Summary
Overview
Work History
Education
Skills
Foreign Languages
Work Availability
AT&T/DIRECTV Recognition
Accomplishments
Work Preference
Timeline

Ana Salas

El Paso
There is a sacredness in tears. They are not the mark of weakness, but of power. They speak more eloquently than ten thousand tongues. They are the messengers of overwhelming grief, of deep contrition, and of unspeakable love.
Washington Irving

Summary

Dynamic managerial professional with extensive experience in team leadership, strategic planning, and operational management. Recognized for fostering productive work environments and driving project success through exceptional communication and organizational skills. An analytical mindset streamlines processes and develops high-performing teams, while adaptability to changing needs enhances collaborative leadership. Committed to achieving results through innovative employee motivational strategies and ensuring compliance with industry best practices and regulatory requirements.

Overview

31
31
years of professional experience

Work History

Product Development Engineer 2

DIRECTV
05.2024 - 02.2026
  • Enhanced security protocols for DIRECTV environment by implementing proprietary MFA and SSO systems for owned applications and users.
  • DIRECTV SSO Migration: Migrate CallMiner SAML.2 from HALO.e to EntraID. Migrate CallMiner UAM (roles) from My Logins to Saviynt
  • Collaboration with other business units to successfully complete migration of SSO environment from HALO.e to EntraID and migrated CallMiner application and all current users from My Logins to Saviynt.
  • Configuration of SAML.2 HALO.e to EntraID through collaborative sharing of required Meta data, and mapping/coding requirements between DIRECTV and CallMiner of CallMiner technical/IT teams.
  • SSO migration completed for 3 required platform environments
  • CallMiner application transitioned to new ordering application: creating and mapping appropriate groups, roles and profiles for over 8000
  • Completed final TSA retirement requirements for CallMiner

Conversation Analytics Developer

DIRECTV
04.2022 - 05.2024
  • Designed and created comprehensive syntax structures to enhance conversation analytics capabilities.
  • Implemented Conversation Analytics categories across DIRECTV agent contacts to evaluate customer interactions.
  • By using Conversation analytics we were able to evaluate 100% of DIRECTV customer contacts instead of manual evaluations of only 3 for every 1000.
  • Helped and collaborated with field managers on using of CallMiner system to enhance and improve agent customer interactions thus improving customer satisfaction and overall company satisfaction
  • Attended on site "CallMiner Road Show" to highlight systems capabilities in agent development.


Sr. Compliance Manager

DIRECTV/AT&T
04.2021 - 04.2022
  • Managed and supported connectivity for 300 monitors, optimizing performance across a diverse range of 13 vendor systems.
  • Implemented onboarding procedures for vendor offices to enhance quality monitoring, securing necessary access to recordings and active IDs.
  • Served as primary point of contact for vendor relations, ensuring alignment with non-team managers and AT&T business units.
  • Coordinated and supported monthly hierarchy team initiatives to streamline decision-making processes.
  • Performed comprehensive monthly assessments and cleansing of telegence archives to maintain data integrity.
  • Analyzed and refined quality history records through bi-monthly review and scrubbing activities.
  • Assisted in conducting DAC audit reviews to evaluate compliance with established standards. Supported team members in identifying areas for improvement during audit processes. Contributed to the documentation of audit findings and recommendations.
  • Assisted in social engineering calls by managing minor data tasks. Facilitated call sessions to enhance communication. Reviewed call outcomes to support team objectives.
  • Developed and implemented compliance policies to ensure adherence to regulatory standards.
  • Led cross-functional teams to drive compliance initiatives and improve organizational efficiency.

Customer Experience Insight Manager

AT&T
02.2019 - 03.2021
  • Facilitated system connectivity and support to enhance operational efficiency for 800 monitors across 21 vendor systems in 450+ offices.
  • Implemented quality monitoring by onboarding vendor offices, establishing protocols for recording access and active ID management.
  • Coordinated vendor relations to support collaboration with non-team managers and enhance operational efficiency within AT&T business units.
  • Coordinated and supported monthly hierarchy team initiatives to streamline operations.

Sales Performance Reporting Manager

AT&T
03.2012 - 01.2019
  • Ensured reliable system connectivity for 750+ monitors, facilitating operations across 21 vendor systems and 450 offices.
  • Coordinated quality monitoring onboarding for 135 vendor offices, guaranteeing proper access to recording systems and active identification protocols.
  • Managed vendor partnerships to strengthen interdepartmental collaboration and support operational objectives.
  • Coordinated and supported monthly hierarchy team initiatives to streamline operations.

Sales Performance Reporting Manager

AT&T
01.2009 - 03.2012
  • Oversaw training and operational expansion for regional vendor in India, successfully enhancing team size from 13 to 50 personnel.
  • Implemented targeted growth strategies and development plans to elevate performance and capabilities of 50 vendor employees in India.
  • Implemented and managed call recording accessibility protocols for 24 distinct monitoring vendor centers.
  • Identified emerging trends and established streamlined processes to optimize customer care initiatives.

Manager-Quality/M&P/Process/Sales & Results

AT&T
10.1999 - 01.2009
  • Oversaw coordination of training sessions and strategic expansion efforts for vendor partnerships in India.
  • Established and executed quality control measures, including database management, to enhance accuracy in tracking scoring initiatives.
  • Evaluated performance metrics and developed streamlined processes for call centers to elevate customer care standards.
  • Implemented training programs and mentorship opportunities to support the growth and development of 16 occupational employees.
  • Ensured all team members grasped essential criteria for quality call assessments to enhance performance standards.
  • Designed comprehensive QA assessment criteria for DSL line of business, integrating CPSOS system activity to ensure compliance and performance excellence.
  • Conducted thorough reviews and quality checks on scoring assessments crafted by five analysts, enhancing evaluation standards for 200+ call center agents.
  • Oversaw project execution by cross-functional teams, maintaining adherence to deadlines and budgetary guidelines.

QA Vendor Project Manager

AT&T
04.1999 - 10.1999
  • Achieved successful implementation of a training program for the quality analyst team through collaboration with stakeholders. Enhanced quality analysts' comprehension of call agent roles and responsibilities, resulting in improved assessment of agent behaviors.
  • Oversaw and executed onboarding processes for 17 new quality analysts in India, reinforcing adherence to established quality benchmarks.
  • Training was divided in 2 part: trained call center agent customer call taking and then Quality Analyst assessment of call taking agent
  • Implemented comprehensive training programs, focusing on the professional growth of quality analysts within QA positions.

Quality Analyst- Global Customer Satisfaction Team

AT&T
10.1998 - 04.1999
  • Monitored customer care interactions, focusing on service quality and adherence to protocols.
  • Collected relevant information and metrics to enhance weekly quality and service reporting processes.
  • Developed and maintained quality assurance procedure documentation.

Customer Care Associate/Personal Account Associate

AT&T
05.1995 - 10.1998
  • Addressed customer inquiries and concerns via inbound calls, ensuring positive service experiences.
  • Managed customer accounts, updating information accurately in CRM systems.
  • Managed 500-650 customer accounts, ensuring personal engagement at least once per month to foster relationships.
  • Cultivated strong customer relations by addressing inquiries and resolving issues promptly.
  • Oversaw SRT operations for three months to enhance team performance and project outcomes.
  • Managed team backfill responsibilities over 8 weeks to maintain project momentum and support team objectives.

Education

No Degree - Business Management, Marketing

UNIVERSITY OF TEXAS AT EL PASO, El Paso, TX
01.1993

Completed 70 hrs

  • 3.5 GPA

DIPLOMA -

CORONADO HIGH SCHOOL, El Paso, TX
01.1987
  • DIPLOMA earned exceeding requirements
  • Member of National Honor Society
  • Member of National Spanish Honor Society
  • Completed Honors Courses on Trigonometry- earning college credits


Skills

  • Problem-solving expertise
  • Focus on client satisfaction
  • Project coordination
  • Quality assurance testing
  • Project management
  • Root-cause analysis

Foreign Languages

Bilingual (English/Spanish)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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AT&T/DIRECTV Recognition

  • 1997-1998 Several Customer commendations
  • 1997 Legendary CCA of the Month: March, June, July
  • 2001Extra Mile Award
  • 2001 Winning Spirit Award (Sales and Customer Care)
  • 2005 Winning Spirit Award (Sales and Customer Care)
  • 2005 QA Manager of the Year
  • 2012 Service Excellence Award
  • 2021 APEX award (agility, passion, excellence)
  • 2022 Recognition Award

Accomplishments

  • Achieved successful migration of application and SSO through effectively helping with user access management.
  • Resolved product issue through consumer testing.

Work Preference

Work Type

Full Time

Location Preference

Remote

Important To Me

Work-life balanceWork from home optionHealthcare benefitsFlexible work hours

Timeline

Product Development Engineer 2 - DIRECTV
05.2024 - 02.2026
Conversation Analytics Developer - DIRECTV
04.2022 - 05.2024
Sr. Compliance Manager - DIRECTV/AT&T
04.2021 - 04.2022
Customer Experience Insight Manager - AT&T
02.2019 - 03.2021
Sales Performance Reporting Manager - AT&T
03.2012 - 01.2019
Sales Performance Reporting Manager - AT&T
01.2009 - 03.2012
Manager-Quality/M&P/Process/Sales & Results - AT&T
10.1999 - 01.2009
QA Vendor Project Manager - AT&T
04.1999 - 10.1999
Quality Analyst- Global Customer Satisfaction Team - AT&T
10.1998 - 04.1999
Customer Care Associate/Personal Account Associate - AT&T
05.1995 - 10.1998
UNIVERSITY OF TEXAS AT EL PASO - No Degree, Business Management, Marketing
CORONADO HIGH SCHOOL - DIPLOMA,