Customer Experience | Contact Center Leadership | Escalation Resolution | Coaching & Quality
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Customer experience and contact center leadership professional with more than 28 years of experience in customer service, contact center operations, customer experience, leadership, coaching, and escalation resolution. Hands-on frontline leader focused on developing people, managing performance, solving complex customer problems, and creating teams that understand expectations and consistently deliver high-quality service.
Customer Relations Service Manager at AT&T
Led a team of eight customer service professionals while managing work assignments, performance expectations, quality monitoring, KPIs, and SLAs. Coached representatives using customer interactions, quality results, performance metrics, and observable behaviors, identifying skill gaps and developing targeted training.
Sales Manager & Coach at AT&T
Call Center & Customer Care Team Lead at AT&T
Customer Care Advisor at AT&T
Supervisor at AT&T
Supervised 150 advisors supporting more than 3,000 clients daily. Assigned work, monitored performance, coached employees, and served as subject-matter expert.
