Joann Roberts has over 28 years of experience in customer service, performance management, and contact center management. She currently works as an Area Manager for Customer Service at AT&T in Detroit, Michigan, where she manages a team of managers and works to exceed key performance metrics. Prior to this role, she held management positions at AT&T and Ameritech, including managing technical support teams and service order provisioning processes. She also has experience conducting internal quality audits to ensure ISO compliance.

1. J O A N N R O B E R T S
Roses2312@sbcglobal.net
17304 Parkside St. Home: (313)864-2912
Detroit, MI 48221 Mobile: (313) 318-2072
Summary of Qualifications
Innovative thinker with broad-based expertise in customer service, performance management, and contact center
management. Adept at analyzing team and business performance utilizing a collaborative approach to enhance
critical skills and competencies of an organization. Skilled problem solver and critical change agent; proficient at
orchestrating innovate strategies, best practices, and technology solutions to propel productivity, profitability and
service levels. Competencies include:
Team Formation and Leadership Project Management Oral/Written Communication
Customer Service Mentoring Technical Support
Telecommunications & Networking Coaching and Development Change Management
Problem Solving Data Analysis Performance Management
MS Office (Word, Excel, PowerPoint) Risk Assessment ISO Lead Auditor
PROFILE
• 28 years of supervision/management in a call center environment
• 14 years management experience in a technical environment
• 12 years experience as an ISO Lead Auditor
• 40 years of customer service, problem solving, leadership, mentoring, coaching and change management
PROFESSIONAL EXPERIENCE
Area Manager – Customer Service, Premium Care 12/09 – Present
AT&T – Detroit, MI
Manage team of 4- 12 Managers duties include:
• Coordination of training, mentoring, succession planning, professional
and personal development
• Coordinate daily work activities, analyzing data, strategic decisions, tactical
strategies driving results to exceed Key Metric indicator Targets
• Conduct weekly planning meetings to discuss daily results, set expectations and
goals
• Execute Plans, evaluate results and make adjustments accordingly
• Assist with recognition planning for agents
• Provide business leadership for complex projects leading cross divisional teams
that produce cross functional processes identifying product and service-market
opportunities and increased profitability
• Drive continuous improvement processes while maintaining operational
Effectiveness

2. Area Manager – Nortel Center Technical Support (Network Reliability Center) 12/99 – 12/09
AT&T – Livonia, MI
• Manage diverse team of 13 technical managers including coordination of training, mentoring, succession
planning, professional and personal development
• Direct work flow and coordinate daily work activities
• Adjust daily force to load to facilitate responsiveness of technical managers and availability to craft technician
work force
• Perform budget analysis
• Mentor center coaches
• Manage special projects
• Develop business cases for equipment upgrades
• Identify and develop process improvements
• Monitor maintenance bridges, act as an escalation point when appropriate during outage conditions
• Work with center coaches and the Union to resolve labor disputes
• Manage performance and implement corrective measures as appropriate
• Assisted in the development of a force to load model
• Perform yearly succession planning
ISO Lead Auditor 10/97 – Present
Ameritech, Livonia, MI
• Lead internal quality audits to ensure compliance to ISO 9002 quality standards
• Perform employee interviews
• Sample completed work
• Review controlled documents
• Observe work processes
• Review documented training of employees
• Mentor new auditors
• Provide feedback to Management Representative
• Strive for continuous improvement
Process Analyst – Service Integration and Delivery 11/97 – 12/1998
SBC (Ameritech) Southfield, MI
• Identified gaps in the POTS Install provisioning process
• Determine improvements and facilitate changes in end-to-end processes
• Provided direct support to the Service Order Provisioning organization
• Conduct time studies
• Recommend process changes
Manager – Michigan Service Order Provisioning 09/96 – 10/1997
Results and Data Analysis
Ameritech, Southfield, MI
• Gather and Chart data related to Code 5, Out of Service longer than 24 hours, missed appointments, CA, CS
data, WFA and MTAS ticket durations (all internal Ameritech systems)
• Provide feedback to managers in Service Order Provisioning as well as business units that negatively impact
service results
• Establish and facilitate meetings to do root cause analysis and improve results

3. • Project manager for ASAVP (Advance Service Activation Verification Process) regional implementation
Work Center Manager – Recent Change Center and Loop Assignment Center 03/90 – 08/1996
Ameritech, Southfield, MI
• Oversaw the provisioning of customer service requests for Michigan and Toledo, OH
• Evaluate, developed and organized schedules for 52 LAC and 27 RCMAC technicians
• Ensured accurate coverage of personnel in order to maintain acceptable call distributor service levels
• Managed large and small regional projects from inception to completion
• Developed and evaluated personnel, cross trained personnel, addressed and resolved union issues
• Interacted with customer provisioning and maintenance, Engineering, and the Market Units to meet internal
and external customer expectations
• Monitored internal Automatic Call Distributor (ACD)
• Coordinated work load with available work force on a day to day and long term basis
• Acted as the system administrator for internal Ameritech systems – ACIS/ASON and WFA
Computer Specialist/Installation Order Clerk 06/75 – 04/1990
Michigan Bell Telephone Company Detroit, MI
• Responsible for the provisioning and maintenance of customer lines for
DMS 100, 5E, 1A, Siemens switch types
• Coached and trained new technicians
• Primarily worked on large, detailed and long duration special projects and
customer conversions
• Acted as management replacement
Education
University of Michigan – Dearborn, MI
Master of Arts – Performance Improvement and Instructional Design
Pi Lambda Theta National Honor Society
Graduated May, 2003, with Distinction
William Tyndale College, Farmington Hills, MI
Bachelor, Business Administration
Graduated, May, 1999, Summa Cum Laude
Certified ISO 9002 Lead Auditor – 1997
Public Speaking: Closing speaker for AT&T Junior Achievement
Job Shadow events in Detroit and Southfield, MI since 2012
Ameritech Leadership Development Program – 1996
MSOC (Management Systems & Operating Control) Certified - 2009
Coaching Tactics – 2010
Blueprint for Success – Manager’s Academy 2011
Accelerating Service Promise Performance – Manager Academy - 2013
Certification – Network Transformation Track – 2014
Technology Transformation Track - 2014