Oversee the strategy and alignment, communication and branding, and change management of the Compass for Care Software Rollout, Implementation, and Enhancements.• Prioritization and coordination of new feature enhancements across all lines of business in the CARE organization.• Create communications and branding strategy, including email communications, Viva Engage, and maintaining the software's SharePoint.• Host and create Monthly Compass Connections series to inform Managers of what is coming next to Compass and gather feedback and ideas. • Create new feature rollout communication and change management plans for all Compass feature launches.• Lead the Bothell Hub office culture and engagement strategy for my organization, planning and communicating engagement events and budgets.

• Create all Desk of VP emails, organization communications, and the monthly engagement and career development Newsletters.• Create and ran the social media engagement strategy by creating the VP and organizational brand from the ground up for a large, diverse organization.• Plan all events for the organization including VP strategy sessions, townhalls, virtual visits, and recognition events.• Create and implementing awards and recognition programs.

• Plan, develop, and implement end-to-end delivery of management development programs for the Elite and Platinum Call Centers.• Plan, develop, and implement end-to-end delivery of employee engagement programs for the Elite and Platinum Call Centers.• Survey, analyze, and developed best practices for Call center techniques and processes.• Plan, develop, and implement work from home playbook including management, development, and engagement plans.• Led a team of Performance Leaders to implement the Centers Management Development program.

Manages external vendor call center relationships and is responsible for the delivery of contracted performance management results.• Primary responsibility is to manage the relationship and provide operational leadership to assigned external large complex vendor call centers.• Establishes requirements and audits to ensure targeted performance metrics are accomplished. • Assesses operational effectiveness and provides ongoing feedback by creating and reviewing metric reports to identify potential performance concerns or opportunities. • Implement and oversee performance initiatives providing leadership status reports and adjust tactical approach based on performance needs or opportunity.• Ensures the operational efficiency and the direction of each center is in alignment with AT&T policies and practices. • Establishes system procedures to ensure overall quality of services. • Facilitates development of teams, partner relationships with vendors, and maintains relationships for long term contracts.• Identifies and determines best approach relating to new product and service launches.

• Conduct face to face interviews for potential CSR hires & make final hiring recommendations• Expert in the art of behavioral interviewing- learn how to read body language and how to assess and redirect questions to better identify top caliber candidates who are likely to be high performing, long term employees• Partner w/ site Talent Acquisition (TA) team to ensure alignment & continuous improvement with regards to the caliber of candidates who are applying and being selected to interview (weekly 1:1s recommended)• Act as the sites Employee Referral “Champion” ensuring messaging clearly drives the caliber of candidate we are seeking to hire while also infusing the program into the site culture• Gather trends of new hire behaviors and attendance. • Participate in new hire focus groups where valuable information is gathered to support continuous improvement • Manage the accountability process by partnering with the L&D Leaders & Employee Development Coaches regarding the production TLs engaging with their new agents • Continuous engagement with the L&D leaders, Ops & HR as they conduct attrition studies and exit interviews within the 0-90 day onboarding time frame to identify reasons for performance and attendance issues including job abandonment• Mentor members of the sites Team Leader Foundations (TLF) program through coaching observations during OJT

Coaching & Development – Responsible for coaching and developing team members in all areas of performance including, but not limited to metrics and behaviors related to the customer experience.Coaching and development activities included: listening to individual calls and providing feedback/coaching; facilitating one-on-one coaching sessions with CSRs; facilitation of discussions on weekly/monthly achievement levels and goals to my assigned team and coached my team members to ensure improvement and efficient productivity was achieved.Performance Management – Wrote and conducted performance evaluations, assisting in employment decisions; set performance goals and objectives and provided the appropriate CSR pay rate during the salary increase process for my assigned team; managed employee issues regarding attendance, performance, conduct, and delivered appropriate corrective action as needed.Administrative – Responsible for communicating policy updates and company information through team meetings, huddles and one-on-one development sessions. Documented all coaching/development sessions in the appropriate databases in a timely manner. Interacted with cross-functional support groups in order to manage the day-to-day operations. Additional daily administrative duties (e.g., time card administration, payroll, etc.) as required.Ad Hoc Responsibilities – Performed other related duties and responsibilities as assigned and/or required. Handled escalated customer issues and worked directly with customers to bring about resolution in a timely and efficient manner.Supported Billing and General Inquiries, Technical Support, and Customer Resolution Team.

· Audit credits to ensure the credit issued is calculated correctly and/or within policy guidelines while balancing the customer’s and the company’s needs. If any aspect of the audit is incorrect, provide written coaching to the agent on the audit opportunities and what policy they can follow in the future to be successful.· Analyze outlier behaviors to determine the key drivers of an agent’s higher than average credit spend compared to site and call type averages. Provide coaching focusing on if the agent is a “can’t or a won’t” to improve credit spend and other metrics effected by the behavior identified. · Collaborate with new hire teams proactively to lead team meetings while giving tailored presentations to teams on credit spend, credit codes, and primary drivers of credits outside of compliance. Often times working with New Hire teams to teach the importance of resource use and presenting the appropriate solution. · Organize and calibrate the team by taking huddle and team meeting notes. Lead team discussion on various topics. · Trend the completed audit data to assign key drivers to the credits outside of compliance while performing the final quality control check. I also identify system issues during this time and help surface policies that need clarification.· Support the call center floor during high call volume to maintain excellent customer service.· Siebel/RIO subject matter expert specializing in billing.