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I have over 23 years of success creating world-class customer service capabilities, establishing operational excellence, and instilling cultures of accountability for one of the world’s leading services providers, AT&T.
I have led large teams supporting millions of customers globally with wireline, wireless, cellular, data, and video products, and delivered dramatic reductions in costs, increases in performance and elevated customer satisfaction levels.
I am particularly strong in quickly assessing performance and introducing best practice tools, processes and methodologies (e.g. Lean Six Sigma) that reduce cycle times and ensure a consistent level of service quality. I also establish cultures of accountability by establishing performance standards and publishing key operational data.
A recipient of multiple awards for performance, I have turned around underperforming areas and led others to top-ranked performance. Proudly I was one of a select group of 40, chosen out of 49,000 peers, to participate in AT&T’s Accelerated Development Program.