Ashley Grave De Peralta
Summary
Accomplished Senior Service Support Manager with a proven track record at AT&T Inc., excelling in organizational development and client relations. Expert in compliance monitoring and customer experience analysis, achieving a Quality score of 97%+. Recognized for strategic planning prowess and operational management, with accolades including 4 AT&T Connection Awards.
Overview
13
13
years of professional experience
Work History
Senior Service Support Manager
AT&T Inc.
10.2018 - Current
- Consistently achieved a Quality score of 97% or higher for over 2 years.
- Handpicked to join the department's Engagement Team to enhance employee engagement and morale.
- Selected as a member of the Compliance Team to assist with mock audits, ensuring readiness for quarterly audits.
- Provided clean desk refreshers and training to keep all managers up to date with compliance standards.
- Created job aids for quick skill transfers and reference materials for newly hired managers.
- Resolved and addressed regulatory complaints promptly, often working under short or last-minute deadlines.
- Recognized as a 4-time AT&T Connection Award winner for outstanding performance and contribution.
Integrated Service Consultant
AT&T, Inc.
04.2021 - 09.2021
- Delivered fast, friendly, and knowledgeable service, enhancing customer satisfaction.
- Proactively resolved problems, applying business acumen and sound judgement.
- Strengthened customer service strategies thorough effective team training and motivation.
- Cultivated positive relationships with customers and team members to maintain a successful work environment.
Team Sales Manager
AT&T, Inc.
09.2018 - 03.2021
- Exceeded sales goals and improved profitability by aligning strategies with market trends.
- Boosted team morale and sales volume through creative employee incentive contests.
- Built strong professional relationships by identifying client needs, increasing sales opportunities.
- Generated sales through prospecting, cold calling, and negotiating advantageous sales.
- Reduced gaps by hiring, supervising, and coaching employees, optimizing performance and growth.
- Ranked #1 overall Sales Manager in 2019.
- Ranked #2 overall Sales Manager in 2020.
Customer Service Sales Representative
AT&T, Inc.
11.2015 - 08.2018
- Formalized the sales process, enhancing operations and promoting new customer acquisition.
- Educated customers on product features, highlighting benefits to promote additional sales.
- Built and maintained extensive product knowledge to support customer inquiries and sales efforts.
- 2018 AT&T Management Development Program graduate
- 2018 Q1 AT&T Service Excellence Award winner
Quality Assurance Analyst
Sykes Enterprises, Inc.
02.2012 - 10.2015
- Implemented internal auditing practices, ensuring compliance with quality and safety policies.
- Created and updated technical documentation, improving team efficiency and knowledge.
- Consulted with product owners and developers to understand and enhance intended features and functionality.
Education
Certificate - Psychology of Leadership
Cornell University
Ithaca, NY07.2024
Master of Science - Organizational Leadership
Walden University
Minneapolis, MN06.2021
Bachelor of Arts - Public Administration
Polk State College
Winter Haven, FL06.2015
Skills
- Organizational Development
- Data-driven decision-making
- Portfolio Management
- Scenario Planning
- Client Relations
- CRM Software
- Strategic Planning
- Customer experience analysis
- Compliance Monitoring
- Operations Management
Timeline
Integrated Service Consultant
AT&T, Inc.
04.2021 - 09.2021
Senior Service Support Manager
AT&T Inc.
10.2018 - Current
Team Sales Manager
AT&T, Inc.
09.2018 - 03.2021
Customer Service Sales Representative
AT&T, Inc.
11.2015 - 08.2018
Quality Assurance Analyst
Sykes Enterprises, Inc.
02.2012 - 10.2015
Certificate - Psychology of Leadership
Cornell University
Master of Science - Organizational Leadership
Walden University
Bachelor of Arts - Public Administration
Polk State College
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