Charlotte Alessandri
Orlando,FL
Summary
Senior manager with a passion for quality customer interactions and the ability to guide others in a positive and constructive manner. 5+ years experience in Customer Service supporting multiple channels in a fast changing environment, quality assurance practices, outsourced Contact Center resources, 6+ years of people management expense and proficient in Microsoft Office suit.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Manager Technical Customer Service
AT&T Business
01.2011 - 05.2024
- Establish Quality scorecards for feedback, training, improvement, and tracking performance.
- Built and maintain training program for Managers in Technical Customer Service.
- Developed data base reporting to reduce billing backlog to current, generating missed revenue collection over $200k.
- Regularly built and present reports to executive staff on Quality, Staffing, Onboarding, etc.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Training Manager, Delivery
AT&T Mobility
01.2007 - 01.2011
- Create and present training to AT&T and outsourced Contact Centers nationwide.
- Design and deliver original Combined Bill training resulting in a 30% reduction of transfers to outside vendors.
- Trained new hires to perform cross-training exercises with experienced workers.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
Quality Assurance Manager
Cingular Wireless, SBC, AT&T Mobility
12.1994 - 01.2007
- Create and develop the Quality Assurance standards for Customer Service covering all mid-west call centers.
- Developed the return to work process resulting in a 50% reduction in retraining time.
- Projects include working with team to improve from the lowest quality score to the highest quality in just three months.
- Implemented new quality assurance and customer service standards.
Education
Bachelor of Science - Business
Elmhurst University
Elmhurst, ILMBA - Business
Elmhurst University
Elmhurst, ILSkills
- Trend analysis
- Resource allocation
- Contract management
- Budget control
- Networking strategies
- Performance management
- Project management
- Recruiting and interviewing
Accomplishments
AT&T Service Excellence Award
President's Volunteer Service Award
Three time Key Contributer Award
Certification
Six Sigma Yellow Belt
Timeline
Manager Technical Customer Service
AT&T Business
01.2011 - 05.2024
Training Manager, Delivery
AT&T Mobility
01.2007 - 01.2011
Quality Assurance Manager
Cingular Wireless, SBC, AT&T Mobility
12.1994 - 01.2007
Bachelor of Science - Business
Elmhurst University
MBA - Business
Elmhurst University
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