Dana Laurent Email and Phone Number

An experienced leader in Care Operations and Talent Development, directed diverse teams in Program Management, Customer Escalations and Field Ops. With a strong focus on creating positive culture, implemented strategic solutions for change management, which included cultural focus for success and systems integration/enhancement and policy. Executed and managed initiatives which resulted in creating efficiencies and cost savings. EXPERIENCE2016 to PresentDirector – Program Management (AT&T/DIRECTV)Change Management in strategy, mission, culture, systems, policies, job titles and compensation as it related to the divesture of DIRECTV from AT&T. Directly responsible for 12 Program Managers, 6 Customer Service Managers and 4 Field Coordinators, 12 of which I developed and were then promoted into new roles. Oversight of 15 internal programs and 10 account types totaling 95k video accounts. Key Accomplishments:• Completion of large separation projects related to the sale of DIRECTV by AT&T. Projects included Employee video benefits, systems transition, and identifying business that was no longer to be funded by DIRECTV and requiring a TSA for further support to AT&T• Completed an analysis of current job responsibilities of my direct reports, resulting in releveling for proper titling and compensation• Created new offer targeting former employees to reduce customer churn. Engaged Marketing Strategy, Legal and HR for their buy in. Initial target of 1700 customers and expected to save 80% of the 3% that are termed annually• Executed a $1.2M cost savings initiative to enhance the billing system for new program launches• Led a team of Program Managers in creating the road map to transition focus on DIRECTV Stream as the product of choice for the 15 comp programs used for marketing, monitoring, sponsorship events and internal use. New business rules, processes and system enhancements were needed

As a part of a Customer Experience and Operations group, I lead an amazing team of Program Managers who oversee internal complimentary programs and initiatives and manage their end to end operations . These programs service both internal partners and external “VIP” customers. Oversight of this fast paced and resourceful group requires knowledge of the various lines of business and how their movement may impact our programs. Relationship building and maintenance is pivotal to being able to direct this team as they care for their program responsibilities. As Director of this team I guide in developing process streams, business rules and removing road blocks to ensure the success of the team and their areas of management. Whether my interaction is with our Executive team or a high profile personality/influencer, the experience, process and resolution is handled with the utmost care so as to benefit both the customer and the company. This team provides support in many cross functional areas of the company and support departments such as Engineering, Call Centers, Marketing, National Accounts and Content. As the Director, my networking is a prime focus to ensure the team is plugged in with the appropriate players. This serves well to identify any upcoming and impactful changes. Most importantly, as the company’s landscape evolves within its industry, I lead with the customer and company success in mind and to do so with efficiency and heart.