Connie Self

Customer Care and Quality professional with 15+ years of experience coaching and developing employees, improving service quality, and driving customer satisfaction in high-volume customer support environments. Proven ability to assess performance trends, identify skill gaps, and implement targeted coaching strategies that improve quality metrics and advisor performance. Skilled in quality assurance, employee development, performance management, and customer advocacy.

Recognized for building engaged teams, strengthening customer experiences, and partnering with leadership to achieve operational and business goals.

Technical Service Manager - AT&T - Knoxville, TN

(2022-10)

• Tier 3 escalation point for Service Delivery and Service Assurance to ensure service outages restored within contractual SLA's.
• Ensured adherence to service level agreements, driving efficiency and effectiveness in the global customer support team.
• Communicates scheduled maintenance outages to mitigate the risk of service impacts to business clients.
• Tracks trending analytical data to identify patterns that could impact the user experience.
• Researches and analyzes operational errors and problems to identify root cause issues and institute corrective actions as necessary.
• Demonstrated Resilient leadership in global customer support, navigating complex challenges and ensuring consistent service delivery.
• Maintained consistent communication channels with global customers, resolving inquiries efficiently and effectively.
• Ensure clients are properly communicated with in regards to service issues, outages, planned maintenance and project completion updates.
• Promoted knowledge sharing best practices to empower the global customer support team with updated information.
• Developed and maintains our catalog of customer specific service guides, which serve as a roadmap to conducting business with AT&T.
• Ensured customer satisfaction by proactively resolving issues and strengthening client relationships.
• Led initiatives to improve customer experience, resulting in higher satisfaction rates and customer retention.
• Analyzed product usage data to identify trends and inform customer support strategies for global clients.
• Facilitated cross-functional collaboration between departments to streamline customer issue resolution processes.
• Leveraged data-driven insights to enhance customer support strategies and improve service delivery as Technical Service Manager.
• Utilized AI insights to proactively address customer needs and improve overall satisfaction.
• Applied effective leadership strategies to guide and mentor customer support staff, improving overall team performance.

Client Support Specialist - AT&T Global Customer Care - Maryville, TN

(2017-12 - 2021-01)

• Served as project manager for the implementation of complex data services for our pre and post sales organization.
• Managed the implementation of our fiber-based products such as ASE, ADE, and NoD.
• Coordinated and resolved complex issues for internal and external customers.
• Informed customers about project progress and service deliveries.
• Applied effective Stakeholder Management strategies to enhance customer relationships and support service delivery.
• Provided support to internal Sales/Account team and Solutions Providers.
• Participated in shared expectations sessions with clients and our sales team to communicate roles and responsibilities in the client/corporation relationship.
• Diagnosed technical problems and communicated solutions to customers.
• Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
• Championed operational excellence, optimizing processes for superior customer service delivery.

Customer Care Manager, Global Customer Care - AT&T Federal Government Solutions - Knoxville, TN

(2009-01 - 2018-01)

• Oversaw a team handling complex data, voice services and billing for Federal Government clients.
• Continually exceeding Customer On-Time Performance objective of 98% for my team.
• Managed a high-performing customer support team, ensuring exceptional service delivery and issue resolution.
• Reduced A/R issue by 46% by resolving $203.8K in billing discrepancies.
• Leveraged interpersonal skills to foster strong relationships with global customer support teams and stakeholders.
• Tracked and analyzed key performance indicators (KPIs) to optimize global customer support operations and enhance service delivery.
• Analyzed key metrics to identify trends and implement strategies for improving customer satisfaction.
• Implemented strategic planning frameworks to drive continuous improvement and innovation within the global customer support function.
• Created an Address Verification BOT that drastically cut processing time from 52 hours to 3.55 hours, reducing processing time by over 90% and achieved significant efficiency and cost savings.
• Demonstrated ability to lead global customer support teams, enhancing service delivery and customer satisfaction.
• Developed and enforced stringent service level agreements, improving response times and resolution rates for global customer support.
• Led teams focused on customer success, ensuring positive outcomes and long-term partnerships.
• Cultivated a Resilient customer support team, fostering an environment that thrives under pressure and delivers exceptional service.
• Enhanced customer experience by implementing new support strategies and training programs for the team.
• Oversaw strategic account management initiatives to foster strong client relationships and ensure customer retention.
• Drove customer advocacy initiatives, improving satisfaction scores and retention rates within the senior customer support manager role.
• Utilized data-driven decision-making to resolve complex customer issues and drive continuous improvement as Customer Support Manager.
• Provided coaching to customer care representatives, enhancing service quality and customer satisfaction globally.
• Analyzed CSAT data to identify trends and drive improvements in customer service operations.
• Acted as a mentor to customer support representatives, improving problem-solving skills and service quality.
• Applied forecasting techniques to optimize resource allocation and improve service delivery in global customer support.
• Implemented effective capacity planning strategies to optimize customer support operations and resource allocation.

Hospice Volunteer - CARIS & UT Medical Center

(2019-07 - 2025-08)

Provide compassionate support to patients and families during end-of-life care.

• Assist with administrative tasks, patient engagement, and community outreach.

Bachelor of Science - Business Management - Western Governors University (2023-03 - 2025-12)