Client Services at Regions Bank (2025-10 – Present)
Contact Center
- Handle client phone interaction while simultaneously documenting the event of the call
- Provide support by phone for treasury management products and services
- Take full ownership in researching and resolving the client's needs
- Provide exceptional customer service
- Actively listening to the customer's concerns
- Follow up with clients if additional research is needed after their initial call
- Handle call to completion for first call resolution
Priority Banker at Regions Bank (2025-03 – 2024-10)
Contact Center
- Handled general banking concerns through phone inquiries
- Ask open-ended questions to understand the customer's reason for calling to answer and resolve their concerns
- Uncovered additional financial needs to offer other products and services within Regions' portfolio with open-ended questions
- Provided exceptional customer service experience
- Handled calls to completion for first call resolution
- Met scorecard metrics
- Performed in the top percentage of booked dollars
Sr. Project Program Manager at AT&T (2021-06 – 2024-07)
Customer Care Call Centers
- Collaborated with senior leadership to enhance employee experience through simplification, innovation, and connection
- Established and nurtured productive relationships with Talent Acquisitions, HR, Training and Development and Call Center Leadership to ensure successful pilots and project launches
- Spearheaded the implementation of Work from Home Policies and Procedures, demonstrating leadership and adaptability
- Managed large-scale projects inception to completion, ensuring adherence to quality standards and timely delivery
- Partnered with Training to develop and launch progressive training for internal and external/vendor care centers resulting in 37% higher speed to proficiency over the traditional training
- Implemented a hiring process to ensure we have the best trained hiring managers for best-in-class employees which increased our first 60-day results by 20%
- Developed and led an onboarding process for new hires, significantly improving the new hire experience by 24%, reduced workload by 60 hours and early attrition by 5%
- Conducted data analysis to drive data-informed decision-making and provide effective solutions
- Provided ongoing processes of developing, implementing, monitoring and refining strategies for care centers
- Partnered with senior leadership to improve employee experience through simplification, innovation, and connection
Sales and Service Center Manager at AT&T (2020-06 – 2021-06)
Customer Care Call Center
- Managed all day-to-day operations in the Sales and Service Call Center consisting of 220 employees
- Developed a team of Managers to meet and exceed daily and monthly goals, increasing overall results by 20%
- Partnered with Union to build strong relationships for the success of employees and the company
- Met and exceeded key performance indicator monthly through leadership development, data analysis, process improvement, critical thinking, and cross-functional leadership collaboration
- Maintained knowledge proficiency of new policies, customer interaction systems (billing, sales, ordering, credit, and collections)
Sr. Quality M&P Process Manager at AT&T (2019-11 – 2020-06)
Strategic Vendor Sales and Service Call Center
- Provided onsite process improvement support for Strategic Vendors
- Developed vendor leaders' skills to meet and exceed goals through partnering, coaching, and training that increased their coaching and development touchpoints five times over their average
- Responsible for the development of new processes and policies, improving existing policies, defining process flows, business rules, and user requirements
- Evaluated performance against process requirements and aligned improvement to performance
- Collaborated with senior leadership to enhance overall center experience through simplification, innovation, and connection
Area Manager at AT&T (2019-02 – 2019-11)
Back Office and Technical Care Call Center
- Managed all day-to-day operations in the Back Office Sales and Service Call Center consisting of 158 employees
- Developed a team of Managers to meet and exceed daily and monthly goals, increasing overall productivity and efficiency by 30%
- Partnered with Union to build strong relationships for the success of employees and the company
- Met and exceeded key performance indicator monthly through leadership development, data analysis, process improvement, critical thinking, and cross-functional leadership collaboration
- Maintained knowledge proficiency of new policies, customer interaction systems (billing, sales, ordering, credit and collections)
Performance Development Manager at AT&T (2016-05 – 2019-02)
Sales and Service Call Centers
- Developed, coached, and trained management to meet and exceed KPI goals resulting in a 12% improvement year over year
- Provided world class customer experience for every internal and external customer while offering needs-based solutions
- Maintained support of Center Managers and Directors to ensure Leadership Academy sustainability
- Conducted leadership training on new policy and procedures, customer relationship management systems
- Provided data analysis for identifying process opportunities and implemented plans to address the opportunities
Vendor Manager at AT&T (2008-10 – 2016-05)
Strategic Vendor Sales and Service Call Centers
- Managed Vendor Centers onshore, offshore, and nearshore to assist with day-to-day objectives with leadership, customer experience and sales
- Analyzed and mitigated risks from Vendor relationships and Vendor Performance Management
- Oversaw operational leadership on multi-assigned vendor centers
- Recommended changes to existing methods to improve processes, performance management and accountability through data analysis and observations of processes
Corporate B2B Sales Representative at NEXTEL Communications (2004-01 – 2006-06)
- Met with potential business customers, Corporate 500 companies, to meet and exceed sales quota
- Educated and trained for products and services
- Presented presentations, price quotes, and demonstrations to close deals
- Maintained existing customers for upgrades, add-ons, and renewal of contracts
- Used effective communication skills for quality customer service
- Met 180% of KPI targets year after year in wireless and web sales
