Tracy Moniz

Tracy Moniz Email and Phone Number

Director, Network Process and Quality @ AT&T
Dacula, GA, US
Tracy Moniz's Location
Dacula, Georgia, United States, United States
Tracy Moniz's Contact Details
About Tracy Moniz

Tracy Moniz is a Director, Network Process and Quality at AT&T. They possess expertise in call centers, operations management, process improvement, business process improvement, telecommunications and 19 more skills.

Tracy Moniz's Current Company Details
AT&T

At&T

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Director, Network Process and Quality
Dacula, GA, US
Website:
att.eu
Employees:
218956
Tracy Moniz Work Experience Details
  • At&T
    Director, Network Process And Quality
    At&T
    Dacula, Ga, Us
    View
  • At&T
    Director, Network Process & Quality
    At&T May 2015 - Present
    Greater Atlanta Area
    Lead the AT&T Exception Resolution Center (ERC). The ERC offers support for AT&T technicians nationwide, including advanced technical troubleshooting; post-dispatch customer follow-up; and buried wire customer, dispatch, and administrative support. Focused on providing an exceptional customer experience, high quality results, and operational efficiency through employee enablement and innovation.
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  • Directv
    Senior Manager, Change Management
    Directv May 2013 - Apr 2015
    Greater Atlanta Area
    - Promoted employee engagement through collaboration, offering multiple avenues for front line employees to be heard and recognized. Led change by encouraging employee ideas and process improvement.- Developed and supported recognition programs for the Field Service Operations department, including the Tech Service Center, as well a program designed for nationwide technician recognition. Managed the employee morale and recognition budget.- Established a team focused on process improvement and call reduction. The team identifies trends, conducts root cause analysis, and offers solutions, working cross-functionally with other DIRECTV departments.
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  • Directv
    Senior Manager, Field Services Operations
    Directv Nov 2008 - Apr 2013
    Greater Atlanta Area
    - Supported the creation of the Technician Service Center, bringing together five existing call centers that were previously managed by other groups. Encouraged teamwork and worked with leadership to established consistency in employee management and processes.- Developed policy guidelines, metrics, career path, and salary adjustments (based on market analysis).- Absorbed work order modification and activation calls from other call groups, improving productivity and handling 800K calls monthly, with less than 300 front line agents. Transitioned all Owned and Operated work order support (excluding routing) from the field offices to the Tech Service Center, driving efficiencies in field support.- Building talent, along with recognition programs and leadership development, led to a 13.5-point improvement in employee engagement from 2010 to 2013.- Managed the Field Performance Management (FPM) team, including managers who were responsible for metric compliance and work order support for the national network of Home Service Providers and DIRECTV Home Services (Owned & Operated).
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  • Directv
    Manager, Field Performance Management
    Directv Dec 1999 - Oct 2008
    Greater Atlanta Area
    - Managed DIRECTV Home Service Provider (HSP) metric compliance and overall performance; company assignments included up to 50% of network work order volume.- Supported the Home Service Providers in work order handling, including scheduling and routing, provisioning, training, and communication of new initiatives and programs.- Supported development, User Adoption Testing, and nationwide training and deployment of the WorkForce Express (CSG GUI) application. WFX offered the field an automated platform for routing and tracking truck roll activities.- Supported the development, User Adoption Testing, and nationwide training and deployment of the RIO3 (Siebel) field application, a complete system cutover (from CSG/Workforce Express), including handheld devices for technicians. This transition allowed all DIRECTV users to refer to a single data source for customer information and offered optimized, automated routing of truck roll activities.- Supported the transition of Home Service Providers into the DIRECTV Owned and Operated division. This included remapping geographic areas for routing and work order management purposes.
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  • Primestar Inc
    Call Center Manager
    Primestar Inc Jan 1995 - Apr 1999
    Charlotte, North Carolina Area
    - Managed field and customer service operations in Columbia SC and Charlotte NC, one of the top five areas of Time Warner Satellite Services.- Relocated to Atlanta, GA to support the Alanta Area Sales Office for Primestar Inc., later supporting field operations throughout the North and Southeast regions.

Tracy Moniz Skills

Call Centers Operations Management Process Improvement Business Process Improvement Telecommunications Change Management Customer Experience Employee Engagement Team Building Customer Satisfaction Vendor Management Cross Functional Team Leadership Satellite Customer Retention Sales Call Center Vod Strategic Partnerships Broadband Budgets Human Resources Contact Centers Communication Management

Tracy Moniz Education Details

  • University Of Phoenix
    University Of Phoenix
    Graduated With Honors
  • University Of South Carolina
    University Of South Carolina
    English

Frequently Asked Questions about Tracy Moniz

What company does Tracy Moniz work for?

Tracy Moniz works for At&t

What is Tracy Moniz's role at the current company?

Tracy Moniz's current role is Director, Network Process and Quality.

What is Tracy Moniz's email address?

Tracy Moniz's email address is tc****@****uth.net

What is Tracy Moniz's direct phone number?

Tracy Moniz's direct phone number is (310) 640*****

What schools did Tracy Moniz attend?

Tracy Moniz attended University Of Phoenix, University Of South Carolina.

What are some of Tracy Moniz's interests?

Tracy Moniz has interest in Animal Welfare, Education, Arts And Culture.

What skills is Tracy Moniz known for?

Tracy Moniz has skills like Call Centers, Operations Management, Process Improvement, Business Process Improvement, Telecommunications, Change Management, Customer Experience, Employee Engagement, Team Building, Customer Satisfaction, Vendor Management, Cross Functional Team Leadership.

Who are Tracy Moniz's colleagues?

Tracy Moniz's colleagues are Shaun Ochs, Becky Webber, Codey Bond, Wayne Walker, Gonzalo Ivan Granados Valdés, Thomas Keaveney, Mike Saucedo.

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