Alexandria Williams Email and Phone Number

This is a very multi-faceted role in which I wear many hats. I was presented with the DIRECTV Extraordinary Award for Q1 & Q3 2022 based on my ability to quickly pivot based on business needs. As a system administrator for the Asana SaaS project management platform:• Lead all API integration - Zapier (project numbering) Power BI, etc. • Create necessary data fields and workflows for cross functional teams• Serve as enterprise admin for Asana intake/project management• Deliver workstream integration, tracking, reporting and communication toolsAs the intake lead for the Customer Experience & Operations organization: • Produce weekly initiatives report using Asana and Power BI which highlights and informs C-Suite leadership on upcoming projects requiring executive level notification.• Direct portfolio/program managers on proper ASANA usage and setup• Assisted in the creation of the Customer Experience & Operations Intake for DIRECTV using Asana.The CX&O intake covers more than 11 cross-functional teams with 20+ impacted teams represented across the company.• Vetted and assigned an average of 25+ intakes a day.• Co-owned the Project Management Office (PMO) for a team of 600+ employees.As the business unit liaison for our customer feedback survey platform:• Serve as the single point of contact for DIRECTV's Voice of the Customer (VOC) program, spanning 6 different survey programs and 2,000+ users.

• Analyze data from cross-functional workgroups to identify key strengths and weaknesses of direct reports and create action plans for improvement resulting in an 18% lift in the team’s Voice of the Customer score and 22% decrease on Customer Disconnects.• Negotiate with customers to resolve escalated claims while protecting company revenue• Collaborated with the staffing department to implement an interview process which streamlined the hiring of new agents and kept the call center ahead of the deadline to have over 300 agents employed prior to 2019.• Train newly on-boarded managers as they are hired and educate them on tools and processes needed to succeed in the role.

• Supervised overall daily operations of a Company-Owned Retail store in the Houston, TX market including hiring and firing, development, discipline, and scheduling of employees to ensure efficiency, quality store operations, and an extraordinary customer experience • Conducted on-the-spot coaching to increase TV and Internet sales attainment from 90% to 150%.• Sustained a 125% overall attainment in all KPIs combined for 2017 and 2018 while managing 20 direct reports, Top 1% in South Texas• Selected for the Retail Leadership Development Program, designed to introduce various sectors of the enterprise, business needs, and employee relations • Promoted from a Store Manager II to a Store Manager III based on ability to build successful relationships and foster a culture of accountability and performance.• Documented performance conversations into software system daily in order to maintain employee files

• Represented the Learning and Leading Program for 13 high school interns• Created and taught lesson on gender roles and their contribution to traditional versus modern leadership styles• Corresponded with professionals in outside departments to coordinate job shadow assignments for each intern and performed weekly evaluations throughout the program• Organized graduation ceremony with over 150+ attendees for the completion of the program and secured a guest speaker for the event• Facilitated college panel discussion with other interns at COUNTRY® in order to inform high school interns about getting involved at college