Call Center Customer Service

As the leader of the corporate AT&T program, I actively seek front-line feedback to enhance the customer and employee experience. By implementing improvements, we have generated remarkable results, including $119 million in increased sales and $10 million in cost savings through system updates, effective communications, and CX testing.

With a tenure marked by sales leadership, I have successfully led a team of 30 direct managers and empowered 300 indirect non-managers to achieve outstanding results, contributing over $700,000 in recurring monthly revenue. My ability to tell compelling stories and engage others has made me an effective leader of the culture committee, driving positive organizational change. Recognized for excellence, I have received awards for top sales performance, delivering exceptional service, and collaborating with Andrew partners to optimize success. Currently, I am an active participant in the AT&T management development program, continuously honing my leadership skills and driving further growth and innovation within the organization.

PRINCIPAL PROJECT MANAGER

417-***-****· *************@*****.*** · https://www.linkedin.com/in/mr-jonathan-wilson Appleton, WI

Jonathan Wilson

Accomplishments:

AT&T, Inc.

Principal Project Manager

Chief of staff role Co-leading with 3 Director teams' responsible for $119M in annual sales savings, decreasing cost of $10M, creating corporate internal/external communications and driving CX/EX improvements that result in $24M savings

• $10M in cost savings from system, communication updates

• $12M cost savings with updating Automatic bill payment discount approach

• Wireless trade-in proactive communication updates creating $79M in revenue

• Health & Wellness program creator for physical and mental health with weekly virtual or

• Corporate Communications author (newsletter to over 150k employees)

• Owner of social media for program boosting 195% growth results in CX/EX improvements

• Placed in Management Development Program summer 2023 (2% of workforce accepted) March 2020 - Present

PROFESSIONAL EXPERIENCE

Increase Revenue

Decrease Cost

Culture Creator

Executive Presence

Program Management

CX/EX Improvements

Project Management

Budget Management

Team Leadership

PowerPoint

Corporate Communications

Chief Of Staff

SKILLS

AT&T, Inc.

Sales Coach Manager

Leader of sales team creating over $100k of monthly reoccurring revenue (140% of objective), highest eNPS creating positive culture, increasing sales leads by 15% via improving efficiencies by sales agents. Responsible for 20+ direct sales agents for sales metrics, customer service metrics, hiring, daily coaching, efficiencies, and attendance. Collaborate with vendors that come to call center to maximize partnership

(HBO, Starz, Showtime, phone vendors, retail vendors) Accomplishments:

• 2-time Summit winner (top 2% sales for the year)

• Senior Vice President’s Award (collaborating with vendors)

• Service Excellence Award (turning bottom performing team to best-in-class)

• Management Development Program 2013 (2% of workforce accepted) 2008 – 2014

PROFESSIONAL EXPERIENCE

University of Wisconsin – Green Bay

Business Administration (2018 - current student)

EDUCATION

Lifechurch – Green Bay

Youth Leader: 2021, 2022 Presidents Volunteer Service Award Winner VOLUNTEER

AT&T, Inc.

Sales Agent

Sales agent creating over $10k of monthly reoccurring revenue (150% of objective), building rapport with existing customers to upsell products that meet their needs in consultative approach. Highest customer service scores due to a keen understand of molding personality to the client. Accomplishments:

• 3-time Summit winner (top 2% sales for the year)

• Senior Vice President’s Award (collaborating with vendors

• Service Excellence Award (turning bottom performing team to best-in-class Nov 2014 - 2020

AT&T, Inc.

Center Sales

Leader of sales team creating over $700k of monthly reoccurring revenue (120% of objective), highest eNPS creating positive culture, increasing sales leads by 15% via improving efficiencies by sales agents. Responsible for 20+ direct sales managers, 300+ non-direct sales agents. Accomplishments:

• Top call center/sales leader award 7 years (aver 120% sales targets)

• Discovered efficiency opportunities resulting in 15% more sales continually

• Mentored 20 non-managers that were promoted outside of my team, over 40 I promoted

• Chosen to travel to teach my sales/service/efficiency tactics to medium/low performing sites Nov 2014 - 2020

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