Patty Carvelli

Experience

• 

  AT&T

  Jun 1990 - Nov 2023

  Led a team of 200+ customer service professionals responsible for the service relationship for 250+ large Business customers with $2.7B in annual revenue in a fast-paced 7x24 support environment. Strategic roles included customer advocate, strategic partner, company ambassador, and business accelerator for all aspects of the client relationship with AT&T (service delivery, service assurance, billing, relationship management). Developed and built relationships with numerous client executives, drove service improvement plans, resolved complex issues with crisis management, and created a high performing team of skilled professionals. Responsibilities and complexity increased throughout my tenure, including strategic Service Model transformation. Show less Corporate governance for AT&T’s Global Business Continuity program including 577 of AT&T’s mission critical applications, 135 critical work centers, and 38 critical data centers and operations• Developed AT&T’s corporate-wide Pandemic preparedness strategy and plan in 2005-2006 which provided the foundation for COVID19 response, including incident, business, operational and network preparedness. Served as an expert in advising internal organizations, Enterprise clients, professional organizations, and public service organizations on critical issues, considerations, limitations, and pragmatic plans. Show less Operations execution and planning responsibility for AT&T’s US Data Networks (Frame Relay, ATM and IP), as well as platforms such as Global Remote Access, VOIP, IP Applications, ISP Services (for 3 major cable companies), and Web Hosting. Scope included over 600 Routers, 260,000 modems, 700 services, and 1,300 Layer 2 switches in over 100 locations as well as 13 Internet Data Centers containing over 900 servers and 1,200 networking devices. Responsibilities include 7x24 surveillance, break/fix accountability, change management, transformation and work force planning Show less Gained a broader understanding of the business by experiencing a wide range of business roles, making significant contributions, and progressing from First Level to Third Level Manager.• District Manager: Data Customer Maintenance Operations - Operations responsibility for providing technical support for repairing customer troubles with AT&T’s Frame Relay and Switched Digital Services• Chief of Staff/District Manager: Strategic/Business Planning – Network: Managed projects focused on establishing the strategic direction for the AT&T Long Distance Network (both Domestic & International) for the Network CIO Officer.• Manager: Network Technology Development - Project Managed the development, certification, and implementation of a new component of the AT&T signaling network to meet time, cost and performance objectives• Manager: Asset Financial Management - Responsible for Financial analysis of key investment measures such as Economic Value Added (EVA), Asset Turnover, and Plant Turnover as well as affordability target setting and flexible scenario-based modeling capability of the Strategic Investment Plans presented to the Board of Directors by the Network CIO.• Supervisor: Market Strategy/Segmentation - Responsible for both primary and secondary market research and data analysis to develop business recommendations and forecasts for Corporate Calling Card products, contributing to a single year increase of 5% market share.• Supervisor: Network Capacity Deployment - Planned and Project Managed the successful implementation of new service platforms and network element hardware into the AT&T Switching and Signaling networks to meet time and cost objectives. Achieved implementation cycle time reduction of 200%, managed $13M of capital expenditures and saved $4.9M through the recycling of spare equipment. Show less

  • Assistant Vice President - Voice & Collaboration Solution Delivery

    Jul 2021 - Nov 2023

  • Assistant Vice President - Business Customer Advocacy/Service Management

    Oct 2007 - Jul 2021

  • Executive Director - Global Network Reliability Operations

    Oct 2006 - Oct 2007

  • Executive Director - Corporate Business Continuity

    May 2005 - Oct 2006

  • Executive Director - US Data Network Operations

    Mar 1999 - May 2005

  • Various

    Jun 1990 - Mar 1999