Justin M. Phillips

In-place promotion from previous role

• Performed analysis on Post NBA removal WFE Factory reset. Demonstrated 2k basis points reduction in dispatch rate
• Performed analysis of proactive resolution contacts for repeats into Care and Dispatch as validation for core team analysis
• Performed initial analysis of Free WiFi extender trial
• Took over final measurements of 7342 OLT software migrations
• Designed logic to measure impact of 7360 OLT ISA 5.8.02k FFA software migrations
• Measured self-help troubleshooting step completion for Smart Home Manager sessions for multiple recommended resolutions - Findings helped core team determine customer pain points in troubleshooting screens
• Assisted core team with measuring repeat rates for WFE Key Word Search trial
• Measured Fiber Customer Self Install rate of dispatch in new 90 day warranty window (excluding <=7 day new installs). Demonstrated no meaningful impact to rate of dispatches for these customers.
• WFE Deployment Metrics Automation - Programmatic capture of WFE workflow metrics to measure workflow performance
• Designed Python Script to automate the import of iTrac items into WFE Intake Share Point for project tracking
• Solutioned for a desktop icon that automatically plays the current Care Connection leadership videos on agents HVD

• Quality control and process improvement for U-verse Care.
• Lead design of U-verse Network Outage Board
• Designed and deployed automation for reporting for various projects
• Designed analysis for trial efforts in SOS and Incubation space
• Performed deep dive analysis for U-verse SOS customer contacts to identify gaps in agent processes and behavior
• Created ad-hoc and automated reports to identify trending in call drivers and repeat rates
• Partnered with core reporting teams to define and establish U-verse SOS metrics for scorecard results

• Social Media Support representative fielding issues for U-verse members.
• Email based support for members with issues covering all facets of U-verse customer care.
• Partnered with Social Media Managers for technical issues
• Designed and prepared metrics and performance reports for specialty teams
• Designed and built ad-hoc reports for specialty teams deliverables utilizing EDW/Teradata

• Served as Fiber to the Premises Single Point of Contact (FTTP SPOC) team lead providing improvements to process and documentation which allowed for 44% reduction in head count with no impact to grade of service.
• Partnered with U-verse Network Operations Center to stream-line engagement process and requirements reducing invalid escalations and handle time.
• Prepared decks/reports (Excel and PowerPoint) for FTTP SPOC Team performance and prepared ad-hoc reports for various U-verse deliverables utilizing EDW/Teradata.
• Partnered with Project Management, AT&T Connected Communities, BBNMS, and Network Operations Center to support trial conversions for South East region Ericsson BLM platform deployment.
• Established and maintained Jasper BI reporting server providing automated reports and online self-service reporting. Reduced turn-around for reports from days to minutes.
• Wrote educational and procedural documentation for U-verse FTTP SPOC team.
• Initiated and lead proactive database and provisioning clean-up project for legacy POTS service (SOLID and EMS). Project resulted in 22% reduction in order fall-out in 3 months.
• Lead development of single documentation location for FTTP SPOC team.

• Served as Team Lead and SME for OMA SPOC team handling escalations up to and including Office of the President complaints
• Partnered with Telcordia on M&P creation, redesign and consolidation (AFSS)
• Partnered with Infosys Off-shore Leads – Train the Trainer sessions to prepare for center roll-out of 60+ agents
• Established documentation and work tracking practices for OMA SPOC team
• Regularly partnered with multiple U-verse groups for resolution of ordering issues
• Performed testing for launch of BBNMS and assisted with creation of M&P’s and best practice/job aide documentation utilized by 600+ initial users