Alexander Wade is a highly motivated leader at DIRECTV who partners with sites and vendors to improve operational efficiencies through Continuous Improvement Management Systems (CIMS). He works to focus on empowering employees and transforming the work culture. Alexander has progressed in his career from a Team Leader to positions with greater responsibilities, improving processes and facilitating performance initiatives. His most impactful role was as a change agent supporting a culture-altering Customer Experience initiative, where he helped lead the implementation of a lean-based CIMS at the Huntsville, Alabama call center with over 800 employees. Alexander is an outside-the-box thinker who developed a coaching tool that uses interval data and dramatically changed how leaders drive retention.

1. Alexander Wade
Change Management, Customer Care Customer Experience
Huntsville, Alabama | (256) 655-7476
A highly motivated,results-oriented leader,Alexander isoneof thepillars
of ContinuousImprovementManagementSystem(CIMS) atDIRECTV,
partneringclosely with owned andoperated (O&O)sites and vendor
leadership to improveoperational efficiencies.Heworks closely with
partners and front-lineleadersto focuson a values-based customer
experienceand transformthework cultureto oneof empowerment and
engagement. Alexander looksfor opportunitiesto bea resource,pursuing
additional projectsand partnershipswith a variety of departmentsand
leaders.
Alexander began his career path atDIRECTVasa TeamLeader and quickly
progressed to positionswith greater responsibilities.Over thepast7
years,hehas worked to improvehis professional skill setsandbecomea
well-rounded leader.Hehas improved his facilitation skills by facilitating
huddles and performancecallsthatchallengethemindsetof leaders.
However,his mostimpactful rolewas asa changeagentin supportof the
culture-alteringCustomer Experienceinitiative. Whilecollaboratingwith
a team of changeagents,Alexander helped leadtheimplementation of a
lean-basedCIMS intheHuntsvilleAlabama site— oneof the largestcall
centers with 800 plusemployees.Alexander’s career also advanced after
he gained extensivepeoplemanagementexperienceduring the
Huntsvillelaunch.
“Are the habits we have today on par with the goals we
have for tomorrow?”
A talented motivator and mentor,Alexanderexcelsin organizational and
projectmanagementas well as inbuilding strongrelationships.Inhis
currentroleasPerformanceDevelopmentCoach, heistasked with
launchingCEMS which iscompiled of all lean managementsystems used
prior to theATT/DTV merger. Alexander also wasa key contributorduring
the developmental stagesof CEMS.
Alexander isanoutsidethebox thinker who in 2015 developed a
resourcethatturned unused interval data into a coachingtool that
dramaticallychanged theway our leadersdrivetheretention business.
CAREER HIGHLIGHTS
 Led a team of 14 retention agents to 8
consecutivemonthsasthe#1 ranked teamin
the DIRECTVenterprise.
 Developed a resourcethatturned unused
interval datainto acoachingtool that
dramaticallychanged theway our leaders drive
the retention business resultingin increased
Saves,AHTefficiency,and a reduction in leader
preparation time.
 Launched CIMS immersion/kickoff in the
Huntsville,ALcall center trainingover 800
employees.
 Took proactivesteps duringtheAT&Tmerger
to becomecertified inLEAP,AT&T’s version of
CIMS,and to researchhowto mold thesetwo
systems together
DIRECTV CAREER GROWTH
PerformanceDevelopmentCoach;Sustainability
ChangeAgent; ChangeAgent; Team Leader
EDUCATION
Northwestern College–MN – Marketing
McNally Smith Collegeof Music–MN– Audio
Engineering