AT&T Solutions Customer Care
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AT&T Solutions Customer Care Employees
Convergys October 2010 - March 2013
Convergys February 2000 - September 2010
Motivationery April 1997 - January 2000
AT&T Solutions Customer Care February 1997 - April 1997
AT&T American Transtech October 1993 - February 1997
Skills
Employee Engagement, Talent Management, Internal Communications, Leadership, Mentoring, Communication Training, Crisis Communications, Public Relations, Corporate Communications, Strategic Communications, Marketing Communications, Media Relations, Reputation Management, Program Management, Strategy, Newsletters, Strategic Planning, Employee Relations, Business Development, CRM, Change Management, Editing, BPO, Outsourcing, Call Centers, Cross-functional Team..., Management, Project Management, Vendor Management, Leadership Development, Team Leadership, Lead Generation, Market Research, Content Management, Team Management, Customer Experience, Workforce Management, Team Building, Call Center Development, Inbound Marketing, Operations Management, Thought Leadership, Social Media, Coaching, Project Planning, Customer Retention, Performance Management, Content Development, Consulting, Training
Education
University of Richmond 1979 — 1982
BA, Political Science
FIS September 2014 - Present
Fidelity National Information Services February 2014 - September 2014
Convergys May 2004 - January 2014
Convergys June 1999 - May 2004
AT&T Solutions Customer Care 1997 - 1999
AT&T American Transtech 1995 - 1997
AT&T American Transtech 1992 - 1995
AT&T American Transtech 1989 - 1992
Skills
Process Improvement, Quality Management, Quality, Operations Management, Call Center, Quality Assurance, Six Sigma, Continuous Improvement, Customer Satisfaction, Performance Management, Change Management, Process Management, Process Engineering, Coaching, Business Process..., Problem Solving, Customer Service, Team Building, Customer Relations, Program Management, People Management, Strategic Planning, Root Cause Analysis, Data Analysis, Vendor Management, Mentoring, BPO, Team Leadership, Outsourcing, Documentation, Performance Improvement, Metrics, Supervisory Skills, Business Analysis, Analysis, Customer Experience, Cross-functional Team..., Telecommunications, TQM, Compliance, Employee Relations, Planning, Operational Excellence, Call Centers, COPC, Service Delivery, Transition Management, CRM, Training, Software Documentation
Education
University of Florida 1982 — 1986
Bachelor of Science (B.S.), Advertising
HealthTrust Purchasing Group November 2011 - Present
Healthways December 2004 - December 2011
Robert Half Technology March 2004 - December 2004
Affiliated Computer Services, State Healthcare Division July 2002 - February 2004
Nations Bank/Bank of America April 1998 - May 2002
AT&T Universal Card August 1997 - April 1998
AT&T Solutions Customer Care September 1990 - August 1997
Blue Cross/Blue Shield of Florida April 1990 - August 1990
Barnett Computing Company January 1985 - March 1990
Education
Middle Tennessee State University
B.B.A., Marketing/ Economics & Finance
Nashville State Technical Institute
A.S., Business Data Processing Technology
Adecco Staffing, USA 2014 - Present
Convergys 2000 - 2013
Convergys 1997 - 2000
AT&T Solutions Customer Care 1994 - 1996
AT&T Solutions Customer Care 1990 - 1994
AT&T American Transtech 1986 - January 1990
Skills
BPO, Call Centers, Solution Development, Sales Operations, Operations Management, Process Improvement, Performance Management, Vendor Management, Contact Centers, Call Center, Contact Center..., Outsourcing, Offshoring, SaaS, Service Delivery, Solution Architecture, Sla, CRM, Customer Satisfaction, Customer Experience, Workforce Management, Business Analysis, Program Management, Telecommunications, Strategic Planning, Professional Services, Inbound Marketing, Business Development, Requirements Analysis, Client Development, Value Propositions, Proposal Writing, P&L Management, Communication, Staff Development, Pre-sales, Change Management, Analytics, Business Process, Leadership, Management, Team Building, Analysis, Call Center Development, Team Management, Customer Retention, Transition Management, Executive Management, RFP, Business Transformation
Education
Florida State University 1980 — 1984
BS
Verizon Wireless January 2009 - Present
Alltel Wireless January 2004 - January 2009
Alltel Wireless September 1999 - January 2004
Alltel Wireless November 1997 - September 1999
AT&T Solutions Customer Care October 1995 - November 1997
AT&T Solutions Customer Care January 1995 - October 1995
AT&T Solutions Customer Care March 1993 - January 1995
American Transtech through Talent Tree January 1990 - January 1993
Skills
SDLC, Vendor Management, MS Project, Integration, Project Management
Education
Strayer University-Georgia 2011 — 2013
Master of Business Administration (M.B.A.), Concentration in Information Systems Management
Six Sigma
Six Sigma Green Belt Professional (CSSGB)
Project Management Institute
PMP - Project Management Professional
DeVry University
Bachelor's of Science, Technical Management with a Business Information Systems Concentration
ESI International / The George Washington University
Associate's Certificate in Project Management
Florida Community College at Jacksonville
Associate in Arts
Convergys Corp July 2004 - Present
Convergys 2004 - Present
AT&T Solutions 1998 - 2004
AT&T Solutions Customer Care 1996 - 1998
AT&T Universal Card 1989 - 1996
AT&T Universal Card Services 1988 - 1996
Education
Nova Southeastern University
BS Management
Renton Technical College August 2009 - Present
Renton Technical College September 2001 - August 2009
Washington Mutual 1998 - 2001
At&t solutions customer care 1996 - 1998
Coopers & Lybrand Consulting 1994 - 1996
Skills
Higher Education, Accounting, Budgets, Financial Analysis, Microsoft Office, Project Planning, Adult Education, Leadership, Public Speaking, Microsoft Excel, Access, Team Building, Strategic Planning, Nonprofits, Training, Research, Program Management, Policy, Teaching, Financial Reporting
Education
University of North Florida 1992 — 1994
BBA, Accounting
University of Hawaii at Manoa 1989 — 1992
Accounting
Renton high school
Convergys April 2009 - August 2011
Convergys March 2007 - April 2009
Convergys April 2005 - March 2007
Convergys March 1997 - April 2005
AT&T Solutions Customer Care September 1995 - March 1997
Skills
Service Delivery, BPO, Outsourcing, Disaster Recovery, Incident Management, Firewalls, PMO, Project Management, Vendor Management, SDLC, Routers, Change Management, ITIL, Networking, Switches, Call Centers, Sla, Integration, Business Process, IT Strategy, PMP, IT Service Management, IT Management, Telecommunications, Business Process..., Offshoring, Data Center, Pre-sales
Education
University of Phoenix 2003 — 2007
Bachelors, Management
Cisco Systems 2004 — 2004
CCNA, Cisco Routing and Switching
Bethel High School
Sandalwood
Calhoun Community College Receiving SpecialistBooks A MillionJuly 2007 - June 2013
Island Eye Center November 1999 - July 2003
Convergys October 1997 - October 1999
AT&T Solutions Customer Care August 1995 - October 1997
Education
University of Guam 2000 — 2003
Middleburg High School 1990 — 1992
Education/Theater