DIRECTV, now part of the AT&T family
Site Analyst, Process Improvement
August 2014 — Present
Use analytical tools and problem solving techniques to determine the underlying causes of process breakages that impact care call centers, or the customer experience.
Based on root cause analysis, recommends solutions to improve operational performance.
Act as project lead, or subject matter expert to help guide process improvement projects to implementation.
Communicates findings to appropriate parties, including different levels of Customer Care management in regular intervals or as requested.
Independently builds productive relationships and collaborates with Operations and other support areas in Customer Care.