Fletcher Jones
El Paso,TX
Summary
Dynamic leader with a proven track record at AT&T, adept in strategic planning and data-driven decision-making. Excelled in enhancing customer relationships and operational excellence, achieving significant performance improvements. Skilled in teamwork and collaboration, fostering a culture of continuous learning and efficiency.
Overview
21
21
years of professional experience
Work History
Digital Senior Strategic Partner Manager
AT&T
01.2021 - 02.2024
- Played an instrumental role in driving partner-led sales opportunities by providing necessary support, information, and guidance throughout the sales cycle.
- Identified synergies between partner offerings and company products or services to create compelling value propositions for customers.
- Established clear communication channels with partners to ensure timely information exchange and efficient decision-making processes.
- Conducted comprehensive analyses of partner performance metrics, identifying areas for improvement and implementing corrective measures.
- Cultivated trust-based relationships with key decision-makers at partner organizations through transparent communications and consistent follow-through on commitments.
- Strengthened strategic partnerships by identifying and pursuing new business opportunities.
- Assisted in the development of annual partnership plans, outlining objectives, tactics, and performance indicators for successful collaborations.
- Facilitated the integration of partner solutions into company product offerings while maintaining seamless user experiences for customers.
- Maintained regular contact with partners through meetings or calls to discuss progress updates, challenges faced, or any emerging trends impacting the partnership landscape.
- Collaborated with cross-functional teams to align goals, streamline processes, and optimize resource utilization.
ISM Senior Vendor Manager
AT&T
09.2015 - 01.2021
- Was picked for original team of converting Direct TV over to AT&T for a seamless transition
- Focused on efficiency and productivity measures of different vendors to ensure the right ones were chosen for the success of the project of ISM the Integrated Service Model.
- Managed vendor performance to maximize profitability and achieve financial objectives.
- Reduced costs by identifying opportunities for consolidation of services and strategic partnerships with key suppliers.
- Enhanced supplier relationships by implementing effective communication strategies and conducting regular performance reviews.
- Led cross-functional project teams to evaluate new technologies and solutions for integration into the company''s supply chain strategy.
- Conducted thorough risk assessments for potential vendors, mitigating potential disruptions to operations from unreliable suppliers.
- Developed comprehensive vendor management policies, ensuring consistency in vendor selection, evaluation, and performance monitoring across the organization.
- Trained team members on best practices in vendor management, fostering a culture of continuous learning within the department.
- Championed vendor management best practices across the organization, promoting a culture of collaboration between internal teams and external partners for mutual success.
- Collaborated closely with legal counsel to ensure compliance with applicable regulations and industry standards in all contracts executed with vendors.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Created reports, presentations and other materials for executive staff.
Senior Vendor Manager
AT&T
07.2011 - 09.2015
- Managed vendor performance to maximize profitability and achieve financial objectives.
- Reduced costs by identifying opportunities for consolidation of services and strategic partnerships with key suppliers.
- Enhanced supplier relationships by implementing effective communication strategies and conducting regular performance reviews.
- Trained team members on best practices in vendor management, fostering a culture of continuous learning within the department.
- Championed vendor management best practices across the organization, promoting a culture of collaboration between internal teams and external partners for mutual success.
- Collaborated closely with legal counsel to ensure compliance with applicable regulations and industry standards in all contracts executed with vendors.
- Established clear performance metrics for vendors, enabling data-driven decision-making during supplier evaluations and negotiations.
- Implemented continuous improvement initiatives within the vendor management function, driving operational excellence throughout the organization.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
Customer Service Manager
AT&T
01.2005 - 07.2011
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Established team priorities, maintained schedules and monitored performance.
Subject Matter Expert
Southwestern Bell Telephone
08.2003 - 01.2005
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Collaborated with management to identify and prioritize new development concepts.
- Educated staff on organizational mission and goals to help employees achieve success.
Customer Retention Specialist
Southwestern Bell Telephone
11.2002 - 08.2003
- Championed a company-wide initiative focused on creating a culture of exceptional customer service delivery across all departments.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Bachelor of Science - Business Administration And Management
University of Phoenix
Tempe, AZ03.2024
Skills
- Data-driven decision-making
- Industry Expertise
- Customer Relationship Building
- Performance Improvement
- Operations Management
- Strategic Planning
- Performance Analysis
- Company processes and procedures
- Teamwork and Collaboration
- Team Leadership
- Decision-Making
- Effective leader
Timeline
Digital Senior Strategic Partner Manager
AT&T
01.2021 - 02.2024
ISM Senior Vendor Manager
AT&T
09.2015 - 01.2021
Senior Vendor Manager
AT&T
07.2011 - 09.2015
Customer Service Manager
AT&T
01.2005 - 07.2011
Subject Matter Expert
Southwestern Bell Telephone
08.2003 - 01.2005
Customer Retention Specialist
Southwestern Bell Telephone
11.2002 - 08.2003
Bachelor of Science - Business Administration And Management
University of Phoenix