Roy Nelson Email & Phone Number

Lewisville, Tx, Us

Dallas, Texas, United States

Dallas, Texas, United States

Working with Customer Experience Design to change current operations for a more engaging relationship between Care and the Customer that leads to successful results.

Dallas, Texas, United States

Providing guidance and analytics for the AT&T Social Media team. Performing multiple ad hoc deep dives to provide data driven decisions. Assist in the review of the content posted on forums.att.com. Provide Quality Assurance reviews of partner posts to customer posts on Twitter, Facebook and the Forums.

Dallas/Fort Worth Area

Managed escalations from the PUC, FCC, FTC, BBB and other channels.Coordinated and led efforts related to the resolution of customer wireline escalations.Mentored, coached and trained team members on U-Verse video and broadband equipment, systems, requirements and network functions.

Dallas, Tx

Managed and executed projects related to the development of customer self-care tools used on att.com and in the MyAT&T application.Coordinated and led efforts related to the rollout of chat within the MyAT&T application and within self-care tools used across AT&T sites.Implemented and optimized proactive outage notification tools available in the social media, forums and self-care space driving care contact shed.Coached, mentored and trained team members on U-Verse video and broadband equipment, systems, requirements and network functions.Collaborated with engineering teams in the rollout of new customer video and broadband equipment to build new self-care tools.Incrementally improved self-care tools and the customer experience to generate contact cost savings in excess of ~$250k annually.

Richardson, Tx

Managed social media technical care operations in contact center environment outreaching ~500k times annually on Facebook and Twitter. Evolved operations from a team of six managers to twenty and coordinated the expansion of customer outreach to an outsourced vendor team. Led department operations for a team of 20 social media managers in troubleshooting complex technical issues. Incrementally increased customer satisfaction scores from mid-30s to 90s by redefining processes and coaching managers. Developed proactive social media campaigns to promote self-care activities using AT&T resources contributing to ~200k annual contact savings. Developed and led training for vendor outreach program which significantly improved the work/life balance of the social media managers and is now used across AT&T wireline and wireless social media.

Richardson, Tx

Led, trained and coached team members on troubleshooting methodologies and handling repairs of U-Verse video and broadband services and in-home customer equipment. Team leader for technical support social media team serving as the single point of contact for all technical escalations via Facebook, Twitter and e-mail. Subject Matter Expert for all technical issues related to in-home and network-based impacting events for outages and service issues. Received Service Excellence Award for leading collaboration efforts in redefining engineering engagement from social media contacts. Promoted to Operations Manager after nine months.

Richardson, Tx

Managed outage and crisis communications company-wide, related to service impacting events related to the video and broadband network. Monitored network conditions to proactively identify outage-impacting events and coordinated with senior technical teams to resolve events. Liaison for technical and non-technical teams in outage resolution through troubleshooting of network and field equipment.

Richardson, Tx

Team leader for the technical support social media team serving as the single point of contact for all technical escalations experienced by customers via Twitter, Facebook and e-mail. Coached, led and trained agents on troubleshooting methodologies in the repair of U-Verse video and broadband services and in-home customer equipment. Subject Matter Expert for all technical issues related to in-home and network-based impacting events that cause outages and service problems.

Lewisville, Tx

Provide concierge chiropractic services on demand for clients on a part-time basis. Manage small business operations for my self-owned chiropractic practice.Licensed Doctor of Chiropractic in the State of Texas.Licensed with National Board of Chiropractic Examiners.

Irving, Tx

Led efforts with sales and other internal stakeholders for enterprise and mid-market customer sales of Verizon FiOS and DSL solutions. Facilitated client meetings to conduct in-depth discovery of client's current and future states, and determined required solutions needed for positive business outcomes. Performed complex data analysis of client network infrastructure to better identify technical requirements and provide accurate solutions to maximize sales.