Experience

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  At&t

  Jan 2006 - Jan 2022

  As a Principal Business Management of AT&T's Center Operations and Innovation, I govern operational expenditures reduction through technology, automation, and process improvements and enable frontline employees to resolve issues to improve customer and employee experience. Refined new hire retention by executing an improved onboarding experience with an accelerated go-to-market strategy. Direct programs from initiation by delivering responsible for ongoing program management and oversight to develop innovative solutions to create robust, efficient, and sustainable business processes and programs.► Orchestrate the technical solutions portfolio from ideation, planning, and designing through execution for the mobility and broadband direct sales organization, provide updates to internal stakeholders, and consult with senior management to identify opportunities and risks► Instituted a closed-loop communication process between 8000 frontline employees and the technology group to expedite system solutions and improve the customer experience► Enhance the agent onboarding experience using industry research and collaboration with talent acquisition, training, and information technology Mostrar menos As the Senior Business Manager of AT&T's Customer Care Organization, I advanced the strategic direction using business insights and trends to develop improved internal processes and digital solutions to reduce the 170M annual customer contacts by 10%. Cultivated accountability across project owners to ensure alignment with financial targets and provided clarity on senior management directives driving clear market insights to support business planning.► Established systems to achieve a $90M call shed target for mobility, video, and broadband services, improving customer experience with self-service product delivery► Exceeded call shed target of 12M calls by 2.1M analyzing call driver and volume data, partnering with 9 product managers and developers to institute recommendations to reduce calls► Developed a one-stop site for customer inquiries related to COVID-19 policies, service delivery, and corporate response working with a cross-functional team of 25 responsible for analyzing customer inquiries to inform FAQ development, UX needs, and communication touchpoints ► Champion collaboration and alignment with cross-functional initiatives by providing project management and assessing cost savings opportunities Mostrar menos Quality Assurance Manager of AT&T's Customer Experience Insights, I accounted for human resource management, training, and serving as a performance coach to 28 offshore non-payroll workers who assess agent compliance to legal, regulatory, sales integrity, and departmental methods and procedures. Executed chat and real-time monitoring programs to deliver actionable insight to senior managers and sales, service, and technical support teams.► Launched a monitoring process to improve performance metrics for the customer survey, completing 4000+ observations in 3 months and increasing customer satisfaction by 3% ► Reduced quality assurance call monitoring errors by 3% and improved report rating accuracy by creating visual aids as keys to support offshore non-native English-speaking staff with understanding regional colloquialisms and cultural context in calls ► Yielded a savings of 25% in cost per customer service chat by developing methods and procedures to improve efficiency in inquiry response with sales support, reducing chat handling time► Pioneered a new consumer core chat monitoring program completing ~90K observations annually, writing recommendations to improve quality assurance ► Created performance dashboards to analyze customer interaction data from phone and chat response services and assess agent/customer response time, call handling time, and drop rates Mostrar menos As the Product Marketing Manager of AT&T's Customer Information Services, I boosted sales operations, overseeing a $114M consumer listing portfolio by managing relationships with printed publication vendors. According to an FCC order, facilitated contract negotiation and management between AT&T and competitive local exchange carriers for subscriber listing information. ► Identified cost savings of $1M by developing a new listing database, leading project management to streamline processes and execute technical requirements across functional teams► Executed 800+ contracts annually, earning $2M+ in revenue► Negotiated blanket letter of authorization with Comcast to secure listing release permission requests for directory aid placement, resulting in $16K+ in generated revenue ► Collaborated with AT&T legal and regulatory staff to ensure compliance with all FCC rulings and publishing requirements across a 22-state territory ► Joined as Product Manager Month 2001 promoted to Product Marketing Manager January 2006 Mostrar menos

  • Principal Business Management

    May 2021 - Jan 2022

  • Principal Business Management

    Jan 2020 - May 2021

  • Quality Assurance Manager

    Jan 2014 - Jan 2020

  • Product Marketing Manager

    Jan 2006 - Jan 2014
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  Amazon

  May 2022 - now

  As a member of Amazon's Device, Digital, and Alexa Support Team (D2AS), I am the leader for Amazon Music Customer Experience. My charter is to drive programs that impact the customer experience globally, advocate for the customer, resolve customer friction, and influence the product and feature roadmaps. As a member of the Worldwide Customer Service (WWCS) Concessions Team, I managed programs that reduced concessions through defect elimination, process improvement, and enhanced customer experience.

  • Senior Program Manager

    Jan 2023 - now

  • Senior Program Manager

    May 2022 - Jan 2023