• Reported directly to the Assistant Vice President (AVP) and lead Sales Operations/Execution Teamcharged with process optimization, desktop tool implementation, and call flow efficiency across theMobility and Broadband Organization (Internal and Strategic Vendor/ Brick & Mortar and Virtual/on and offshore) contact/call centers of 11K frontline Agents responsible for delivering millions in revenue to AT&T.• Responsible for multiple initiatives across the organization driving… Show more • Reported directly to the Assistant Vice President (AVP) and lead Sales Operations/Execution Teamcharged with process optimization, desktop tool implementation, and call flow efficiency across theMobility and Broadband Organization (Internal and Strategic Vendor/ Brick & Mortar and Virtual/on and offshore) contact/call centers of 11K frontline Agents responsible for delivering millions in revenue to AT&T.• Responsible for multiple initiatives across the organization driving progress and alignment onCustomer Experience, Sales, and Employee Engagement pivotal projects for Wireless andBroadband• Collaborate with cross-functional teams and senior level executives to define and map outbusiness initiatives. (5G, AT&T Internet Air, New Hire Plan)• Developed and created leader and non-management training and M&Ps for tools/software/process IEX, IVR, CTI, Avaya, CRM, WFM, Tableau, Workday, TEAMS, Salesforce, Live Agent, Verint, Smartchat, Hiper, OPUS, Intradiem, CinglePoint, SOWs.2024 Accomplishments:• Improved internal efficiencies by increasing yield (percent of time experts READY for or ON aninbound call compared to Total Scheduled Time) by 1% averaging an additional 6 calls per expertper month increasing revenue $2.4M year.• Managing the implementation of Hybrid hiring to improve profitability.2023 Accomplishments:• Contributed to improving repeat calls into the call center to -23% fewer contacts handled YoY.• Improved Close Rates achieving Mobility 102% & 116% Broadband Attainment.• Assisted in BOT creation and implementation resulting in saving $2.1M in unnecessarycompensation.• Creation and implementation of the Centralized Support Desk saving the company $5.7M.2022 Accomplishments:• Developed analytics PowerBi Report that provided a snapshot and detailed analysis of the callmix, close rate numbers and percentages increasing sales to 108% Attainment. Show less

• Reported directly to the AVP, providing strategic leadership to drive the execution and communication of processes, systems, tools, and solutions for our ~15k frontline internal and on & offshore international vendor managers and agents across multiple geographical locations.• Spearheaded the optimization of sales strategies and strengthened partner relationships to drive market expansion and profitability. Aligned efforts with the organization's business plan to accelerate revenue… Show more • Reported directly to the AVP, providing strategic leadership to drive the execution and communication of processes, systems, tools, and solutions for our ~15k frontline internal and on & offshore international vendor managers and agents across multiple geographical locations.• Spearheaded the optimization of sales strategies and strengthened partner relationships to drive market expansion and profitability. Aligned efforts with the organization's business plan to accelerate revenue growth, reduce costs, boost employee engagement, and enhance the customer experience.• Developed product, sales process, and operational changes in support of new or existing salesprograms performance improvements plans.• Administered comprehensive compensation plans, including salary structures, variable incentive programs, and sales commission plans. Collaborated with HR and leadership to develop and implement compensation strategies aligned with business goals. Led global projects across multiple teams, overseeing the rollout of new Sales Incentive Plans, streamlining processes, and identifying opportunities for standardization. Collected internal feedback, conducted in-depth analyses, and provided data-driven recommendations to design best-in-class compensation plans that align with organizational strategy and drive performance results.• Interfaced with marketing, finance, sales operations, compensation, service delivery to solvebusiness problems.• Led the transition of >70% of workforce from call centers to home including implementationnew tool to allow for payments and sales.• Played a key role in designing and implementing the Virtual Call Center Playbook and operating model, which transitioned from concept to production. Developed and delivered comprehensive training materials to equip frontline managers with the skills to effectively lead, coach, and drive results in a remote work environment and operating model currently in production. Show less

• Led projects from requirements definition through deployment, coordinated with internal and externalresources to adhere to scope, schedule and budget.• Spearheaded the Access from AT&T Program (Discount Broadband Program for low-incomecustomers) for the FCC Merger Conditions placed on the AT&T/DIRECTV merger in 2015.• Launched Fixed Wireless Internet Product to Market.• Managed, directed and coached Inbound Consumer Vendor Teams responsible for… Show more • Led projects from requirements definition through deployment, coordinated with internal and externalresources to adhere to scope, schedule and budget.• Spearheaded the Access from AT&T Program (Discount Broadband Program for low-incomecustomers) for the FCC Merger Conditions placed on the AT&T/DIRECTV merger in 2015.• Launched Fixed Wireless Internet Product to Market.• Managed, directed and coached Inbound Consumer Vendor Teams responsible for generatingBroadband and Wireless Revenue, providing excellent Customer Service and achieving quality andproductivity objectives.• Directed and supported Vendor Management Employees responsible for motivating, coaching,supervising, and developing teams of Sales and Service Associates.• Responsible to track daily performance, identify gaps through data analysis, develop andeffectively implement action plans to drive peak Vendor performance.• Conducted daily Coaching and development sessions with Vendor Operation Manager to ensureprogram success; exceed team monthly, yearly objectives.• Led expansion of vendor call centers into a new geographical market.• Experienced working with multiple regions to include SE, W, SW, MW, and Bilingual Teams. Show less

• Developed and led a high-performing team of 19 Sales Managers, 5 Support Managers, and over 250 experts across three call centers, driving sales strategy and execution for an inbound combined-bill call center. • Led the hiring, onboarding, and training of call center personnel, resulting in significant improvements in attrition rates, attendance, and operational processes.• Focused on increasing sales, retention, and achieving key strategic metrics, while delivering an… Show more • Developed and led a high-performing team of 19 Sales Managers, 5 Support Managers, and over 250 experts across three call centers, driving sales strategy and execution for an inbound combined-bill call center. • Led the hiring, onboarding, and training of call center personnel, resulting in significant improvements in attrition rates, attendance, and operational processes.• Focused on increasing sales, retention, and achieving key strategic metrics, while delivering an effortless customer experience.• Managed complex labor relations, including contract violations, accommodation requests, EEOC cases, back-to-work agreements, and grievance handling at all organizational levels, including review boards.• Responsible to track daily performance, identify skill gap assumptions through data analysis, develop and implement strategic business plans to maximize performance.• Conducted weekly triad shadow sessions, 1:1 meetings, KPI reviews, staff meetings, and operational reviews to facilitate the development of Sales Coaches and Center Support Supervisors, fostering self-discovery and continuous improvement.• Developed leaders tools/software/process IEX, IVR, CTI, Avaya, CRM, WFM, NICE, Live Agent, Verint, Smartchat • Led the surplus of the Port Huron office, successfully negotiating the transition and placement of nearly 150 employees during the call center closure. Show less

• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans to 18 to 25 call center agents to achieve high performance with AT&T Strategy.