Strategic Partner Account Manager
June 2014 — Present
Serve as the point person managing the relationship between AT&T and a vendor inbound call center, with over 300 employees; analyze and develop plans to ensure vendor partner team meets and exceeds service and sales goals and performance standards
▪ Plan, research, coordinate, and execute comprehensive strategies for the site; partner with vendor site leadership, quality and training teams to review and provide recommendations on performance improvements plans.,
▪ Provide direct feedback, coaching and training of the leadership team and staff, and oversee the development of direct vendor management reports; work closely with vendor partners to ensure adherence of work activities and deliverables as outlined in the statement of work.
▪ Participate in regular operational reviews to identify and focus on key areas to improve the operations; conduct comprehensive evaluation of all processes and contribute to the exchange of information and best practices to foster additional improvements of specific functional areas.