Demond Garrett-Lightfoot
Huntsville,AL
Summary
Dynamic operations leader with extensive experience at AT&T, excelling in team leadership and performance metrics. Proven track record in driving process improvements and ensuring compliance in high-pressure environments. Adept at cross-functional collaboration and enhancing customer relations, consistently achieving operational excellence and exceeding service targets.
Overview
11
11
years of professional experience
Work History
Team Member (Manufacturing Operations)
Mazda Toyota Manufacturing
Huntsville, AL
01.2025 - Current
- Support daily automotive manufacturing operations in a safety-critical, quality-driven environment.
- Adhere to standardized work instructions, safety protocols, and compliance requirements.
- Document production activity, quality checks, and process adherence to ensure accuracy and traceability.
- Collaborate with supervisors, engineers, and production teams to meet output, quality, and efficiency targets.
- Demonstrate strong attendance, accountability, and adaptability in a fast-paced operations setting.
Manager, Call Center Operations (Customer Loyalty)
AT&T / DIRECTV
Huntsville, AL
02.2021 - 01.2025
- Managed daily operations for high-volume customer service teams, overseeing staffing, workflow, and performance.
- Led and coached supervisors and frontline employees to meet productivity, quality, and compliance goals.
- Tracked KPIs, attendance, quality scores, and service levels; implemented corrective actions when targets were missed.
- Enforced company policies, operational procedures, and compliance standards.
- Partnered with operations, HR, compliance, and support teams to resolve escalations and operational issues.
- Conducted performance reviews, coaching sessions, and disciplinary actions as needed.
Client Service Specialist
AT&T
Huntsville, AL
10.2020 - 02.2021
- Supported customer account resolution while maintaining accurate documentation and compliance standards.
- Assisted leadership with identifying process gaps and improving service workflows.
Customer Service Representative
AT&T
Huntsville, AL
09.2018 - 10.2020
- Managed high call volumes while maintaining service quality, documentation accuracy, and policy adherence.
- Developed strong customer communication and problem-solving skills in a metrics-driven environment.
Supervisor / Manager
World Class Renovations
Huntsville, AL
12.2014 - 09.2018
- Supervised field crews and day-to-day job site operations.
- Scheduled labor, assigned work, and monitored job progress to meet deadlines.
- Tracked payroll, managed customer payments, and handled basic budgeting responsibilities.
- Ensured job site organization, customer satisfaction, and adherence to work standards.
Education
Associate of Science -
Calhoun Community College
01.2019
High School Diploma -
Columbia High School
01.2014
Skills
- Site & Operations Management
- Team Leadership & Workforce Planning
- Safety, Quality & Compliance
- KPI & Performance Metrics
- Process Improvement & Standard Work
- Scheduling & Labor Management
- Cross-Functional Collaboration
- Reporting & Documentation
- Customer & Client Relations
Timeline
Team Member (Manufacturing Operations)
Mazda Toyota Manufacturing
01.2025 - Current
Manager, Call Center Operations (Customer Loyalty)
AT&T / DIRECTV
02.2021 - 01.2025
Client Service Specialist
AT&T
10.2020 - 02.2021
Customer Service Representative
AT&T
09.2018 - 10.2020
Supervisor / Manager
World Class Renovations
12.2014 - 09.2018
Associate of Science -
Calhoun Community College
High School Diploma -
Columbia High School