Call Center Customer Care

ALISHA NEILSON

205-***-**** **************@*****.***

EXPERIENCE & SKILLS

Operational Leader with 20+ years of experience

HR Professional with experience in HR Business Partner Support, HR Operations, HR policy administration, HR Attendance Management, HR Tier 2 Support and legal compliance

Demonstrated success in developing and supervising teams, call centers, project management, process development / improvement, HR strategic counsel and vendor management

Highly motivated, results-oriented professional with strong leadership skills AT&T CONSUMER — Wichita Falls, TX

Director Technical Project/Program Mgmt 2020 - 2022

Led the Centers Optimization & Innovation Team Program Management Office responsible for tracking all projects impacting systems & applications used by 30K+ call center agents, including time & cost, benefits, ROI, and project status.

Led development, implementation & execution of the Care System Ambassador Program to gather, track and resolve issues call center agents experience with their systems/applications.

Responsible for transforming the equipment & onboarding process for Customer Care new hire Virtual Call Center agents and creating a better interim experience.

Led the Care Program Management team for 3 -5-year transformation initiatives, including project intake, benefits analysis & validation, timeline & milestone tracking through project implementation and benefits tracking.

Led the California Consumer Privacy Act (CCPA) effort on identifying employee data contained within various systems across the company and vendor ecosystems to comply with the CCPA requirements. This included working with IT in the Safe Agile environment on all system requirements.

Led the Credits & Adjustments team responsible for reducing credits/adjustments by $175M YoY.

All roles required presentations & readout to Senior and Executive leadership. AT&T COMMUNICATIONS — Wichita Falls, TX

Director Credit & Collections 2016 - 2020

Led multiple Credit & Collections call centers consisting of 45 managers and 500+ agents versed in multiple portfolios including Mobility, ISM and Wireline/U-verse collections, Bankruptcy and Credit & Activations.

Set expectations for key performance metrics, behavioral performance, employee engagement, community volunteerism, project development, process implementation.

Created action plans to implement solutions that align with business goals, consumer feedback, and Employee Engagement survey results.

Oversaw and facilitated cross-portfolio initiative by developing 170 multi-skilled agents.

Aligned communications across centers by hosting Town Halls, All Manager Calls, tSpace sites and center communications.

Partnered with local union leadership, Labor and Legal to address center policy issues and employee related matters.

AT&T HUMAN RESOURCES — Dallas, TX

Associate Director HR Business Partner 2014 - 2016

Provided strategic support and advice to Finance Services leadership in all areas pertaining to HR; such as Compensation, Employee Development, Organizational Design, and Employee Engagement Survey Results, Program Development, Attendance, HR Policy and Labor. ALISHA NEILSON Phone: 205-***-**** Page 2

Led a team of 5 HR Business Partners and served as lead point of contact for HR initiatives; ensured HR practices, programs and procedures aligned with the business unit plan and advanced business partner organization design and goals.

Created action plans to implement solutions aligned with business goals and Employee Engagement survey results.

Maintained an in-depth understanding of HR policies/procedures and the impact on the individuals and groups affected by the process/policy.

Produced reports, examined and evaluated data to match/identify appropriate solutions, designed programs and provided consultation to address the client’s needs. AT&T HUMAN RESOURCES — Dallas, TX

HR Business Partner 2012 - 2014

Provided HR strategic support for Finance Services organizations, including Credit & Collections Consumer and Business organizations, and Finance Billing Operations.

Served as overall point of contact for HR initiatives, ensured HR practices, programs and procedures were in alignment with the business unit plans and initiatives were completed accurately and timely. AT&T HR OPERATIONS — San Antonio, TX

Associate Director – HR Services 2009 - 2012

Managed the corporate Tuition Aid Program which included, vendor management of the 3rd party administrator, project management of all system enhancements, process improvements, the implementation of policy changes and provided support to Legal, Labor, and HR Services.

Led Severance Operations, designed and implemented the Bargained Surplus Administration Group.

Developed operational metrics for all three teams and ensured all teams exceeded operational metrics and each member of the team developed and exceeded personal goals and objectives. AT&T HR OPERATIONS — San Antonio, TX

Associate Director – HR Services (Attendance Management) 2008 - 2009 Lead Benefit Consultant (FMLA Tier 2 Support Team Supervisor)

Provided FMLA support to legacy BellSouth clients to successfully transition to the AT&T internal FMLA model.

Supported the transition of Mobility to the AT&T model by developing and implementing new processes for the Mobility clients such as the Mobility Leaves / FMLA Fraud Process.

Developed online training and Tier 0 resources for attendance systems and responded to client issues. BELLSOUTH HUMAN RESOURCES — Birmingham, AL

Lead Benefit Consultant 2006 - 2007

Ensured vendor compliance with FMLA, Leaves of Absence and Disability policies/processes.

Developed and implemented policy changes in coordination with Legal, HR, Labor and vendors.

Provided support to Labor for FMLA and Disability issues and grievances and Department of Labor inquires. BELLSOUTH INTERCONNECTION OPERTAIONS — Birmingham, AL System Support / System Project Management 1999 - 2006

Managed all system enhancements, program changes and provided system support for the legacy long distance ordering system.

Represented BellSouth and lead Ordering and Billing Forum, quarterly forum attended by all local exchange carriers and long distance provides to develop system standards.

Provided technical support for ordering and pre-ordering systems used by local exchange carriers and long distance providers.

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