Guided team of 13 associate directors and 75 workforce specialistsDelivered workforce strategy and support (forecasting, capacity/staff planning, scheduling, real time management, continuity planning, reporting/analytics) to Customer Care organization ($2.6B annual budget) for 170+ contact types across Loyalty/Retention, Sales, Service, Technical Support, Credit, Collections, and Fraud lines of business -- inbound/outbound voice, chat, digital care, social media, back officeCultivated durable relationships with 13 Strategic Vendors (BPOs) and Internal Operations to drive operational excellence across 220 contact centers and 26K+ frontline experts in North America, South America, Europe, Africa, and AsiaLeveraged technology advancements, process innovation, and business analytics to drive economics optimization, forecasting accuracy, resource planning, and playbook modernizationPerformed extraordinary leadership to propel corporate initiatives, drive impact mitigation during disruptive events, and supported transformations & migrations (NICE IEX, Genesys Single CTI, Salesforce CRM, Virtual Hold Technology, Intradiem Automation) AT&T Summit winner — Top 5% of LeadershipExceeded targets for success measures:— 94% inbound accessibility in spite of -5% volume to forecast (2Q24) - optimizing channel efficiency— 108% mobility & broadband gross adds to forecast (2Q24) - maximizing revenue generation— 53% collections to balance rate (+5% YoY) - best ever cash optimization— 66% resolution rate (+5% YoY) - best ever operational effectiveness— 15% transfer rate (-6% YoY) - best ever productive efficiency — $26M+ under-run relative to overtime budget and under-time savings (2023) — contributing to 51% yield

Guided team of 6 associate directors and 70 customer relations specialistsResolved executive, media, legal, and regulatory escalations & complaints on behalf of AT&T, Chairman’s Office, Board of Directors, and Senior Leadership Contributed to ongoing advancement of robust enterprise risk management program by evaluating framework, supporting governance process (operationality and effectiveness), and delivered oversight of top control risks (identification, assessment, monitoring, and implementation of remediation plans)Exceeded targets for all success measures - case quality, timely resolution, customer satisfaction, and employee engagement

Supported Senior Vice President and team of 6 Assistant Vice Presidents with business operations and strategic initiatives, organizational architecture and development, financial budget and cost containment, program and people management, and other administrative functionsActed as a strategic partner and extension of the Senior Vice President by championing business priorities and activities, cultivating strong relationships with other leaders/organizations, and strengthening alignment across partnershipsDeveloped executive-level customer/partner messaging and presentations to articulate the organization's vision, strategy, mission, and strategic initiatives with a variety of audiencesDeveloped reporting and dashboarding capabilities for sources of satisfaction data, such as Voice of the Customer (VOC) and Net Promoter Score (NPS); established forums and toolkits to engage enterprise mindset and drive implementation of best practices to improve service levels

Guided team of 6 sales managers and 375 service experts in 3 inbound contact centers for sales, service, and loyalty/retention functionsConducted operational reviews to inspect all activities for quality, accuracy, and timelinessExecuted process innovation and performance optimization with center attendance, force management, productive efficiencies, revenue generation, and customer experienceAchieved and sustained Top 5 centers performance in West region within 90 days on the job

Area Manager – Business Complex Billing (July 2005 - June 2006)Associate Director – Business Marketing Channel Delivery (June 2006 - December 2006)Area Manager, NEAC – Network Planning and Engineering (January 2007 - August 2007)