Senior, Advanced Analytics

OBJECTIVE

To obtain a professional and challenging position with an opportunity to apply extensive experience and a record of success obtained in various technical and leadership positions.

QUALIFICATIONS

25 years of experience in the telecommunications industry at various leadership levels:

o11 years: AT&T Mobility Sales & Service (Leadership)

o5 years: AT&T Broadband Operations/ technical support (Leadership)

o9 years: AT&T video & broadband performance analysis (Individual Contributor)

Quality Management System Certifications:

oSix Sigma Green Belt certification (June 2011)

oMSOC Certification/ Installation (October 2009)

oLEAN (August 2011)

oData Mining & Analysis: SQL, Micro Strategy, Oracle, New Relic, Tableau

Successful start-up of two (2) Sales & Service centers, including responsibility for interviewing/ hiring and on-boarding practices as well as training program content/ delivery and operations management.

Evaluative & Analytical skills assist in creating strategic alignment with the organization to assist leadership in solving complex issues:

oExtensive work in reviewing customer experience feedback, identifying trends in customer survey and working with functional team members to drive process, tool and care improvements that have a positive impact on the customer experience.

oProvided market and data analytics to discover opportunity and improve video and broadband performance. Data mining, analysis and formal presentation included.

Vendor Management experience in establishing a new Mobility partner center. Responsible for ensuring staffing, billing, allocation of call volume and performance objectives. Maintained positive working relationship with vendor.

Strong drive for results with proven track record at every level

Excellent communication skills (both written and verbal) with ability to interact with senior leadership. Demonstrated presentation ability as VP Service Advocate managing awards & recognition plans, financial budget ($250k) and leading a team of SMEs throughout 26 centers. Written communication documents used across (SVP) organization as model of excellence, and job aid for successful appraisal documentation for 2nd level managers.

EXPERIENCE

NOV 2013 – Present AT&T Entertainment Group – Video Operations

Senior, Advanced Analytics

Responsible for data mining/ analysis of all EG platforms including Open Video, DTVN, U-verse & Broadband. Provide market performance analysis data through visualization tools such as Tableau, Excel, & PPT. Provide insights regarding Video Quality Index (VQI) and Broadband Quality Index (BQI).

Tableau performance dashboard creation for operational teams and executive leadership

DEC 2008 – NOV 2013 AT&T (SBC Internet Services)

Associate Director – Broadband Operations

Successfully build, hire, train & manage a technical support start up center responsible for troubleshooting DSL high speed internet for customers in a 22-state region (189 employees). Grand Opening included all local news outlets, the Governor of Arkansas, the Mayor of Little Rock, as well as front page story of the business section.

SEP 2003 – DEC 2008 AT&T Mobility

Area Manager – Mobility Sales & Service

Successful led management staff and 175 employees in mobility sales & service operation.

Vendor Management – Responsible for ramp plan & opening of outsource center in Niles, Ohio to provide additional call volume support for the NE region of the U.S. Reviewed billing statements from West Inc. on behalf of RVP to ensure accurate payment to vendor. Infused ATT corporate culture & worked with local outsource leadership to ensure successful servicing of ATT customers.

EDUCATION/ TRAINING

University of Central Arkansas: 1993-94

Henderson State University: 1994-95

Dallas Baptist University: 1999-2002

Cisco CCNA Boot Camp: 2014

AT&T Network Transformation: 2014

AT&T Network Track: 2014

Software Defined Network (SDN) Track: 2015

AT&T Leading with Distinction 2011-2017

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