Assistant Vice President
October 2010 — January 2013
Served as lead for the Tier II technical customer support organization for AT&T Uverse (IPTV, HSIA & CVOIP). Comprehensive day to day call center operations, personnel and culture development, performance improvement, planning and strategy. Virtual organization of 2,000+ employees with multiple domestic and international locations serving a customer base in excess of seven million.
-Customer satisfaction scores increased > 1200%
-First Contact Resolution (FCR) improved > 65%
-Repeats reduced > 30%
-Successfully completed first Tier I to Tier II center conversion and launched inaugural off-shore Tier II center.
-Re-designed Customer Care model across Tier I and Tier II resulting in reduction of customer transfers by more than 300,000/month, improved FCR and customer satisfaction results and ability to remove $70M in annual expense.