I have sixteen years of experience working for AT&T
Services, I have vast knowledge of the various systems and services, providing
technical assistance, customizing and delivering trainings, working with all
levels of internal staff, as well as working with and managing external
vendors. Additionally, my recent focus has been on project management,
allowing me to work on numerous projects of various sorts. In working on
short-term and long-term projects, I am task and goal-oriented, and always
successfully complete any job that is given to me. This past year with the
recent merge with Direct TV, I managed a project that included a high volume of
quality control in OPUS Mobile to greatly reduce the number of erroneous
cancellations that were occurring for Direct TV orders in the system, which
ultimately improved customer satisfaction. Furthermore, I am a strong team
player and work well with all levels of staff. I am a dedicated AT&T
employee who can adapt to any new environment and am highly capable of learning
any new tasks or systems on a very short learning curve.
SALES PROGRAM EXECUTION LEAD
08/2001
to Current
AT&T –
San Ramon CA
• Initiate and support ordering system enhancements; identifying key business requirements and developing the appropriate policies and procedures to promote ongoing growth within the business unit. My contributions in the launch of OPUS/OPUS Mobile for D2D as well as on-going support of the D2D Device Program have been essential in these efforts.• Perform on-going system testing to identify and resolve issues that would prevent users from placing accurate orders.• Strategically implement process improvements for the D2D channel, to meet and exceed overall sales effectiveness, productivity, customer satisfaction and cost per acquisition targets.
Vendor Manager
02/2011
to 08/2012
AT&T –
San Ramon
I managed various project management tasks, including system analysis by working extensively with device users in order to investigate, analyze, evaluate, make recommendations. Performed product order research in Clarify/CRM to determine the cause for U-verse orders that would erroneously get cancelled out of the system; and managed various other projects and reports. Furthermore, as the Vendor Manager, I managed a host of vendors, which included providing trainings on policies and systems.
Project Manager
01/2007
to 02/2011
AT&T –
San Ramon,
CA
Assisted D2D Field agents with various questions and issues related to products, pricing and U-Verse available territories. Conducted BAN research, worked closer coupon reports along with miscellaneous reports to ensure order accuracy throughout the program. Performed on site visit to external call centers to help determine order flow accuracy and making sure that all the proper AT&T guidelines were being followed.
Training Manager
04/2003
to 08/2007
AT&T –
Oakland,
CA
Trainer Duties: As a trainer, my responsibilities included performing training and staff development activities for all levels of staff (including management and line staff), as well as external vendors, in areas including but not limited to the initial nine-week training for new employees, systems training on U-Verse and Clarify/CRM, sales, and continuation training for tenured employees throughout the West, Midwest and Southwest regions. Additional duties included consulting with top and mid-level management on various components of staff development programs; determining appropriate teaching methods and procedures, including use of audio-visual equipment and automation technology; planning and coordinating training sessions company-wide; design lesson plans, including organization and sequencing of content, developing audio-visual supports, and developing and publishing handouts; researching and learning new theory, tools and developments in the various sales, service and technological fields. Furthermore, I trained and facilitated classes for the company in a variety of content areas in order to meet company goals/objectives, taught job tasks, promoted good performance levels, and enhanced skills and abilities for career development opportunities; evaluated training programs to determine effectiveness of the training provided, how effectiveness may be increased, and determined additional training needs.
Customer Sales & Service Representative
08/2001
to 04/2003
Pacific Bell Telephone Company –
Oakland,
CA
Duties: As a Sales and Service representative, my responsibilities included the sales of all AT&T products and services. I worked with customers on billing inquires and up sold them on our latest and most effective products. The products I sold included DSL, Phone features, and customer purchase equipment. By utilizing problem solving skills I was able to understand the customer's needs and helped identify which products would benefit them the most.
Collection Specialist
04/2000
to 09/2001
Pacific Bell Wireless –
Pleasanton,
CA
Duties: I worked as a collection specialist for what then was Pacific Bell Wireless. My primary job duties were to negotiate and collect payments for customer with delinquent wireless accounts. I also worked various reports that included restoring or suspend customer's wireless accounts.
