Robert Dutton

Experience

• 

  AT&T

  Oct 1996 - Dec 2019

  The Service Management Organization acts as the voice of the customer, serving as the bridge between the customer and AT&T, across AT&T's portfolio for Wireline and Mobility products and services. Service Management owns the client interface for customer service functions (Service Delivery, Service Assurance, and Billing) for customers worldwide.Responsible for leading a team of Universal Service Executives who support the Regional Vice Presidents with the handling of chronic billing, critical service outage issues and provisioning expedites/intervention. Show less Office of the President U-verse subject matter expert provided U-verse expertise and training to OOP case managers. Created processes, identified process gaps and developed training modules for managers working regulatory complaints and appeals to the Chairman of AT&T. Provided usability and customer experience data to U-verse Home Solutions/Customer Experience team for process improvement efforts. Responsible for monthly U-verse regulatory reporting, bi-monthly customer churn report and ad hoc reporting. Show less Project managed all of Pacific Bell's strategic and tactical planning, sales and implementation activities related to our Corporate Sponsorship at Raley Field in Sacramento. Managed and coordinated all Network Services, Pacific Bell Wireless, Broadcast Video Services, and PBNI activities to insure that the proper network serving facilities were in place and that all Pacific Bell on-site activities were incorporated into the finite construction timelines and all required services were fully functional for the opening of Raley Field. Augmented the assigned Account Team to maximize our revenues from the primary customers/owners and all related sub-tenants at Raley Field. Secured the wiring contract for PBNI at Raley Field totaling $150,000. Sold 190 Joint Marketing Centrex Sets totaling $35,000. Sold and implemented 197 Centrex Lines on a 5 Year Contract including Inside Wire Repair Plan, 72 EBS lines , 79 Series 100 Voice Mailboxes, and multiple DSL connections to PBI. Total revenue of products and services for 5 years totaled $450,000. Venue opened successfully and on time, and received extremely high level of customer satisfaction. Show less

  • Associate Director

    Mar 1985 - Dec 2019

  • Sr. Project Manager, Executive Appeals

    Nov 2006 - Feb 2012

  • Associate Director, Sales Support

    Aug 2000 - Nov 2006

  • Project Manager

    Nov 1999 - Aug 2000

  • Sales Support Manager

    Oct 1996 - Aug 1999
• 

  NICE CXone

  Dec 2019 - now

  At NICE we are passionate about removing the friction between companies and consumers, creating extraordinary experiences that build brand loyalty and create unbreakable bonds.We enable organizations to address today’s consumer and employee expectations, by delivering effortless, consistent, and personalized digital-first experiences with CXone, the world’s leading cloud CX platform.We are known for our innovation and comprehensive end-to-end CX approach, combining digital entry points, journey orchestration, smart self-service, prepared agents and complete performance suite, all embedded with our purpose-built CX Analytics, AI, and domain expertise. Show less

  • Senior Manager Technical Services

    Feb 2022 - now

  • Principal Technical Account Manager

    Dec 2019 - Feb 2022