide range of tasks, including:● Requirement Gathering: Spearheading the collection of customer requirements for epics to ensure a deep understanding of user needs.● Solution Creation: Crafting comprehensive solutions for epics, demonstrating a keen eye for detail and a commitment to delivering high-quality products.● End-to-End Leadership: Taking charge of epics from initiation to completion, ensuring seamless execution and timely delivery.● Quality Assurance: Rigorously testing epics to guarantee functionality and user satisfaction, with a focus on resolving any identified defects promptly.● Stakeholder Communication: Maintaining constant communication and negotiation with business teams and stakeholders to align product development with organizational goals.● Salesforce Administration: Serving as the Salesforce System Administrator for the Sales Team, overseeing all development activities for the Sales retail channel.Notable Achievements and Projects:● Successfully launched the buy flow in the Salesforce platform for a new AT&T product, resulting in over 50,000 new customers in the first three months.● Deployed the new Salesforce platform in more than 5,000 AT&T stores nationwide, optimizing sales processes and customer interactions.● Led the development of a streamlined system issue reporting system, reducing the time to report a system issue from 10 to 2 minutes for frontline sellers and center agents.● Designed efficient retail buy flow experiences for both retail channels and call centers in Salesforce, significantly reducing customer interaction time from 30-45 minutes to 10-15 minutes.Professional Awards:● 2022 & 2023 Connection Award● 2022 & 2023 Exceed - Overall Performance Ratings Show less As a Principal Project Program Manager at AT&T within the National Retail Operations team, I assumed a pivotal role in overseeing critical aspects of day-to-day operations and spearheading transformative projects. Key responsibilities and contributions include: ● Operational Leadership: Steered the day-to-day operations of AT&T's largest Authorized retail account, ensuring smooth functioning and optimal performance.● Transformation Project Management: Led end-to-end management of transformation projects, from conceptualization to implementation, contributing to the enhancement of operational efficiency and customer experience.● Executive Communication: Conducted weekly executive meetings to provide comprehensive updates on ongoing transformation projects, fostering transparent communication and alignment with organizational goals.● Quality Inspection: Undertook the responsibility of inspecting the quality of the Prime Communication call center, ensuring adherence to performance and service standards.Notable Achievements and Projects:● Successfully planned and developed the technology infrastructure for Prime Communication's Inbound Call Center, employing over 200 representatives and contributing to the acquisition of 48,000+ new customers annually.● Spearheaded the development of technology enabling Authorized retail business representatives to sell AT&T products door-to-door and business solutions, resulting in the acquisition of over 300 new customers monthly.● Delivered a security enhancement to Authorized retail stores, leading to annual savings of over $5 million for AT&T.My tenure in this role from 2020 to 2021 reflects my commitment to driving impactful projects and operational excellence within a dynamic retail environment.Professional Awards:● 2021 Connection Award● 2020 Service Excellence Award● 2020 & 2021 Exceed - Overall Performance Ratings Show less As the Associate Director of Mobile Sales Experience at AT&T within the National Distribution team, I played a strategic role in shaping the company's market presence and driving sales growth in the South Texas region. Key responsibilities and accomplishments include:● Contract Negotiation: Successfully negotiated contracts with vendors and venues for AT&T marketing events, ensuring optimal terms and maximizing the impact of promotional activities.● Team Leadership: Led and managed a team of 30+ employees across multiple cities in South Texas, fostering a culture of collaboration and excellence.● Market Share Growth: Implemented strategic initiatives to drive incremental market share growth in the region, contributing to AT&T's overall market dominance.● Business Continuity: Ensured business continuity for the team in case of disasters, playing a critical role in contingency planning and execution.● Media Relations: Acted as the primary point of contact for the AT&T brand with local media, representing the company's interests and maintaining positive relationships.Notable Achievements and Projects:● Expanded the program from two mobile units in Puerto Rico to 15 mobile store units across Puerto Rico, US Virgin Islands, Houston, TX, and Austin, TX.● Awarded the prestigious 2018 Summit Award, representing the top 1% of the company and recognizing outstanding contributions to AT&T's success.● Played a key role in promoting team members to the position of Associate Director in other regions, showcasing leadership and talent development capabilities.My tenure in this role from 2018 to 2020 reflects my dedication to driving business growth, fostering team success, and achieving notable recognitions within the dynamic telecommunications industry.Professional Awards:● 2019 Mobile Events MVP Award● 2018 AT&T Summit Winner● 2018 AT&T Globie Award ● 2018 Mobile Events MVP Award ● 2018 & 2019 Exceed - Overall Performance Ratings Show less Throughout my tenure at AT&T within the Retail Distribution Channel, I held various frontline leadership roles, each contributing to the growth and success of the organization:● Retail Store Manager III (2014-2018) – San Juan, PR:○ Led and developed a team of over 25 employees.○ Managed multiple retail stores, overseeing sales quotas and day-to-day operations.○ AT&T Summit award in 2015○ Played a pivotal role in managing sales quotas and store operations.○ Contributed to the promotion of frontline sellers into management positions.● Retail Account Executive (2013-2014) – San Juan, PR:○ Played a pivotal role in managing sales quotas and store operations.○ Successfully managed authorized retail vendor relationships.○ AT&T Summit award in 2013● Assistant Store Manager (2011-2013) – San Juan, PR:○ Assisted in the development and management of retail store operations.● Retail Sales Consultant (2010-2011) – San Juan, PR:○ Started as a frontline contributor, engaging in direct customer sales.Key Responsibilities and Achievements Across Roles:● Employee Development: Recruited, hired, and developed employees, contributing to a high-performing team.● Recognition and Awards: Received multiple AT&T Summit awards in 2013 and 2015, showcasing outstanding performance.● Talent Promotion: Played a key role in promoting frontline sellers into management positions, fostering career growth.● Post-Hurricane Achievement: Successfully opened the only store in the area after Hurricane Maria struck Puerto Rico in 2017, demonstrating resilience and commitment.My extensive experience from 2010 to 2018 reflects my dedication to leadership, team development, and achieving notable recognition within AT&T's Retail Distribution Channel.Professional Awards:● AT&T Summit Winner 2013 & 2015 ● 2015 - 2018 Exceed - Overall Performance Ratings Show less

  • Lead Technical Product Manager - Salesforce

    Nov 2021 - now

  • Principal Project Program Manager

    Jan 2020 - Oct 2021

  • Associate Director of Mobile Sales Experience

    Jul 2018 - Jan 2020

  • Multiple Frontline Leadership Roles | AT&T – Retail Distribution Channel

    Mar 2010 - Jun 2018