Ty Owens Email & Phone Number

Cleveland, Oh, Us

Managed a team of 20 badged, non-badged, bargained for direct/indirect employees (US, EMEA, and APAC). The primary responsibility was Project Management of custom solutions for AT&T's largest customer set.• Created a standardized approach career development.• Formalized on a consistent KPI for entire organization.• Continued transformation from generic tracking and ordering tool over to a standardized Sales Force and ServiceNow platform to maximize synergies, performance, and… Show more Managed a team of 20 badged, non-badged, bargained for direct/indirect employees (US, EMEA, and APAC). The primary responsibility was Project Management of custom solutions for AT&T's largest customer set.• Created a standardized approach career development.• Formalized on a consistent KPI for entire organization.• Continued transformation from generic tracking and ordering tool over to a standardized Sales Force and ServiceNow platform to maximize synergies, performance, and e-bonding.• Partnered with various operations and sales teams to maximize productivity.• Exceeds for year end review. Show less

Cleveland, Ohio, United States

Individual Contributor to Service Delivery with a focus on process improvements and transformation, supporting organization and cross functional teams.• Participated in ATT Solution LAB - Order Status Experience - Improving Internal and External Customer experience related to orders in AVPN, IPFlex, MIS.• BIL (Business Initiative Lead) for 4 different WAVE projects.• BIL for WAVE initiative involving AI and Predictive Analytics, providing an upfront due date for AVPN, MIS, and… Show more Individual Contributor to Service Delivery with a focus on process improvements and transformation, supporting organization and cross functional teams.• Participated in ATT Solution LAB - Order Status Experience - Improving Internal and External Customer experience related to orders in AVPN, IPFlex, MIS.• BIL (Business Initiative Lead) for 4 different WAVE projects.• BIL for WAVE initiative involving AI and Predictive Analytics, providing an upfront due date for AVPN, MIS, and IPFlex via Chatbot. Purpose of this project was for accelerated revenue 1M annual (Targeted).• Star Award 4th Quarter 2020.• Engaged and partnered with various organizations for process improvements including, Tech Dev, Sales, GPM, Provisioning, and LPP.• Director In-Charge.• Change Agent for Service Delivery representing Director. Show less

Cleveland, Ohio, United States

Managed a team of 30 badged, non-badged, bargained for direct/indirect employees. The primary responsibility was order management of Nodal, AF, IPFlex, and ADI.• Created a formalized KPI for entire organization and adopted by all teams - allowing for one common goal so each team was weighted according to LOB (Line of Business) supported.• Consistent year end rating was top performer for year-end results.• Weekly/Monthly focus on WIP allowed for improved results related to Cycle Time… Show more Managed a team of 30 badged, non-badged, bargained for direct/indirect employees. The primary responsibility was order management of Nodal, AF, IPFlex, and ADI.• Created a formalized KPI for entire organization and adopted by all teams - allowing for one common goal so each team was weighted according to LOB (Line of Business) supported.• Consistent year end rating was top performer for year-end results.• Weekly/Monthly focus on WIP allowed for improved results related to Cycle Time and TTU's - As a manger my team led in these categories.• Formalized training path allowing team to remain relevant in our changing industry and allowing time to stay current without reducing productivity related to day to day job.• Partnered with different work groups Provisioning, Sales, and Service Management to implement plans allowing for less brief case time with reducing hand off's and cycle time.• Created formal communication process to Internal and External Customers allowing for improved NPS and reduction in order errors. Show less

Cleveland, Ohio, United States

Managed team of 10 Service Managers - Supporting Top Tier Revenue NBM Clients.• Achieved the highest NPS Score among peers - graded out at 100% for phone interviews.• Managed all service, billing, and order issues for clients supported.• Conducted stewardship reviews with clients on quarterly basis, improving and maintaining relationships between AT&T and client.• Formalized communication protocol to meet NBM customer needs allowing for a quicker path to resolution of errors and… Show more Managed team of 10 Service Managers - Supporting Top Tier Revenue NBM Clients.• Achieved the highest NPS Score among peers - graded out at 100% for phone interviews.• Managed all service, billing, and order issues for clients supported.• Conducted stewardship reviews with clients on quarterly basis, improving and maintaining relationships between AT&T and client.• Formalized communication protocol to meet NBM customer needs allowing for a quicker path to resolution of errors and issues. Show less

Cleveland, Ohio, United States

Managed a team of 40 direct/indirect Leads and SSM’s with the primary responsibility of supporting order/project management of Legacy Products.• Achieved year over year improvements in Cycle Time and NPS.• Conducted Monthly 1 on 1's to work on WIP and reduce cycle time.• Created a standard KPI used for entire work group.• Achieved Six Sigma Green Belt for work on product of reduction of customer rejects. Cost savings was 60K over 6 months.• Consistent Far Exceeds in year-end… Show more Managed a team of 40 direct/indirect Leads and SSM’s with the primary responsibility of supporting order/project management of Legacy Products.• Achieved year over year improvements in Cycle Time and NPS.• Conducted Monthly 1 on 1's to work on WIP and reduce cycle time.• Created a standard KPI used for entire work group.• Achieved Six Sigma Green Belt for work on product of reduction of customer rejects. Cost savings was 60K over 6 months.• Consistent Far Exceeds in year-end reviews Show less

Cleveland, Ohio, United States

Various Sales, Service Management, and Operation positions