1. Shelia J. Morgan
205-441-6234 •1608 Highland Village Trail. Birmingham, Alabama 35243•Shelia-morgan@att.net
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Call Center Director
ExpertinProcess Redesign, Performance andProductivity Improvement
Results-driven management executive with22 years’ experience indevelopment, training, andmanaging bothsales andstaff
support employees. Proven experience inlaunching new product pilots with great success. Leadershipof crossfunctional
teams consulting in analyzing existing processes and technologies to improve results, productivitya ndefficiencies. Expert in
assessingcurrent practices and facilitating change inthe workforce to meet operational goals andobjectives. Expertise in:
 Customer Relations
 Procedure Development
 Negotiation Skills
 Career Development
PROFESSIONAL EXPERIENCE
AT&T Consumer- BirminghamAlabama.•2009-Present
Director Call Centers,ConsumerInboundCall Centers,EntertainmentGroup
In charge of Overseeing operations and financial performancefor 500+ staff,craft and management employees in
the Entertainment Group for the number 10 fortune 500 company with twenty six million domestic and 19 million
international subscribers. Responsiblefor multi-productEntertainment Solution trainingand implementation in a
merger environment. Responsiblefor employee engagement and strong union partnership to ensure team is
inspired and connected to company vision. Expert at Data Analysisand determiningareas of focus and
implementing change to closeskill and process gaps.
 Sought out for Center product/programlaunches to test processes,procedures and rolloutplans
o Successful Gigapower launch producing63%improvement in multipleproductsal es over online
strategy.
o Trusted advisor to marketing and financewhen implementing new pricingand program
structures
o Chosen leader for AT&T Foundry technology pilots for interactivevirtual learningand robotics
applications
o Project Infinity projectlead for cross-functional teamdesigned to create and implement a plan
for productivity improvement results in twelve second call handlingimprovement in pilotand
launched and implemented in largeteam.
 Exceeded 31.2 million annual billed revenue target each year and was awarded five time Summit winner
given only to the top two balanced performance leaders in the Vice President’s Organization.
 Honored ServiceExcellence Award Winner for contribution to overall customer satisfaction strategy.
 Vast Knowledge of Labor and Union Partnership and advocatefor Employee Satisfaction
o In Depth experience and leadership in all regions and union contracts
o 2016 Member of the Partnership Board for employee programs and initiatives.
o On-going participation in theGeorgia Communication Workers of America annual board meeting
o Recognized at Inspireand Engaged Conference in 2014 for the highestEmployee Engagement
results.
o Chosen as one of two directors in the Home Solutions Organization in 2015 to attend the
leadership yearly strategy session as trusted advisor for call center operations strategy and
planning in El Segundo. California.
 Team Building/ Staff Training/Development
 Strategic Planning
 Budget Management
 Communication/Change Management

2. .
SHELIA J. MORGAN RESUME•PAGE TWO
PROFESSIONAL EXPERIENCE, continued
AT&T, Small BusinessSolutions- BirminghamAlabama•2004-2009
Director Call CenterOperations
Managed operationsforupwardof 500 employeesinSmall BusinessMarkets,settingthe standardfor
performance excellencebyimplementingtrainingandawardsprograms thatinspiredemployeesand
exceededbudgetdemandsshowingastrongreturnon investment.Provenleaderincreatingdiverse
teamsthat draw fromindividualstrengthstocreate teamsynergy.EmploySituational leadershipII
strategiestoensure optimal results.
 Four time Summit Award Winner (highest yearly honor given to Directors) for proven balanced
performance results.
 Focus group leadership implementation designed to ensure best practices areshared throughout the
organization and new processes and strategies are implemented where needed.
 AT&T “Ride Along “ Network program participantto foster cross-functional teamawareness to improve
knowledge of connected organizations.
 Expert Knowledge of Labor Contracts and Union Partnerships
 Advisor to Small Business VicePresident,Financeand Marketing on product performance improvement
strategies and program implementation includingcustomer promotions and employee incentives .
 Instrumental in creation and design of Performance Development Coach Position for management
ongoing coachingand development. Complete company adoption of the position.
AT&T, BirminghamAlabama•2002-2004
Director/Summit ProjectCall Center–Small BusinessSolutions
Selected to lead team for call center process and performance improvement in the entire Small Business
Organization.Major emphasis on siteassessment,metric analysisand performanceimprovement. Instrumental in
working with design and consultingteam to produce management trainingfor the organization.Assessed and
created operating rhythm in call centers performingbelow expectations. .
o Chosen by Vice President to lead and implement performance improvement project to
streamlinebusiness practices.
o Sought out by Directors as trusted advisor for siteassessmentand improvement plans
o Saw $2.1m growth in organization sales performanceresults.
o Realized $1.7m reduction in operating cost through improved productivity.
o Company adoption of trainingcurriculumwhich included behavioral styleand learningstyle
trainingstrategy introduced duringproject.
Education
 Itawamba Community College- Non-degree Business Administration Program
 AT&T Leading with Distinction- Lead- Transformation Training Series completion
ORGANIZATIONALAFFILIATION
 United Way of Alabama-Leadership GivingChairman
 United Way of Alabama-Projectlead for Small Business
 Women of AT&T Membership