Cory A. Zuvich
Dallas,TX
Summary
Dynamic leader with extensive experience at AT&T, driving operational excellence through AI-driven solutions and strategic automation. Proven track record in team leadership and analytical decision-making, achieving significant cost reductions and enhancing customer engagement. Passionate about fostering a culture of learning and innovation, while delivering impactful results across diverse projects.
Overview
17
17
years of professional experience
Work History
Director - Network Process & Quality
AT&T
Irving, TX
01.2024 - Current
- Directing deployment of AI-driven solutions in partnership with Operations Transformation to streamline repetitive tasks and enhance automation capabilities.
- Implementing DOC University with a collegiate track to align business units on core skills—Agentic AI, Generative AI, Excel, strategic vision, financial acumen, and career development—building a future-ready workforce.
Director - Technology (L3)
AT&T CUSTOMER OPERATIONS
Dallas, TX
03.2024 - 01.2025
- Delivered ~$220M YOY run rate by leveraging SMS for customer reschedules, cancellations, and appointment reminders, optimizing engagement and reducing operational inefficiencies.
- Supported AFO Field Operations and CARE Centers by deploying AI and Generative AI tools; led transition of the Customer Engagement Platform to target architecture, enhancing operational efficiency and customer experience.
- Delivered 125M+ SMS messages for service appointments and outage notifications, driving proactive customer engagement; pioneered AT&T’s first RCS initiative for advanced service alerts; led backend architecture for Copilot, enhancing Fiber Installation experience with a virtual assistant enabling real-time customer inquiries.
Director Network Operations Centers (L3)
AT&T GLOBAL FLEET OPERATIONS
Dallas, TX
01.2022 - 03.2024
- Led large-scale backend operations team, managing union and management relations while overseeing ~89K assets—the #1 largest private corporate fleet in 2024.
- Directed national compliance for licensing, plating, rebranding, FMCSA and DOT CDL regulations, ensuring operational integrity across all vehicle and driver programs.
- Transformed fuel and payment systems by adding a second vendor and integrating telematics for fraud prevention, delivering ~$2M annual savings on a ~$290M P&L.
- Managed overseas procurement, EV platform development, and end-to-end fleet operations to drive modernization and sustainability.
- Enhanced emergency roadside support by onboarding new tow and tire vendors, improving customer experience while maintaining a ~$9M budget discipline.
- Implemented streamlined wrap survey process for field operations, accelerating fleet beautification and brand consistency.
Area Manager Network Services (L2)
AT&T FIELD OPERATIONS
Dallas, TX
07.2018 - 01.2022
- Developed and implemented an innovative safety program achieving 65% reduction in stationary object collisions; scaled regionally and influenced national adoption.
- Directed operations for broadband, fiber, copper, and air pressure services, leading 9 managers and 150+ technicians on high-profile projects impacting senior executives.
- Served as lead coach for American Heart Association in SW VP market, raising over $36K to support community health initiatives.
- Partnered with dispatch teams to pilot tech enablement initiatives, improving customer experience and operational efficiency.
- Graduated from AT&T’s Gateway to Leadership program (Nov 2021), strengthening strategic leadership capabilities.
- Achieved 96.23% on National Safety Review, reinforcing compliance and operational excellence.
- Created an engaged safety culture through innovative video campaigns, boosting morale and driving CEO and senior leadership to implement program nationally.
Professional Client Services - Proj. Mgmt. (L2)
AT&T FIELD OPERATIONS
Fort Worth, TX
05.2017 - 07.2018
- Served on SW/W VP Staff as Fiber Design SPOC for new and existing developments, ensuring seamless design execution and stakeholder alignment.
- Provided lead data analysis and established standardized processes for Fiber deployment, improving efficiency and consistency across projects.
- Graduated from AT&T’s Gateway to Leadership program (2018), strengthening strategic leadership and operational expertise.
Area Manager - Technical Proj. Management (L2)
AT&T Call Center
Dallas, TX
05.2015 - 04.2017
- Oversaw deployment of automation tools across SW and West regions, driving significant reductions in overtime costs and spending.
- Served as Chief of Staff for Director managing all regional operations.
- Led 10+ managers to enhance work methods through strategic automation initiatives.
Process & Quality (L2)
AT&T Call Center
Dallas, TX
05.2012 - 04.2015
- Jointly developed and delivered televised live training across all regions, driving consistent knowledge transfer and operational excellence.
- Produced emerging technologies video to advance IVL initiatives and promote innovation adoption.
- Played a key role in designing and implementing the National Loan Process, standardizing procedures nationwide.
- Project-managed deployment of the Optimized Scheduling Model, improving efficiency and resource utilization.
Force Load Analyst & Capacity Planning Manager (L1)
AT&T Call Center
Dallas, TX
11.2008 - 05.2012
- Implemented an online one-stop portal to centralize all documents, improving accessibility and operational efficiency; led teams of 5+ employees and prepared the center for the successful launch of a new dispatch system for technicians.
Education
Master of Arts - Liberal Arts and Sciences
Texas Christian University
Fort Worth, TX12.2014
Bachelor of Arts & Sciences - Sociology, Psychology, & Communications
University of Oklahoma
Norman, OK08.2005
Skills
- Team leadership, driving a positive culture
- Curiosity for personal and employee learning
- Engagement and collaboration with others
- Analytical, utilizing data-driven decisions
- Open-minded about technology and new solutions
Accomplishments
2009 Service Excellence Award Winner
Timeline
Director - Technology (L3)
AT&T CUSTOMER OPERATIONS
03.2024 - 01.2025
Director - Network Process & Quality
AT&T
01.2024 - Current
Director Network Operations Centers (L3)
AT&T GLOBAL FLEET OPERATIONS
01.2022 - 03.2024
Area Manager Network Services (L2)
AT&T FIELD OPERATIONS
07.2018 - 01.2022
Professional Client Services - Proj. Mgmt. (L2)
AT&T FIELD OPERATIONS
05.2017 - 07.2018
Area Manager - Technical Proj. Management (L2)
AT&T Call Center
05.2015 - 04.2017
Process & Quality (L2)
AT&T Call Center
05.2012 - 04.2015
Force Load Analyst & Capacity Planning Manager (L1)
AT&T Call Center
11.2008 - 05.2012
Master of Arts - Liberal Arts and Sciences
Texas Christian University
Bachelor of Arts & Sciences - Sociology, Psychology, & Communications
University of Oklahoma