L. Michele Callahan has over 23 years of experience in leadership and management roles in the telecommunications industry. She has a proven track record of project management, relationship building, and implementing company strategies. Currently, she is a Professional Project Manager and liaison between specialized customer service and other business teams at AT&T Mobility, where she manages projects, acts as a liaison between teams, and drives initiatives to reduce call volume and improve customer satisfaction. She has held various director and manager roles overseeing customer relations, sales operations, and business care teams throughout her career.

1. L. Michele Callahan
115 Laterra Links Circle, Unit 202
St. Augustine, FL 32092
404-229-5500
Summary of Qualifications: 23 years of successful leadership and management experience in the
telecommunication industry. Proven abilities in project management, relationship building, and the
development/implementation of company strategies. Exceptional interpersonal, communication and customer
service skills, and the ability to champion change.
Education:
1979 – 1981 Concord College, Athens, WV
Major: Accounting/English
Professional Experience: Cellular One/AT&T Wireless/Cingular/AT&T Mobility
 8/08 - Present, Professional Project Manager & Liaison between Specialized Customer Service and
other business teams
• Professional Project Manager:
• Perform non-technical project management work focused on internal projects from initiation
through delivery
• Meet requirements of large or multiple large projects by applying project management skills, tools
and techniques to manage project scope, quality, schedule, budget, resources and risk
• Identify resources and coordinate all activities of project teams to complete projects within
timelines and budget. Develop detailed work plans, schedules, resource plans and status reports
• Conduct project meetings and be responsible for project tracking and analysis
• Manage integration of vendor tasks and track/review vendor deliverables
• Recommend and take action to direct the analysis and solutions of problems
• Liaison between Specialized Customer Service and other business teams:
• Drive focus and attention around all key Specialized Customer Service initiatives and education
around important areas of support and process requirements
• Drive strong partnership through high levels of collaboration across cross-functional partners,
including attention to scorecard performance and informative communications
• Drive call reduction into our Specialized Customer Service Centers, while ensuring solid
performance results
• Lead efforts to gather results and align around customer surveys
• Train and ensure understanding of Specialized Customer Service escalation process to cross-
functional teams; resolve all escalations; drive escalation reduction through education
• Facilitate and lead weekly and monthly calls with Senior Managers and Directors from cross-
functional teams to discuss areas of opportunity/concern and drive needed ongoing alignment
 8/05 – 8/08, Executive Director of Customer Relations (EDCR) & Senior Sales Ops Manager
• Executive Director of Customer Relations (EDCR):
• Own customer-initiated executive escalations from Senior Leadership
• Activate appropriate internal business partners and account team to resolve customer escalations
• Coordinate response to internal executives, including background, current status, and resolution
plan
• Ensure strong communication and follow up to account team and client
• Facilitate and lead weekly/monthly calls with regional peers to ensure common issues are being
addressed and owners assigned for resolution.
• Senior Sales Ops Manager:
• Partner with leadership team to ensure a common strategy and the successful implementation of
Business Markets Group post-sale Care services to clients in a cost effective manner
• Evaluate and streamline operational procedures for Sales resources
• Liaison between Sales and Customer Care teams

2. • Work with Sales leadership and HR to coordinate “surplus” employees
• Key role in successful implementation of various Care programs to support our largest business
customers
 3/05 – 8/05, Region Manager, National Corporate Care
• Manage team of 4 Team Leaders and 50 Business Care Managers
• Manage high-value customer revenue growth and retention for portfolio accounts in Southeastern
Region
• Provided Regional team with leadership, sales tools, growth and empowerment strategies,
training support, and guidance to grow revenue and retain business
• Create team environment conducive to providing innovative customer solutions
• Conduct employee reviews, one-on-one feedback sessions, and facilitate team meetings
• Evaluate and streamline operational procedures; develop, implement and manage process
improvements
• Provide management team with continuous updates regarding departmental service goals and
achievements
• Interact with internal business units and senior management to enhance cross functional
alignment
 4/99 – 3/05, Team Leader, National Corporate Care
• Partner with Sales leadership team to ensure the successful implementation of enterprise wide
post-sale Care services to clients in a cost-effective manner; educate/train Sales organization
about National Corporate Care as required.
• Manage a team of 15 Business Care Managers and provide team with leadership, tools,
empowerment, strategies, training support and guidance to service a predetermined portfolio of
business customers
• Interact with client’s designated program administrator in conjunction with Business Care
Manager to ensure that the national service solutions provided by the Business Care manager
meets the client’s needs
• Conduct goal reviews, merit reviews, one on one feedback sessions, and monthly portfolio review
sessions; Review/evaluate individual performance; Facilitate team meetings
• Hire, coach, develop and train new and existing Business Care Managers and Business Care
Coordinators
• Ensure national consistency in specific services provided within Business Care,
• Interact with internal business units to enhance cross functional alignment.
• Provide monthly portfolio account review updates (including portfolio metrics, achievements,
customer expectations and requirements) to Business Care and Sales Leadership teams
• Support largest team of Business Care Managers, largest customer base, and largest revenue
portfolio in the Southeast Region; Support portfolio of $120m in annual revenue (Increased
portfolio revenue 18% for the year 2004)
 11/97 – 4/99, Project Manager, Eastern Region Business Operations
 8/97 – 11/97, Supervisor, Corporate Care (Orlando, FL)
 11/95 – 8/97, Supervisor, Customer Care (West Palm Beach, FL)
 2/93 – 10/95, Customer Care, Outreach, Tax Specialist, Executive Desk, Supervisor (Orlando, FL)
 2/88 – 1/91, Century 21, Classic Connections. Realtor Associate
 Circle of Excellence Trip Achiever, 1994, 1996 and 2003
 PMP Certified
 Six Sigma Greenbelt Certified