Koni Lamb

Experience

• 

  AT&T

  Apr 2001 - Jan 2023

  Designed, implemented, and managed an annual global training program targeting 25,000 managers across various functions, effectively enhancing their business strategy knowledge and skills. Collaborated closely with senior executives, business unit stakeholders, and training teams to develop and execute strategic plans, ensuring alignment with organizational objectives. Spearheaded program oversight, meticulously creating comprehensive work plans, communication strategies, and reporting mechanisms. Demonstrated exceptional proficiency in managing program scope, quality, resources, and risks to achieve successful outcomes. Leveraged data analysis to surpass project requirements, driving outstanding results. Instrumental in the realization of the company's annual revenue goal of $60 million through the successful implementation of the training program. Show less Served as subject matter expert delivering comprehensive training and support to internal business call centers and authorized vendor locations, both domestically and internationally. Provided instruction to a bargained-for workforce on customer inquiry resolution techniques, utilizing a consultative selling approach to uncover business needs. Collaborated closely with executive leadership in the business unit to align revenue and service objectives, delivering customized development workshops and offering valuable feedback to call center managers. Led pilot classes for the training organization, assessing teaching methodologies and curriculum effectiveness, while simultaneously upskilling and overseeing multiple instructors in various classrooms. Show less Oversaw multiple call center locations, providing leadership, direction, and supervision to bargained for sales teams. Successfully addressed small business customer needs, promoting AT&T products and services, while consistently exceeding sales targets and delivering exceptional customer service. Proactively delivered direct and constructive behavior-based feedback to associates, considering diverse learning styles and development levels, with a strong emphasis on follow-up to ensure comprehension. Ensured sellers at various experience levels thrived by providing structure, accountability, and consistency. Coordinated closely with the CWA union to achieve shared goals, effectively managing attendance, performance, and day-to-day activities. Played a key role in improving peer-to-peer and manager-to-employee relationships through effective communication and collaboration with management teams. Spearheaded the development and participation in mentor-mentee programs. Show less Served as the telecommunications expert to business customers through inbound calls, addressing inquiries regarding billing, products, services, complaints, and requests. Advised small business customers on the selection and sale of various AT&T products and services to optimize their operations. Proficiently navigated specialized small business ordering, billing, and network systems and applications to deliver seamless service. Excelled at balancing the task of managing the customer’s request while enriching their business with telecommunications products from AT&T’s portfolio of services. Employed effective sales techniques to foster positive customer relationships and elevate the buying experience, while consistently surpassing sales objectives and achieving high customer care ratings. Show less

  • Senior Project Program Manager

    May 2017 - Jan 2023

  • Sr Training Manager/Delivery

    Jan 2009 - Apr 2017

  • Sales Coach Leader

    May 2004 - Dec 2008

  • Sales Associate

    Apr 2001 - Apr 2004