Serves as Podcast Host of the Untapped Podcast

• 2022 2nd Qtr. Winner of the AT&T Customer Rules Service Excellence Award• 2022 AT&T Dream in Black: Black Future Maker Awardee• Winning Coach for the AT&T HBCU Innovation Challenge (1st Place – Team Levels – Howard University); team was awarded $75k• Featured on the front page of the SA Observer Newsletter (San Antonio): https://saobserver.com/?p=13770• Managed, directed, and supervised exempt and/or skilled non-exempt employees (i.e., associate analysts, and other financial support• Performed all personnel management activities for subordinates including recruitment, training, performance evaluation and salary management; encourages professional development through job assignments and training• Influenced decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates• Provided IT assistance for system issues throughout the center on the cloud platform• Board Member of the Technology Development Program’s Diversity, Equity, and Inclusion Team• Provided educational opportunities (collegiate, certifications, and developmental programs) to the team; Led career development session with The NETwork – Atlanta that had 50+ participants in May 2022• Served as auditor for clean desk audits to ensure CPNI violations are at zero• Provided analytics to find process gaps within our metrics to assist leadership with coming up with metrics that are attainable for our representatives (% Noted Analysis, Immediate v. Total/Total v. Total, and Average Handle Time are some of the analyses that have been completed)

• Co-Creator and Panelist for the Transformation Degree Series for The NETwork National; Webinars to provide interest to AT&T employees. • Featured in TalentED Blog for The NETwork National Talent Development• Featured by Nicole Perrotta (nicoleperrotta.com); Provided testimonial promoting WOA’s RISE program• Founder of “Tools To Reach 2020 Personal Development Goals”, which led to a WOA-National webinar that was heard by 350 employees to encourage personal and professional development; Four webinar sessions completed in 2019 and one in 2020 with various groups reaching over 2,000 employees• Shared training and volunteer opportunities to motivate the team and build morale• Served as 2nd level of technical support escalation for problem resolution with business and/or consumer customers• Directed, coordinated, and provided the highest level of technical customer service to ensure consistent customer satisfaction• Responsible for responding to customer inquiries that are technical in nature for businesses and/or consumers• Registration, complex troubleshooting for network issues, modems and PCs, multi-static IPs, pinholes, port forwarding, isolation of issues related to routers and switches• Led and supported other representatives in the center and coordinates with other organizations including Installation and Repair (I&R), Life Cycle Management and Network Operations Center in 24x7 workforce environment• Responsible for resolution and follow up regarding inquiries relating to complex issues for product service problem resolution; recognizes and recommends operational improvements• Assisted with business wifi for company sites: McDonald’s, Citibank, Walmart, Hampton and Hilton Hotels, Starbucks, and Exxon

• Finished 3rd on the team with an Exceeds rating in 2016 for metrics and leadership • 2015 2nd Qtr. Winner of the AT&T Customer Rules Service Excellence Award• Finished 2015 with a #2 ranking out of 15 managers for metrics and leadership• Founded idea to have consumers create their own dispatches via TS&R, which helps to digitalize VID and avoid phone calls to the consumer• Received Kudos from Andy Morrow, Amy Stark, and Vickie Young for assisting Mobility Social Team with case queue • Assisted Andy Morrow in providing job shadowing expertise for a potential candidate• Ranked top half on the team at the end of 2014 in performance with a Fully Meets rating, including a 215.26 CSAT rating which ranked 3rd on the team. • Served as Operations Manager backfill and maintained Best in Class CSAT rating of 85.22 over a 3 day period• Created process for case working to lower the use of admin time and overtime while increasing efficiency• Developed monitoring process to focus on case completion which has improved completion rate percentages by 20%• Worked with management to develop a potential process to eliminate negative surveys regarding missed dispatch appointments• Provided hands on customer service and support via social media venues while maintaining the overall social media customer experience• Assisted customers regarding products, service problems, and inquiries via social media• Partnered with leadership to assist with the interviewing process for new candidates

• In September of 2010, finished #1 in the center with total revenue of $1,184.98• Received 212 in 2012 award for providing superb customer service to Loren Argall, Quality Assurance Manager• Conducted analysis and troubleshooting via telephone and smartchat with technicians and customers• Worked with outside vendors and affiliated groups to help restore television, internet, and phone services• Cultivated customer relations while resolving any service issues that arose and ensuring customer satisfaction in a timely manner, and generating repeat/referral business that significantly boost sales profitability• Assisted with manager escalations to provide a solution for troubled customers• Participated in one on one sessions with new Tier II agents to assist with the learning curve• Created pivot tables to produce data disputing I10 and R10 repeat rates• Trained the center on Avaya coding, Floor Rules, FLSA, and COBC violations• For two week period, assisted a team with call handling procedures to improve R3 and R30 repeat rates based off of Accelerated Service Promise Performance• Created the “Rated” series (G, PG, and R) to prevent guessing while on calls, stop promises and guarantees, and reduce repeats

• Provided assistance from October 2009 to December 2009 to a team of new associates, team never dropped out of the top 10 of 30 teams including a #1 ranking for the first week of December 2009• Handled a broad array of intermediate duties in rendering leadership and strategic supervision to highly motivated and peak-performing customer associates responsible for providing DSL Tier I technical support• Managed daily workforce management activities by monitoring CAs on long calls and providing appropriate assistance via peer coaching and feedback• Facilitated designated troubleshooting training and hands on coaching intended to enhance the CAs knowledge• Recommended and implemented process improvements based on CA feedback and analysis• Assisted customers with registration, email creation, DSL physical line signal testing, modem/filter set-up, browser configurations • Led by Example in their everyday interactions with customers and employees