Reporting manager utilizing SQL, Excel, PowerBI, PowerPoint, TOAD – Data modeler, and database management and analytical skills. I report on direct measures of quality, conformance to company strategy and company methods and procedures. I am responsible for and manage the reporting portion of our team to include creating and maintaining new as well as existing reports, distribution of work regarding reporting among our team members, distribution, accuracy, and communication of reports. I work closely with both internal and external clients to understand needs and develop a variety of views in various data formats. I also introduce the new reporting to our users via conference calls presentations, training sessions, and one on one conversations. I have trained numerous employees in building reports through these various means to enhance their skill set. I lead process changes when required due to changes in the client’s requirements and to provide simplified but useful data. I led our team through reporting changes during the change in our monitoring tools. I focus on automation and simplification to ensure data is accurate and that data is meeting the needs of the various teams who use it. I work with other teams to gather data from other sources to combine and provide a better view into the customer’s status with AT&T products and how various activities from different entities affect the customer base. I also used this method to show the correlation between data from various internal centers. Team member for Diversity and Inclusion.

Responsible for creating, updating, maintaining, and publishing reports for various segments of AT&T while leading the reporting team. I combined reporting from three separate AT&T entities into one cohesive suite of reports where the client could now compare the same measures across very different product groupings. Automated all reports utilizing SQL coding and Excel to minimize production time while maximizing the value of the data to the client. I created Senior VP and VP level scorecards to track call volumes, sales, conformance, compliance, and key strategic areas. I worked with our legal team to monitor and report on compliance to FCC guidelines. I worked with our training departments to review and explain current reports to better align their teachings with real life reporting requirements. I trained other reports personnel to accomplish the team goals while creating and maintaining a master reporting library. I also worked with each person to enhance their skills and to take ownership of a specific area of reporting. Member of the Communication Advisory Panel

Responsible for creating, updating, maintaining, and publishing Customer Care Quality Analyst reports. I manage the Quality Analyst Performance Website. I analyzed market trends, sales opportunity, call volumes, and call servicing conformance. I prepared trend analysis reports on center performance and attainment to key metrics. I managed national sales incentive program for 6 customer care sites with payouts in excess of $1 million annually. I implemented several process automation changes as evidenced by a 25%-30% improvement in production and achieved an 85% reduction in process time required for overall report management across all segments. I created and managed an appraisal database management for approximately 800 plus managers and customer service representatives.

Responsible for designing and maintaining key performance metrics in a large-scale call center environment. Measured and reported overall customer satisfaction, sales attainment to goal, and channel execution results at the agent, team, zone, and center levels. Designed and maintained appraisal system for customer service representatives in multiple customer service locations.

Interfaced regularly with internationally intensive high value customers. Consistently provided customers with courteous, knowledgeable, and personalized service while establishing excellent rapport with the customers. Recognized and pursued sales and retention opportunities by providing the recommended AT&T products and services. Consistently met and exceeded all performance objectives.