Customer Service Manager

SUMMARY

Senior Telecommunications (Mobile) Professional with over 10 years of experience in training, product/project management, customer service and business development extending across the wireless telecommunication industry. Have collaborated with all levels of management to optimize operational and client processes. Led a global customer service team focused on keeping AT&T's customer service "Best in Class".

Strong technology expertise with a solid understanding of business processes and adaptability across diverse industries and organizational roles. Enjoy developing domestic and multicultural teams and working as a hands-on contributor.

After a rewarding career in Telecommunications, made a successful transition into the AdTech space after being accepted into the sixth cohort of MediaMath’s Marketing Engineer Program (MEP) in Feb 2017. During the 13 week immersive rotational program, I managed marketing campaigns in TerminalOne for our lighthouse clients and brand partners, and gained a clear understanding of how to utilize various partners in the Adtech industry to execute a multi-channel, programmatic marketing plan.

CAREER HISTORY

PopWallet, New York, New York July 2017 – Sept 2017

Program Operations Manager Consultant

Mobile wallets like Apple Wallet, Android Pay, and Samsung Pay have mostly focused on helping consumers make payments. We call that the “financial side” of the mobile wallet. “At Popwallet, we’re here to celebrate the “content side” providing marketers with a huge opportunity to get in front of consumers at the point of purchase.” As the Program Operations Manager I worked closely with the Founder/CEO, Leadership team and internal cross functional departments to ensure that the process was seamless at every touchpoint, digital campaign objectives aligned with the overall company business objectives and that we continued to incorporate feedback into the product roadmap.

Partnered with the sales team to onboard traffic and launch mobile wallet advertising campaigns.

Monitored live campaigns daily, and develop optimization recommendations to maximize performance and ensure delivery.

Provided strategic analysis and insight on the delivery and management of client objectives.

Created regular performance reports and analyses for clients.

Proactively drove and implement solutions to issues affecting creative, trafficking, tracking and reporting.

Established a communication process to increase transparency with the cross functional teams such as but not limited to the sales and leadership teams in our efforts to gain a better understanding of the client’s goals, objectives and KPI’s to ensure effective optimization strategy and delivery.

MediaMath, New York, New York Feb 2017 – April 2017

Marketing Engineer

The Marketing Engineer Program (MEP) is MediaMath /NMI’s flagship rotational training program, delivered in partnership with industry practitioners, subject matter experts, Media Math clients and partners. During this 12 week immersive full time training program I had hands on experience in MediaMath’s TerminalOne (T1) platform, gained a deep knowledge of the Adtech Ecosystem, and further developed my leadership and management skills.

Built and optimized live campaigns using T1 based on client goals and KPIs

Developed an understanding of the programmatic and RTB digital advertising industry through oral presentations, training sessions, and partner visits

Collaborated with Engagement and Cross Functional teams to troubleshoot creatives, campaign performances and implement TerminalOne best practices

Designed client dashboards that displayed campaign performance at the strategy and creative level

Certified in the following NMI courses: TerminalOne, Introduction to Digital Marketing, and Programmatic 101

Analyzed HTML5 code specific to creatives and pixels to troubleshoot errors

AT&T/CINGULAR WIRELESS, Paramus, New Jersey Oct 2015 – Sept 2016

Advanced Technical Support Team Manager

Managed, coached and supported a team of Advanced Support Reps (13-15 reps). Performed LEAP (Leading Excellence and Accelerating Potential) tactics on a daily basis and document in POND. Conduct side-by-side monitoring sessions, customer escalations, and the review of representatives’ performance statistics as tools to train and develop team members. Provided both positive and constructive feedback to the team on a daily basis. Monitored calls and held each team member accountable for the highest standards on every customer call. Maintained accurate records of team member’s performance on a daily, weekly and monthly basis. Department also handled all device Warranty Exchanges.

Responsible for monthly Individual Performance Reviews with Site Director

Attended weekly ATS Leadership Calibrations

OS Mastery Certification - Responsible for certifying Reps for OS Mastery

Apple Support Certification

Samsung Support Certification

AT&T/CINGULAR WIRELESS, Paramus, New Jersey May 2010 – Oct 2015

Offline (eSupport) Team Manager

Manage, coach and support a team of International Care Reps (13-15 reps). Perform LEAP tactics on a daily basis and document in PDTS. Conduct side-by-side monitoring sessions, customer escalations, and the review of representatives’ performance statistics as tools to train and develop team members. Provide both positive and constructive feedback to the team on a daily basis. Monitor calls and hold each team member accountable for the highest standards on every customer call. Maintain accurate records of team member’s performance on a daily, weekly and monthly basis. Assist the Director with communication and reporting projects as needed.

Ranked 32015 ACE YTD: WTR 39.24, NRS 70.61, FCR 79.00, 110% Attainment in each category in TM Rankings across Team Woodard

Special Projects : Canada / Mexico Project; Bill Shock Mitigation; NPS Project; Project Outreach; Special Hold Project; Roam Monitor Project

Managed credits and adjustments for the International Care Dept.

Managed offline team, Live Person Chat and Roam Monitor.

Responsible for putting together policy and procedures for Roam Monitor Project.

AT&T/CINGULAR WIRELESS, Paramus, New Jersey May 2009 – May 2010

LIP (Leadership Intern Program)

Manage, coach and support a team of International Care Reps (11-13 reps). Conduct side-by-side monitoring sessions, customer escalations, and the review of representatives’ performance statistics as tools to train and develop team members. Provide both positive and constructive feedback to the team on a daily basis. Monitor calls and hold each team member accountable for the highest standards on every customer call. Maintain accurate records of team member’s performance on a daily, weekly and monthly basis. Assist the Director with communication and reporting projects as needed.

Team Manager of the Month (May 2010)

Manage credits and adjustments for the International Care Dept.

Conduct Quality evaluations and feedback for International Care and Offline Team.

Prepare and distribute Manager Meeting Notes to appropriate individuals.

AT&T/CINGULAR WIRELESS, Paramus, New Jersey Feb 2006 – May 2009

Senior International Customer Care Professional/Team Lead/Customer Service New Hire Trainer

Handle high volume of inbound customer calls for business transactions in connection with account activities, inquiries and adjustments while maintaining customer goodwill and retaining the customer’s business. Research and resolve billing inquiries; explain products and services; troubleshoot service equipment issues; and prioritize and organize daily follow-ups to ensure timely resolution.

Nominated MVP 8 consecutive months for providing exceptional customer service and exceeding inbound call volume intake while effectively managing my time.

SME (Subject Matter Expert)/Team lead for new hire training, best practices, coaching and new hire shadowing.

Meet targeted individual, department and company key performance indicators that include specific productivity measurements, quality measurements, accessibility, availability, adherence, fraud rate, system integrity guidelines and standardized processes.

EDUCATION & CERTIFICATION COURSES

B.S. Biology – Bethune Cookman College Sep 1996 – May 2000

Intro to Digital Marketing Certification – MediaMath/New Marketing Institute (NMI) - Feb 2017

Programmatic 101 Certification– MediaMath/New Marketing Institute (NMI) - Jan 2017

OmniChannel Certification – MediaMath/New Marketing Institute – March 2017

TerminalOne – MediaMath Demand Side Platform (DSP) Beginner/Advanced Certification – March 2017

SOFTWARE APPLICATIONS/SYSTEMS

Systems/Platforms

Demand Side Platforms (DSP); Sell Side Platforms (SSP), Google Marketing products APIs: Doubleclick Campaign Manager, DoubleClick Bid Manager, Adwords, Machine Learning, Algorithms, PeopleSoft 8.9 (CRM), Microsoft Office Suite, Microsoft Office Suite, PeopleSoft 8.9 (CRM), Mac Pro and PC, MS, Outlook, CARE/Telegence (Billing System), VERIFY (Credit File Program), ACCURINT, Choice Point Authentication Solutions, Cingular Verify, Snooper, Clarify CM, ESN IMEI Search, EDSAT (Cingular Wireless Identity Server), Quickpay Care, Sales Force Automation (SFA), Content Management Systems Macromedia Breeze/Flash, Photoshop, InDesign, blogs, podcasts, “Wikis”, RSS feeds.

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