Felicia Marshall
Newark,NJ
Summary
Accomplished leader with extensive experience at AT&T, specializing in operations management and strategic business planning. Excelled in enhancing customer satisfaction and optimizing business operations through data-driven decision-making and effective team building. Demonstrated proficiency in managing large teams and fostering strategic vendor partnerships, achieving significant organizational objectives.
Overview
31
31
years of professional experience
Work History
Principal Business Operations Analyst
AT&T Mid Markets Sales
Paramus, NJ
07.2022 - Current
- Creating/Managing Compensation Policy
- Maintaining Sales Product Lists
- Compensation Governance
- Change Control Board
- Compensation Appeal and Review Board Process (CRB)
- Oversee & Maintain Compensation Sharepoint site
- Alignment and Continuity of compensation strategy and systems transformation
- Create training programs for sales teams to improve their skill and knowledge enabling them to effectively track sales
- Work together with senior management on strategic initiatives focused on enhancing processes and refining compensation structure
- Develop process improvement strategies to optimize business operations, increasing efficiency and simplifying compensation
- Manage complex projects and initiatives to achieve organizational objectives, leveraging strong problem-solving and analytical skills
- Promote effective communication between stakeholders by creating project plans and schedules
Lead Market Development Manager
AT&T Mid-Markets Sales
Paramus, NJ
08.2020 - 07.2022
- Liaison for all things Mobility Sales Execution
- Partnered with sales leadership on segment strategy development, implementation and improving sales effectiveness/go to market strategies
- Managed the process of prioritizing field intake requests to enhance our competitive position in the market
- Provided communication updates, data insight analysis, and resolved partner channel obstacles (i.e., Job Aids, ad hoc training, etc.)
- Responsible for Mobility Execution projects
Director - Call Center
AT&T National Business Business Customer Sales & Service
Paramus, NJ
01.2014 - 08.2020
- Managed the internal call centers for Business Customer Sales & Service in Paramus, NJ; Cerritos, CA; Bothell, Washington; Lafayette, LA; Fort Wayne, IN & Greensboro, NC (Satellite Team)
- Client/Vendor relationship management: Supervised external vendor call centers in Bethlehem, PA; Quezon City & Alorica, Philippines
- Oversee management of vendor relationships, analyze quality metrics and KPI’s, identify process gaps, and drive continuous improvements to enhance the customer experience, resulting in improved customer satisfaction scores
- Promoted the culture of the Leadership Academy by ensuring all managers offer appropriate coaching to enhance performance and maintain our customer's experience
- Engaged in the creation of long-term business plans for BCS&S: focused on performance metrics, staffing, budget, experience, etc
- Created solutions for essential processes and took ownership for outcomes of Continuous Improvement initiatives
- Ensured annual budgets, schedules and performance standards align with departmental and company requirements
- Fostered alignment and collaboration with Enterprise Sales, Global Customer Services organizations to guarantee consistency and ongoing improvement; leveraged best practices and efficiencies
- Served as a coach and mentor to all team members (Management & Bargained Employees) to achieve goals
- Establish and execute strategies aimed at enhancing performance; collaborate with peers and support managers to ensure uniformity across National Business Services
- Developed relationships and worked with our Customer Experience team to effectively implement and manage call center operations; assess and optimize operational processes
- Collaborate with various support teams to track performance and drive efficiencies for multiple care teams
- Determine continuous training requirements and partner with T-University to coordinate delivery
- Collaborate with peers to assess effectiveness and offer feedback regarding quality standards
- Monitored productivity, quality, and performance results on a regular basis
- Collaborate with Labor and CWA leadership to foster a positive working relationship for all call center employees across all Labor contracts
Education
Bachelor Of Science (B.S.) - Telecommunications
Morgan State University
Baltimore, MDSkills
- Proficient in Leading Large Teams
- Communication
- Operations management
- Call center technologies
- Forward-Thinking Strategy
- Data-Driven Decision-Making
- Strategic Business Planning
- Workflow Optimization
- Effective Team Building
- Staff Development
- Strategic Vendor Partnerships
- Manage Collaborative Relationships
- Commitment to Accountability
- Customer service focus
Accomplishments
· Recipient of various employee awards for leadership and performance
· Process Improvement recgonition
· Call center customer satisfaction awards (Voice, Offline and Chat)
· Innovator award for creating new hire training for newly implemented Chat teams
Additional Work Experience
- Associate Director – Call Center
- Senior Area Manager
- Call Center Area Manager
- Call Center Team Leader
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Principal Business Operations Analyst
AT&T Mid Markets Sales
07.2022 - Current
Lead Market Development Manager
AT&T Mid-Markets Sales
08.2020 - 07.2022
Director - Call Center
AT&T National Business Business Customer Sales & Service
01.2014 - 08.2020
Bachelor Of Science (B.S.) - Telecommunications
Morgan State University
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