Thomas Lichtenauer Email & Phone Number

Dallas

Primary support to Sr. Leadership (AVP, VP and SVP) responsible for development of strategic business plans for the U-verse Customer Care organization. Successfully completed first Tier I to Tier II center conversion and launched inaugural off-shore Tier II center.Re-designed Customer Care model across Tier I and Tier II resulting in reduction of customer transfers by more than 300,000/month, improved FCR and customer satisfaction results and ability to remove $70M in annual expenseCreated and administered an internal audit that initiated a culture redesign forthe Tier II technical support organization. Created and led manager coaching/training programs designed to address opportunities uncovered during internal audits, resulting in a >50% improvement in manager coaching performance.

San Antonio, Texas Area

Built a solid partnership with the City of San Antonio, Texas Workforce Solutions and local Community Colleges to staff a new call center of 200 agents and 12 managers, a task never before completed at AT&T.Effectively managed center to improve AT&T's bottom line by $3M ($1.2M in sales;0 $1M of cost avoidance realized through AHT, Utilization and Repeat performance; $800k through reduced truck rolls),

Mesa, Az.

Formulated and executed on a plan to address and improve poor metric performance in an atmosphere lacking culture and professionalism in a center staffed with 600 vendor agents and 30 AT&T managers.Within two months of implementing a plan that included a culture of open, honest communication, ownership, leadership, development and innovation, customer satisfaction increased from 63% to 83%; customer repeat rate dropped from 17% to 15%; AHT decreased from 17 to 13 minutes; and call quality jumped from 65% to 88%. Traveled to Milwaukee extensively to drive similar results and ownership.  Effectively managed center to improve AT&T’s bottom line by $5.5M ($4.3M in sales and $1.2M of cost avoidance realized through AHT, Utilization and Repeat performance).

Overland Park, Ks.

Integral part of the initial U-verse leadership team tasked with growing and delivering the U-verse product across the AT&T footprint. Analyzed installation and repair work, implemented identified tools and processes to design to improve efficiency, quality and the customer experience.  Led a team of 5 project managers located in 5 different cities who consistently managed conflicting priorities under demanding work schedules to meet deadlines to the satisfaction of multiple supervisors (achieved 106% On Time Delivery and 103% Customer Satisfaction).

Overland Park, Ks.

Overland Park, Ks.