Cynthia Day
Atascadero,CA
Summary
Dynamic operations leader with extensive experience at AT&T, excelling in strategic leadership and human resources. Proven track record in enhancing employee performance and streamlining processes, achieving significant operational efficiencies. Skilled in onboarding and training, fostering a culture of continuous improvement while effectively managing resources and driving team success.
Overview
31
31
years of professional experience
Work History
Associate Director, Network Services
AT&T
San Luis Obispo, CA
09.2021 - Current
- Led teams of up to 60 personnel, supervising daily performance as well as training and improvement plans.
- Assisted senior leadership in managing all aspects of operations.
- Managed cross-functional teams for multiple large-scale projects, successfully completing each on time and within budget constraints.
- Collaborated with cross-functional teams to streamline communication and workflows.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Fostered a culture of continuous improvement by encouraging staff to share innovative ideas and providing resources for professional development.
- Prioritized tasks and allocated resources appropriately to keep teams focused and productive.
- Trained and developed department leaders and management staff for specific projects and ongoing operational needs.
- Assisted in developing strategic initiatives to enhance operational efficiency.
- Supported project management processes by tracking deliverables and deadlines.
- Participated in meetings to discuss project updates and gather team feedback.
- Prepared presentations to communicate findings and recommendations effectively.
- Managed documentation for projects, ensuring accuracy and accessibility for stakeholders.
- Monitored project timelines, adapting plans as necessary to meet objectives.
- Oversaw annual budget planning processes, ensuring financial goals were met while maintaining optimal resource allocation across departments.
- Reduced operational costs by identifying inefficiencies and implementing cost-saving measures.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Implemented data-driven decision-making strategies, leading to more informed business choices and positive outcomes.
Manager, Network Services
AT&T
Visalia, CA / San Luis Obispo, CA
09.2010 - 09.2021
- Led team performance reviews to enhance operational efficiency and employee development.
- Developed training programs that improved staff proficiency and reduced onboarding time.
- Streamlined workflow processes, resulting in improved task completion rates and resource allocation.
- Implemented quality control measures that increased product consistency and customer satisfaction.
- Coordinated cross-departmental communication to align project goals with organizational objectives.
- Fostered a culture of continuous improvement through regular feedback sessions and team discussions.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and business partners.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Oversaw payroll functions, ensuring accuracy while maintaining strict confidentiality standards for sensitive employee information.
- Guided leaders and employees on company policies, programs, benefits and salary administration.
- Monitored and handled employee claims involving performance-based and harassment incidents.
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
- Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
- Conducted internal investigations related to harassment claims and other workplace conflicts, providing resolutions that preserved the integrity of the company''s values.
- Managed employee disputes by employing conflict resolution techniques.
- Promoted a culture of continuous learning through the coordination of professional development opportunities and workshops for employees at all levels within the organization.
- Instructed senior leaders on appropriate employee corrective steps.
- Collaborated with legal and compliance teams to review paperwork and obtain feedback.
Communications Technician
AT&T
Visalia, CA
08.2006 - 09.2010
- Installed and maintained communication systems, ensuring optimal performance and reliability.
- Diagnosed technical issues, implementing effective solutions to minimize downtime.
- Collaborated with cross-functional teams to streamline communication processes and protocols.
- Provided technical training to junior technicians, enhancing team capabilities and knowledge transfer.
- Monitored network performance using diagnostic tools, identifying areas for improvement and efficiency gains.
- Led projects to upgrade communication infrastructure, aligning with organizational goals and technological advancements.
- Tested equipment and circuits using various tools such as standard hand tools and network diagnostic tools.
- Followed standards and procedures to maintain safe work environment.
- Repaired cut cable of various sizes and worked with color-coded wires and cables.
- Expedited problem resolution through thorough diagnostics and root cause analysis techniques applied to various communication issues.
- Reviewed and interpreted facility orders, network design orders and circuit layout orders.
Customer Service Representative
AT&T
Bakersfield, CA
07.1994 - 08.2006
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Resolved customer inquiries and issues efficiently, ensuring high satisfaction levels.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Trained new team members on company policies and customer service protocols.
- Streamlined communication processes, enhancing response times to customer requests.
- Implemented feedback mechanisms to gather insights for service improvements.
- Provided exceptional customer support through effective communication and problem-solving skills.
- Managed high call volumes while maintaining quality service standards.
- Documented interactions accurately in CRM systems for future reference.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
Education
Business Management
University of Phoenix
Bakersfield, CASkills
- Operations management
- Strategic leadership
- Human resources
- Employee relations
- Resources allocation
- Performance evaluations
- Clerical support supervision
- Critical thinking
- Onboarding and training
- Public speaking
- Staff coordination
- Computer skills
Timeline
Associate Director, Network Services
AT&T
09.2021 - Current
Manager, Network Services
AT&T
09.2010 - 09.2021
Communications Technician
AT&T
08.2006 - 09.2010
Customer Service Representative
AT&T
07.1994 - 08.2006
Business Management
University of Phoenix