Bonnie Smith

Experience

• 

  AT&T Mobility

  Feb 2002 - now

  • Responsible for implementing and maintaining retail technology in our Company Owned Retail locations including Welcome Center, Experience tables, and payment stations.• Act as liaison for headquarters in Atlanta and local markets to identify and resolve system related issues.• Identify innovation concepts to improve transaction times and ensure a quality customer experience in our company owned retail locations.• Manage West Region sales processes and policies to identify and implement best practice solutions for a continually growing and changing industry. Show less • Responsible for assisting with all aspects of the sale of wireless voice and data products.• Managed a team of 12-20 Support Specialists and assisted with customer leads, order activations, account maintenance and increasing sales revenue.• Managed Southern California accounts to enhance business relationships (County of San Bernardino, JPL, Yum Corporation).• Active roll in customer proposals and solution selling.• Working knowledge of all products, services and internal processes. Show less

  • Program Execution Manager

    Jul 2013 - now

  • Field Sales Automation Manager

    Nov 2006 - Jul 2013

  • Sales Support Manager

    Feb 2002 - Nov 2006
• 

  DIRECTV

  Aug 2021 - now

  Senior Business Manager

  As an End-to-End Project Manager specializing in agent-facing operational changes, I am responsible for overseeing and implementing complex projects that impact our customer service operations teams. With PMP certification and a methodical approach, I ensure the successful execution of initiatives from conception to completion.Key Responsibilities:• Lead and manage projects related to agent-facing operational changes, ensuring alignment with business objectives and customer needs.• Develop and maintain comprehensive project plans, including timelines and resource allocation.• Implement risk management strategies, proactively identifying potential issues and developing mitigation plans.• Maintain detailed issue tracking systems, ensuring timely resolution of project-related challenges.• Collaborate effectively with cross-functional teams, including IT, Marketing, Operations, Customer Service, and Legal departments, to ensure seamless project execution.• Oversee the successful launch of new products and policies, ensuring all operational aspects are thoroughly addressed.• Facilitate communication between stakeholders at all levels, ensuring clear understanding of project goals, progress, and outcomes.• Apply PMP methodologies and best practices to optimize project management processes and outcomes.• Conduct post-project evaluations to identify areas for improvement and apply lessons learned to future initiatives. Show less