Eric Dives
Chino HIlls,CA
Summary
A solution provider with over 30 years of highly successful experience and performance history in customer service, sales, operations management, business planning, account management, and call center operations. Management of personnel has been founded on proper recruiting, targeted selection, ongoing development, accountability to performance and ethical standards – to retain and continuously motivate the right employees. A dynamic leader with excellent organizational and communication skills and a proven track record in building customer loyalty and satisfaction with both large business and VIP clients. Ability to adapt and expand - both in scope and responsibilities – and deliver consistent, exceptional performance and results would be an asset to any firm or organization. Professional with strong leadership skills and proven track record in management. Expertise in strategic planning, financial analysis, and risk management. Effective team collaborator with focus on achieving results and adapting to changing needs. Known for reliability, integrity, and exceptional problem-solving abilities. Strategic Customer Experience Leader with strong background in driving business growth and operational excellence. Demonstrated success in leading cross-functional teams and implementing effective strategies. Proven ability to manage complex projects and optimize financial performance through analytical problem-solving and decision-making.
Overview
29
29
years of professional experience
Work History
Assistant Vice President, Mobility Business Customer Service
AT&T Mobility
01.2012 - Current
- Responsible for the Enterprise Mobility CRU customer service strategy for AT&T’s largest Fortune 1000 customers
- Developed, implemented and maintain dedicated, end-to-end customer service solutions for over 100 Enterprise Mobility accounts representing ~1M subscribers
- Created end-to-end customer support model inclusive of service provisioning, account maintenance, device/equipment upgrades and exchanges, warranty replacement, basic troubleshooting (with conferenced-in Tier 2 support), billing dispute and reconciliation, contract administration and customer profile management
- Through internal Tier 2 and Tier 3 teams, provide Network Fault Isolation and Triage Support for all on-boarded Advanced Solutions Help Desk customers – serving as the customer liaison and advocate to both AT&T and global carrier Network Operations
- Reduced Mean Time To Resolution on Network Tickets by >40% through process enhancements and up-skilling of in-house Technical Support Representatives
- Established a high-performance culture within the team by setting clear expectations and providing regular feedback on individual performance contributions.
- Established and directed successful programs focused on first contact resolution, eliminating customer satisfaction friction points and empowering frontline teammates to do what is right.
- Optimized resource allocation by analyzing operational needs, reallocating resources as needed to maximize efficiency across all functions.
- Oversaw change management initiatives, ensuring smooth transitions during periods of organizational restructuring or process improvements.
- Drove innovation by encouraging creative problem-solving among team members and staying abreast of industry trends and best practices.
- Improved employee retention rates through the development of comprehensive training programs and mentorship initiatives.
- Collaborated closely with executive leadership to align department goals with overall company objectives, resulting in stronger organizational cohesion.
Director, Enterprise Mobility Customer Care
AT&T
01.2007 - 01.2012
- Provide senior management support and direction for call center based teams, as well as management level program, project, and analyst teams in the AT&T Business Solutions Enterprise Mobility Customer Care (EMCC) organization
- Develop, implement, and oversee long-term planning and strategy for the organization that promotes improved customer satisfaction, reduced operating expense, maximizes resolution while minimizing defects, and contributes to the retention and improved job satisfaction of employees
- Launched and supported the following teams and all corresponding processes: Select Care (the first end-to-end customer experience solution within Mobility Care), Voice and Data Integrated Business Mobility Advanced Technical Support, Advanced Mobility Solutions Care
- AT&T Circle of Excellence Award Winner - 2008
Director, Business Customer Services
Cingular Wireless
01.2004 - 01.2006
- Responsible for execution of customer service in support of Fortune 100, 500, 1000 accounts, as well as all small business relationships
- Consolidated the support of all Cingular Wireless (legacy AT&T Wireless and legacy Cingular Wireless supported) business accounts into a common model and operation (reducing overall, combined OPEX by nearly $2M in 2005)
- Developed custom support model for several key Enterprise customers that directly contributed to customer contract renewals (and/or retention) based on enhanced touch points within business units
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
Manager, National Business Services
AT&T Wireless
01.1999 - 01.2004
- Managed one of three national contact centers committed to the customer support and retention of Enterprise and B2B customers
- Produced highest “single contact” results with external clients within organization for three straight years (2002-2004)
- Achieved and maintained highest “Leadership” Survey results within the Customer Services Organization (>90% favorable rating)
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Lead strategic planning and development of eBusiness support model
- AT&T Wireless Spirit of Excellence Award Winner - 2000, 2001, 2002, 2003
- AT&T Circle of Excellence Award Winner - 2001, 2003
Corporate Care Supervisor
LA Cellular
01.1999 - 12.1999
- In addition to supervisory responsibilities, was also directly responsible for Public Affairs Special Services desk for company’s highest profile media and government accounts and end users (including FBI, Los Angeles Police Department, Los Angeles County Sheriff’s Department, County of Los Angeles Board of Supervisors and Los Angeles City Council)
Major Account Relations Coordinator
LA Cellular
01.1996 - 12.1998
- Served as single point of contact for largest Enterprise and B2B accounts in Greater Los Angeles market
- Portfolio consisted of City of Los Angeles (Mayor’s Office, City Council, Police, Fire as well as the Department of Water & Power) as well as accounts within financial, transportation, and medical care industries
- LACTC President’s Club Award Winner - 1997, 1998
- LACTC Quality Award -1997, 1998
Education
Bachelor of Science - Business Administration
University of California
Riverside01.1994
Associate of Arts - Business Administration
Fullerton College
Fullerton, CA01.1992
Skills
- Customer Experience
- Customer Service Differentiation
- Client Advocacy
- Customer Service Solutions & Call Center Support
- Enterprise Account Management
- Six Sigma - LEAN Process Improvement
- Decision Making & Judgment
- Strategic Planning
- Teamwork and Collaboration
- Desktops, Laptops, and Mobile Devices
- Financial Oversight
Candidate
Eric D. Dives, AT&T Mobility, Assistant Vice President, Business Customer Service, 01/01/12, Present, Assistant Vice President, Mobility Business Customer Service, AT&T, 01/01/12, Present, Responsible for the Enterprise Mobility CRU customer service strategy for AT&T’s largest Fortune 1000 customers., Developed, implemented and maintain dedicated, end-to-end customer service solutions for over 100 Enterprise Mobility accounts representing ~850k subscribers., Created 24 X 7 operational help desk support for Mobility Advanced Solutions., Director, Enterprise Mobility Customer Care, AT&T, 01/01/07, 12/31/12, Provided senior management support and direction for call center based teams., Launched and supported the Select Care customer experience solution., Director, Business Customer Services, Cingular Wireless, 01/01/04, 12/31/06, Responsible for the execution of customer service in support of Fortune 100, 500, 1000 accounts., Consolidated support of all Cingular Wireless business accounts., Manager, National Business Services, AT&T Wireless, 01/01/99, 12/31/04, Managed one of three national contact centers., Produced highest 'single contact' results for three straight years., Corporate Care Supervisor, LA Cellular, 01/01/99, 12/31/99, Responsible for Public Affairs Special Services desk for high-profile accounts., Major Account Relations Coordinator, LA Cellular, 01/01/96, 12/31/98, Served as the single point of contact for largest Enterprise and B2B accounts., University of California, Bachelor of Science, Business Administration, 01/01/94, Fullerton College, Associate of Arts, Business Administration, 01/01/92, World-class Enterprise Mobility Customer Experience, 24 X 7 Enterprise Mobility Help Desk Technical Support, Exceptional service as the Enterprise Client Advocate, Deliver extraordinary Domestic & Global Customer Service Solutions, Proven excellence in Enterprise Account Management, Six Sigma and LEAN Process Improvement, Call Center Maintenance/Reporting/Standardization, Customer Profile Database Development and Maintenance, Contract Administration, B2B Sales and Operations, Retail Management, Sales and Operations, AT&T Leading with Distinction General Manager participant (2008-2016), University of Southern California, Marshall School of Business – Executive Education (ongoing), AT&T University Leadership & Professional Skills Development (ongoing), AT&T Mobility & Business CS Leadership Skills Certification (2015), AT&T Six Sigma Yellow & Orange Belt certified (2010-2011), Enterprise Client Sponsored LEAN Six Sigma training (2009), I am available and committed to fully support the AT&T FirstNet program team.
Timeline
Assistant Vice President, Mobility Business Customer Service
AT&T Mobility
01.2012 - Current
Director, Enterprise Mobility Customer Care
AT&T
01.2007 - 01.2012
Director, Business Customer Services
Cingular Wireless
01.2004 - 01.2006
Manager, National Business Services
AT&T Wireless
01.1999 - 01.2004
Corporate Care Supervisor
LA Cellular
01.1999 - 12.1999
Major Account Relations Coordinator
LA Cellular
01.1996 - 12.1998
Bachelor of Science - Business Administration
University of California
Associate of Arts - Business Administration
Fullerton College
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