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Chad Carloss

Chad Carloss

Assistant Vice President - Network Operations Strategy

AT&T

AVP - Service Assurance & Network Operations Strategy at AT&T

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AT&T

Assistant Vice President - Network Operations Strategy

Responsible for end-to-end strategy and customer experience planning in support of the Network Operations arm of AT&T. Specific areas of focus include network migration from TDM to all IP and customer experience evolution towards effortless and creating an experience that customers are willing to recommend to others.

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Career
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AT&T

Assistant Vice President

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.

Career

AT&T

Executive Director IPv6 Transition Office

Established corporate program office charged with creating and managing AT&T's multi-year IPv6 program. Responsible for identification of infrastructure, technology and core network program requirements required to establish AT&T as an enabled provider of IPv6 services and routing due to the global exhaust of IPv4 addresses, across core network operations and IT.

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AT&T Labs

Executive Director Systems Integration

Responsible for end-to-end systems engineering of projects ranging in scope from Business Enterprise, to IPTV (Uverse), to Mass Markets and Mobility. Led a team of GM-level Technical Systems Engineers focused on ensuring service stability, scalability and maintainability, as well as end-to-end design and testing, across Network, IT and Operations. Focused on reducing project/product cylce times while improving the Service Path - quality, stability and scalability of the services to the end user/customer and across the network.

Career

AT&T

GM/Director - Broadband Operations (IPTV)

Led team responsible for tooling, strategy and development of the operations plan for AT&T's Uverse (IPTV, CVOIP & HSIA) Customer Care Center organization (Tier 1 and Tier 2). Team responsibilities Included business requirements development, testing, diagnostic tool development, customer care management systems (CRM, etc.) and associated aspects of vendor and IT management.

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AT&T

GM/Director - Broadband Operations (ADSL-Field, Center & Internet)

Led the ADSL Operations Support organization for AT&T (then SBC). Supported the operations teams responsible for installation and maintenance (Field & Center) and provisioning and activation (Internet). Responsibilities spanned from agent/tech tool and system design, development and testing, to method and process delivery to vendor and IT management. Both long and short term planning, across the 13 state footprint and Internet.

Career

AT&T

GM/Director - LFO Operations (ADSL)

Led the AT&T (formerly SBC) Southwest Region field technician organization for ADSL service delivery and assurance. Included service to and leadership of >600 unionized technicians and management team across the 5-state region. Responsible for all aspects of customer service, Labor/Union relations, training, force and budget management and technology/service advancements.

Career medium 06
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AT&T

Area Manager & Manager LFO

Multiple leadership positions within Network Field Operations at AT&T (formerly SBC). Managed teams (mgmt & non mgmt) responsible for service delivery and service assurance across the following services: ISDN, ADSL, T1, DS1-DS3, SONET, Native LAN and PairGain voice.

Career

The University of Dallas

MBA, Telecommunications

Texas A&M University

BS, Education, Business, Spanish