Devin Bailey
Okmulgee
Summary
Results-driven call center professional with 7+ years of high-performance experience at AT&T specializing in escalations, customer resolution, and operational support in fast-paced, metrics-driven environments. Background in assisting leadership with support, team coordination, and new-hire training. Selected for AT&T’s competitive 2025 Emerge Leadership Program. Ready to contribute strong analytical skills, customer expertise, and leadership capability in a management position.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Premier Service Consultant
AT&T
12.2018 - Current
- Analyzed customer needs and recommended tailored service plans and solutions to enhance satisfaction levels.
- Addressed complex customer inquiries by employing advanced problem-solving techniques and communication skills.
- Supported supervisors by assisting with new-hire training, side-by-sides, and policy reinforcement during onboarding and high-volume periods.
- Provided workflow guidance to peers, answering system, product, and policy questions to help maintain daily team productivity.
- Collaborated with cross-functional teams to streamline service delivery processes and improve department efficiency.
- Partnered with Billing, Fraud, Technical Support, and other departments to resolve multi-layered customer issues requiring collaboration.
- Strengthened customer retention through empathetic communication, expectation management, and solution-focused problem solving.
Marketer
MEDI-SERV
08.2017 - 12.2018
- Cultivated business relationships with potential referral sources and client/patients.
- Conducted marketing research of competitors to evaluate revenue potential of new product lines and services.
- Ensured the implementation of processes to measure, assess, and improve the performance of the sales and marketing department.
- Ensured compliance of applicable laws and regulations to ensure the department meets or exceeds accreditation standards.
Education
Associate of Arts - Communications
Tulsa Community College
Tulsa, OK05-2027
Skills
● Escalation Management
● Team support and Training Assistance with new hires
● Customer Experience Strategy
● Strategic Communication
● Customer Resolution
● Quality & Compliance Assurance
● Analytical Problem-Solving
● Cross-Functional Collaboration
● High-Volume Case Management
Accomplishments
Emerge Program 2025: Career/leadership development program
Certification
Influence Skills for Leaders and Managers
Professional Networking for Career Starters
Strategic Thinking
Timeline
Premier Service Consultant
AT&T
12.2018 - Current
Marketer
MEDI-SERV
08.2017 - 12.2018
Associate of Arts - Communications
Tulsa Community College