Roy Nelson

Roy Nelson Email and Phone Number

Sr Product Management and Development Mgr @ AT&T
Lewisville, TX, US
Roy Nelson's Location
Lewisville, Texas, United States, United States
Roy Nelson's Contact Details

Roy Nelson personal email

n/a
About Roy Nelson

Engaging and energetic leader committed to open, honest communication cross departmentally fostering collaborative results. Determined problem solver and dedicated continuous learner who delivers meaningful solutions transforming opportunities into successful results.

Roy Nelson's Current Company Details
AT&T

At&T

View
Sr Product Management and Development Mgr
Lewisville, TX, US
Roy Nelson Work Experience Details
  • At&T
    Sr Product Management And Development Mgr
    At&T
    Lewisville, Tx, Us
    View
  • At&T
    Sr Product Management & Development Mgr
    At&T Apr 2022 - Present
    Dallas, Texas, United States
    View
  • At&T
    Senior-Tech Business Analysis
    At&T Sep 2021 - Apr 2022
    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.
    View
  • At&T
    Community Specialist
    At&T Mar 2021 - Sep 2021
    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.
    View
  • At&T
    Technical Manager - Office Of The President
    At&T Mar 2017 - Aug 2021
    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.
    View
  • At&T
    Senior Digital Experience Design Specialist
    At&T Dec 2015 - Mar 2017
    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.
    View
  • At&T
    Social Media Operations Manager
    At&T Jun 2013 - Dec 2015
    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.
    View
  • At&T
    Social Media Manager
    At&T Sep 2012 - Jun 2013
    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.
    View
  • At&T
    Outage Management Specialist
    At&T Apr 2012 - Sep 2012
    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.
    View
  • At&T
    Social Media Technical Support Team Leader
    At&T Nov 2009 - Apr 2012
    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.
    View
  • Roy Nelson, D.C.
    Doctor Of Chiropractic
    Roy Nelson, D.C. Aug 2004 - Present
    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.
  • Telvista Inc.
    Technology Solutions Consultant
    Telvista Inc. Jan 2007 - Nov 2009
    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.
    View

Roy Nelson Skills

Team Management Customer Experience And Care Social And Digital Media Team Building Social Media Communications Project Management Technology Specialist Operations Management Trainer Cross Functional Team Leadership Business And Operations Management And Leader Training And Recruiting Digital Design And Ecommerce Policy And Process Improvement Data Analytics Business Technology Integration E Commerce Social Media Optimization Team Motivation File Sharing Cloud Applications Sharepoint Administration Design Thinking Product Management Decision Making Small Business Management Content Strategy Information Architecture User Experience Design Data Analysis Leading Meetings Teamwork

Roy Nelson Education Details

Frequently Asked Questions about Roy Nelson

What company does Roy Nelson work for?

Roy Nelson works for At&t

What is Roy Nelson's role at the current company?

Roy Nelson's current role is Sr Product Management and Development Mgr.

What is Roy Nelson's email address?

Roy Nelson's email address is rn****@****att.com

What schools did Roy Nelson attend?

Roy Nelson attended Parker University.

What skills is Roy Nelson known for?

Roy Nelson has skills like Team Management, Customer Experience And Care, Social And Digital Media, Team Building, Social Media Communications, Project Management, Technology Specialist, Operations Management, Trainer, Cross Functional Team Leadership, Business And Operations Management And Leader, Training And Recruiting.

Not the Roy Nelson you were looking for?

View similar profiles

Free Chrome Extension

Find emails, phones & company data instantly

Find verified emails from LinkedIn profiles
Get direct phone numbers & mobile contacts
Access company data & employee information
Works directly on LinkedIn - no copy/paste needed
Get Chrome Extension - Free

Aero Online

Your AI prospecting assistant

Download 750 million emails and 100 million phone numbers

Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.