Angie Wheeler

Experience

• 

  Bellsouth Mobility Dcs

  Jan 1999 - Jan 2001

  Retail Sales Consultant
• 

  Cingular Wireless

  Jan 2001 - Jan 2007

  • Executive Administrative Assistant

    Jan 2002 - Jan 2007

  • Service Consultant - Atlanta Market

    Jan 2001 - Jan 2002
• 

  AT&T

  Feb 2007 - Jul 2024

  Responsible for the implementation of total quality, methods and procedures, and process programs for AT&T Customer Experience and Operations. • Lead the planning, developing, and implementing techniques for ensuring the maintenance of quality levels using accurate methods, procedures, and processes. • Develop metrics that provide data for process measurement; identify indicators for future improvement opportunities as well as collect data to identify root cause of problems. • Assess programs to analyze risks and make related recommendations as well as identify the method and process deficiencies that may inhibit effectiveness.• Write, rewrite and/or edit content to communicate policies clearly and effectively to a wide range of channels and audiences.• Ensure all applicable content drives adoption of Customer Digital First interactions.• Develop and deliver M&P content and processes that result in an extraordinary customer and rep experience.• Execute effective content management for 350+ policies. Show less Managed channel communication processes and efforts to execute on enterprise initiatives; business continuity planning; support product launches; provide strategic input to HQ contributors on communication campaigns for channel initiatives; manage National Retail field communications conference calls; My CSP and National Retail SharePoint content management. Results:• Implemented impactful channel-related news to the field staff through three mediums: Channel News Today, Breaking News, and Channel News Weekly.• Examined My CSP content for quality/relevance: continuously monitored My CSP articles and collaborated with SMEs to maintain impactful, meaningful content; exceeded the Quality Rate set for by My CSP.• Planned and hosted the National Retail Field Directors’ Leadership call which delivered opportunities for the HQ Directors to provide the market Directors of Sales with high-level account news and initiatives on a monthly basis.• Created the National Retail Playbook which was a My CSP article providing references to National Retail operational processes and articles. • Supported field execution of launches such as iPhone 5, Mobile Share, Windows 8, and Holiday Readiness by communicating launch plans and resources. Also, collaborated with the My CSP team to coordinate publication of My CSP content relevant to each launch.• Enhanced field engagement by coordinating the Biweekly Field Account Calls. • Championed the National Retail Chalk Talk program which was a series of web-based training sessions for National Account Executives designed to replace the National Retail Onboarding Call. Show less Provided operational support to the National Retail prepaid accounts as well as three big-box retailers; collaborated with functional teams to implement projects; channel lead for fraud prevention initiatives; hosted the National Retail Onboarding monthly call; acted as National Retail records agent for RIM; Business Continuity Planning Communications SME. Results:• Produced a GoPhone newsletter for the prepaid retailers and their store associates.• Revised and improved fraud field training content for more efficient implementation and retention.• Presented fraud prevention highlights on weekly field calls to maintain awareness among the National Account Executives as well as answer questions.• Initiated audits in National Retail locations with increased fraud events.• Reduced losses due to implementation of eliminating zero-contract activations, implementing Token on Demand in Best Buy, better training at POS, and targeted efforts by Fraud team that allow us to reduce the life span of fraud accounts and churn due to fraud. YTD Losses (Jan - Dec): $3,541,535 with SL proj of $4,469,064.• Managed channel-wide efforts to ensure the National Retail records and operational procedures were within AT&T guidelines.• Implemented secure storage of National Retail account contracts and supporting documents.• Collaborated with auditors to provide required account documentation.• Conducted MyCSP audits for the National Retail GoPhone content to ensure relevant, accurate information. Show less Managed mock phone fulfillment program for 10K National Retail locations (execute mock phone launches for big box retailers including Walmart, Best Buy, and RadioShack); Results:• Executed National Retail Strategy for mock phone requirements by leading cross functional teams to ensure deliverables are met on time and within budget.• Implemented communication with Retail Account Executives by submitting mock phone SOPs and Job Aids to MyCSP as well as participating in weekly retailer conference calls.• Reduced mock phone shipping costs by $100K in 2008 (Q1 and Q2) by coordinating shipments with Marketing Communications merchandising material shipments.• Restructured the mock phone ordering process to improve efficiencies between the fulfillment vendor and retail stores which reduced time from order to delivery. Show less

  • Sr. Quality/M&P/Process Mgr

    Feb 2015 - Jul 2024

  • Sales Communications Manager

    Aug 2011 - Feb 2015

  • Partner Operations Manager, National Retail

    Nov 2008 - Aug 2011

  • Sales Support Specialist

    Feb 2007 - Nov 2008