Tom Schultz Email & Phone Number

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

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

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

Leadership, Customer Experience, Performance Management, Etc.

Bachelor'S Degree - Organizational Psychology