Summary
Overview
Work History
Education
Skills
Travel Abroad
Certification
Software
Additional Information
Timeline
Hi, I’m

HEATHER S. GATEWOOD

Program Manager
San Marcos,TX
HEATHER S. GATEWOOD

Summary

Ruthlessly efficient, optimistic, and collaborative leader with 23 years of expertise in business and communications. Strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Talented professional considered knowledgeable and dedicated problem solver with excellent customer relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success by driving customer loyalty through friendly and skilled support.

Overview

23
years of professional experience
6
years of post-secondary education
1
Certificate

Work History

AT&T Consulting
Austin, TX

STATE OF TEXAS PROGRAM MANAGER
09.2012 - Current

Job overview

  • Head point of Contact for the State of Texas contract with AT&T $1B in revenue responsible for contractual requirements with DIR, Department of Information Resources daily, weekly and monthly
  • Operations control of weekly branch meetings for VP of ATT Sales to bridge together Sales, Operations, Consulting and Support teams weekly
  • Created and Managed now Annual State of Texas Marketing Educational Event directed to CIO, CTOs of all of State of Texas Agencies. Each year these events are successful in participation, positive feedback and sales
  • Coached team members on productivity strategies to accomplish challenging goals; regularly devised creative solutions to critical customer and user needs
  • Managed multiple strategic projects with numerous sub-projects or workstreams

AT&T Mobility
Austin, TX

SIGNATURE CLIENT MOBILITY SERVICE MANAGER
01.2004 - 09.2012

Job overview

  • Handled Portfolio of Fortune 500 Telecom Businesses by taking ownership of issues and using effective decision making, critical thinking and time management skills.
  • Took ownership of customer issues and followed problems through to resolution.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Created customer support strategies to increase customer retention.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.

AT&T Wireless
Austin, TX

TELECOM CALL CENTER SPECIALIST
10.1999 - 08.2000

Job overview

  • Support customer service calls in fast paced, high volume call center
  • Focused efforts on discovering customer needs, services or resources to fulfill customers' requests
  • Keen ability to handle escalated customers quite effectively, while keeping call times down and customers loyalty
  • Normal timeframe in position is at minimum 12 months, was promoted at 10 months due to innate ability to show leadership by mentoring and supporting internal co-workers and teams

Education

George Washington University

Project Management Certification
01.2006 - 07.2006

University Overview

Texas State University
San Marcos, TX

Bachelor of Arts from Psychology, Business
08.1990 - 05.1996

University Overview

Skills

    Program Management

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Travel Abroad

Travel Abroad

Traveled Internationally for 26 years.

Lived Abroad in Sicily, Italy for 12 months.

Being immersed in new cultures I gained experience

and skills in communications, negotiation, leadership,

problem-solving, organization and budgeting.

Certification

Project Management Certified George Washington University

Software

Excel and VBA

Service Now

Project Management

Additional Information

Additional Information
  • AT&T award from Sales Center VP, George Spencer II for creation of successful annual State of Texas Educational Marketing Events.
  • Circle of Excellence Achiever for superior service given annually to only 100 AT&T employees. Award was an honorable 1 week paid vacation with 99 other Circle of Excellence AT&T employees.
  • Spirit of Excellence and Moments of Excellence awards annually for 23 years from internal co-workers, 30+ received for assistance to anyone for anything they needed help in achieving.
  • Repeated customer accolades for professional and outstanding service to their accounts, to include CIO and Directors of Fortune 500 companies I handled their business each year.
  • Gold Club Achievement.
  • Above & Beyond awards from Management for exemplary customer service.

Timeline

STATE OF TEXAS PROGRAM MANAGER
AT&T Consulting
09.2012 - Current
George Washington University
Project Management Certification
01.2006 - 07.2006
SIGNATURE CLIENT MOBILITY SERVICE MANAGER
AT&T Mobility
01.2004 - 09.2012
TELECOM CALL CENTER SPECIALIST
AT&T Wireless
10.1999 - 08.2000
Texas State University
Bachelor of Arts from Psychology, Business
08.1990 - 05.1996

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HEATHER S. GATEWOODProgram Manager