Tom Schultz

Tom Schultz Email and Phone Number

Director Strategic Execution and Customer Migration Experience
Tom Schultz's Location
Dallas-Fort Worth Metroplex, United States
Tom Schultz's Contact Details

Tom Schultz personal email

n/a
About Tom Schultz

Results-driven executive with extensive experience in customer success, program management, marketing, and critical issue resolution. Skilled in identifying business needs, developing solutions, and leading implementation. Strong executive communication skills and customer collaboration. Success leading large teams and developing talent.

Tom Schultz's Current Company Details

Director Strategic Execution and Customer Migration Experience
Tom Schultz Work Experience Details
  • At&T
    Director Strategic Execution And Customer Migration Experience
    At&T Oct 2017 - Jul 2022
    Dallas, Texas, United States
    • Program managed the product transformation and customer migration experience program for AT&T’s wireline voice products-->> Achieved 120% of program target, involving 50+ products with revenue totaling $200M-->> Results drove an additional 5% bonus for several hundred employees• Developed and directly accountable for the Business Solutions Voice Execution Plan (Overall program KPIs, Scope, Timelines, and Customer Migration Experience Metrics)• Led the creation of a customer migration experience transformation “Journey Map”. This identified migration touchpoints and opportunities for customer experience improvement• Led the multi organizational migration team, which included: Outbound telemarketing, Sales, Product development, Provisioning, and Service Delivery
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  • At&T
    Director – Strategic Customer Success And Employee Outreach
    At&T Oct 2013 - Oct 2017
    Dallas, Texas, United States
    --Customer Success--• Led the program to improve customer satisfaction within AT&T’s small business segment• Participated in the creation of the Customer Experience “Journey Map” to fully understand customer touchpoints and areas for improvement• Established short and long term KPIs to evaluate and improve Small Business customer service/success-->> Program achieved a segment-wide Net Promoter Score improvement of 7%• Led improvements and ensured accountability with leaders in sales, product, service delivery and outage management• Directly accountable to internal and customer executives for updates on program initiatives and targeted benefits--Employee Satisfaction Outreach--• Member of the leadership team that developed and implemented an improved employee satisfaction program-->> Employee engagement improved by 6%-->> Employee satisfaction improved by 6%• Led the creation of an ongoing employee mentoring program for employee growth and advancement (~200 participants)• Ensured a high-performance employee culture based on 360 feedback (including customers), individual and team learning, peer accountability, and career advancement
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  • At&T
    Director – Chief Of Staff – Customer Outage Resolution
    At&T Dec 2000 - Oct 2013
    Dallas, Texas, United States
    • Led a global call center team of ~200 who Investigated and resolved AT&T's executive level complaints-->> Teams located in Mumbai, Bratislava, Colorado, Texas• Developed and implemented operational metrics for success• Directly accountable to internal and external executives with results and customer experience updates• Led cross-functional teams to ensure program support and excellence• Led the AT&T service management response to natural disasters (ex. Hurricane Katrina, Wildfires, etc.)• Established cross-organizational process for the internal “war room” for critical analysis and restoral prioritization of critical customer situations
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Tom Schultz Skills

Ethernet T1 Telecommunications Program Management Ip Managed Services Wireless Vendor Management Mpls Call Centers Dsl Unified Communications Telephony Voip

Tom Schultz Education Details

Frequently Asked Questions about Tom Schultz

What is Tom Schultz's role at the current company?

Tom Schultz's current role is Director Strategic Execution and Customer Migration Experience.

What is Tom Schultz's email address?

Tom Schultz's email address is tom.schultz@att.eu

What schools did Tom Schultz attend?

Tom Schultz attended At&t Business Executive Training, University Of Wisconsin-Milwaukee.

What skills is Tom Schultz known for?

Tom Schultz has skills like Ethernet, T1, Telecommunications, Program Management, Ip, Managed Services, Wireless, Vendor Management, Mpls, Call Centers, Dsl, Unified Communications.

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