Summary
Overview
Work History
Education
Skills
Timeline
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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
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
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
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
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, CA

Skills

  • 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

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Cynthia Day