Dedicated customer service manager with **+ years of experience in retail and call center settings. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming personnel and operations.

Respected builder and leader of customer-focused teams; instills a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Leads by example and ensures the execution of all processes, policies, procedures, safety, security, quality, and day to day operations. Active Board member on two community organizations. One as the Chief of Staff of an Employee Resource Group of AT&T and the other as the Secretary of a Detroit based service global organization.

Areas of Expertise

Customer Service Management

Complaint Handling & Resolution

Data Analysis

Community Involvement

Customer Satisfaction Enhancement

Front-End Supervision

Project Management

Teambuilding & Training

Cost-Reduction Strategies

Equipment Inventory

Professional Experience

AT&T — 05/2001 to Present

Richardson, TX 09/2019 – Present

Area Manager Access Service Center

Lateral move to manages multiple ordering operations teams. Ensure performance metrics are achieved, increasing productivity, reducing unit costs, managing budget and performance of team. Communicates with clients on operational issues, handles escalations, and notifies Client Services of high severity and chronic network issues. Performs complex problem solving during critical outages. Manages personnel development, coaching, and conflict for team members. Building high performing teams.

Accomplishments:

1.Improved Productivity - TDM – 4% increase in production, on average 4.32 units per day.

2.Increased Southeast DS1 Flow Through for Transport orders to 85% compared to result of 82.5%.

3.Reduced Cycle Time by providing National Rep Training 100% Ethernet trained.

4.Developed programs for ERG, The NETwork, that engaged members in the communities in which we live, work, and play. Also, Circle Lead for ERG, The Woman of AT&T, mentoring program.

5.Staffed and trained volunteers for a youth organization to lead small groups and mentor teens 12 – 18 years of age for a prominent church in Frisco.

Fort Worth, TX 10/2018 – 09/2019

Area Manager Local Service Center

Promotion to lead operations to support customers and oversees activities such as the receipt of customer calls, inquires and complaints resulting in trouble tickets, order input, data gathering and traffic studies. Interfaces with various work groups for billing, message and trouble resolutions that directly impact the service(s) provided to customers.

Dallas, TX 01/2013 – Present

Customer Service Manager Design and Field Assist Bureau Group,

Lateral move to champion efforts to improve operations and change the organizations culture by developing new approaches and ideas to meet our customer commitments. Currently supervising a team of 10 Telecommunications Specialist. Effective communicator with a strong reputation for collaborating across organizations taking lead to establish joint programs to bring awareness impacting the business, self-development for professional growth, employee relations and community engagement opportunities.

Southfield, MI 05/2001 – 01/2013

Customer Service Manager Field Assist Bureau Group, 10/2006 to 01/2013

Tirks Inventory Group Manager, 10/2003 to 10/2006

RMA Planner (Design), 05/2001 to 10/2003

A supervisory management position to supervise 19 technicians. Foster an environment in which employees are motivated to deliver top performance. Manage front-end operations to ensure processes are followed and correct designs are delivered. Selected Contributions:

Strong supervisory experience and skills.

Administered resources and personnel for the Mechanized TFAS and SMARTCHAT.

Created and prepared monthly reports for productivity and performance expectations and analysis.

Expertise includes attendance, time coding, discipline documentation and managing force to work-load. Performance management, training, grievance process and various projects to improve the departments processes.

Removed roadblocks to ensure my technicians can perform their jobs efficiently.

Philip Morris USA — Livonia, MI

7/1993 to 4/2001

Territory Sales Manager

Advanced to increasingly responsible territories, project managed sales executions with available resources for 200 accounts while selling ideas and concepts for brand visibility. Selected Contributions:

Turned around an operation from annual losses to profits in one year. Met or exceeded all sales targets despite increased competition.

Executed and participated in training programs that enhanced employee performance and helped build a motivated workforce.

Education

University of Phoenix — Southfield, MI

MBA Human Resources

Wayne State University — Detroit, MI

BS Business/Accounting

Certification:

Six Sigma

Nanodegree:

July 2018

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