Mark Linthicum
Rockwall,TX
Summary
Strategic leader with 21 years of experience in Mobility, Entertainment, Consumer, and Care business units. Developed and implemented innovative strategies and solutions leveraging advanced technologies and project management expertise. Collaborated across functions to build partnerships that drive successful initiatives. Seeking to leverage skills in leadership roles within targeted areas.
Overview
21
21
years of professional experience
Work History
AVP Call Center Strategy, Sales & Workforce
DIRECTV
05.2020 - 10.2023
- Led a team to execute the company’s video goals through DIRECTV Direct Sales call centers, Outbound Telemarketing call centers, and AT&T call centers.
- Developed and implemented strategy to transition from internal Direct Sales centers to vendor centers -$21M annual savings
- Drive policies, processes, and tools to improve company efficiency and eliminate seller and customer friction points throughout the sales process of Video and Broadband products
- Executed analysis, research, and solution development for DIRECTV direct sales and AT&T call centers
- Drove policies and processes to enhance company efficiency and reduce seller and customer friction points in sales process for video and broadband products
Director Sales Operations & Transformation
AT&T
11.2018 - 05.2020
- Led strategy and implementation of Intelligent Call Routing which resulted in $48.0M revenue increase thru sales LTV
- Implemented consolidation of offline call center work, KPI development and process improvement delivering Improved customer experience and $18M savings
- Project managed AT&T TV and HBO Max strategy across all consumer call center lines, enhancing operational alignment and service delivery
- Consolidated offline call center work, developed KPIs, and improved processes to enhance customer experience and achieve $18M savings
Director Call Center, Vendor Management
AT&T
06.2017 - 11.2018
- Directed and managed consumer sales and service center activities across multiple geographic locations, ensuring alignment with strategic goals
- Implemented performance initiatives and provided leadership status reports, adjusting tactical approaches based on identified performance needs
- Developed a sought-after team culture in consumer care management, achieving top eNPS scores
Director Call Center
AT&T Customer Care
01.2013 - 01.2018
Area Manager Call Center
AT&T Customer Care
01.2005 - 01.2013
Team Manager Call Center
AT&T Wireless Customer Care
01.2003 - 01.2005
Education
Bachelor of Science - Management and Leadership Human Resource Development
Virginia Intermont College
Bristol, VASkills
- Sales Execution
- Project Management
- Budget Management
- Performance Management
- Data Analysis
- Process Improvements
- Strategic Perspective
- Organizational Improvement
- Customer Service/Loyalty
- Recruiting and hiring
- Issue resolution
- Talent acquisition
- Operational Strategy
- Written & Oral Communication
- Marketing Support
Personal Information
Title: Strategic Planning / Business Growth / Relationship Management
Timeline
AVP Call Center Strategy, Sales & Workforce
DIRECTV
05.2020 - 10.2023
Director Sales Operations & Transformation
AT&T
11.2018 - 05.2020
Director Call Center, Vendor Management
AT&T
06.2017 - 11.2018
Director Call Center
AT&T Customer Care
01.2013 - 01.2018
Area Manager Call Center
AT&T Customer Care
01.2005 - 01.2013
Team Manager Call Center
AT&T Wireless Customer Care
01.2003 - 01.2005
Bachelor of Science - Management and Leadership Human Resource Development
Virginia Intermont College