Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Timeline
Generic
Regina Nicolas

Regina Nicolas

Schertz,TX

Summary

Multi-talented Associate Director applies 25 years of experience in Mass Markets operations. Manages diverse business areas with eye for efficiency and quality. Excellent team leader and analytical problem-solver.

Overview

25
25
years of professional experience

Work History

Associate Director - Quality and M&P

AT&T
San Antonio, TX
01.2015 - Current
  • Developed team atmosphere to drive supportive and productive work environment.
  • Developed training programs for existing staff members as well as new hires.
  • Participated actively in decision making processes at a high level within the organization.
  • Identified opportunities for improvement in processes, procedures, systems and services.
  • Established key performance indicators which were tracked regularly against set targets.
  • Participated in staff meetings, working groups or task forces to implement strategic initiatives.
  • Oversaw day-to-day operations of the organization including personnel management, program development and implementation.
  • Innovated methods to create efficiencies, improving associate and customer experience.
  • Coordinated with other departments to ensure successful completion of projects within established timelines and budgets.
  • Developed strategies to align program or project scope with objectives.
  • Implemented innovative solutions for difficult problems encountered by the department.
  • Evaluated performance of subordinates through regular feedback sessions and annual reviews.
  • Engaged in ongoing professional development by attending seminars or conferences.
  • Provided guidance and support to staff in order to maximize their performance.
  • Conducted regular meetings with staff members to review progress on goals and objectives.
  • Developed and implemented strategies to increase organizational effectiveness and efficiency.
  • Met with stakeholders to address issues and implement solutions.
  • Directed special projects and daily operations.
  • Coached and guided direct reports on day-to-day operations and company policies and procedures.

Sr. Quality and M&P Author

AT&T
Atlanta, GA
01.2007 - 01.2015
  • Interacted with editors to address feedback and make necessary changes to content.
  • Researched and edited content to ensure accuracy and quality of work.
  • Managed multiple writing projects simultaneously while meeting deadlines.
  • Proofread content before submission to ensure accuracy of facts, grammar, spelling, punctuation.
  • Researched relevant topics thoroughly using both primary sources and secondary sources.
  • Worked closely with development to align documentation and development processes.
  • Reviewed submissions from other authors prior to publication in order to provide constructive feedback.
  • Collaborated with design teams to create visual elements that complemented written material.
  • Managed web content by configuring links, texts and images following automated workflow.
  • Used Dreamweaver and Photoshop to update company website content, including contact information, articles and services.
  • Applied strong writing, editing and proofreading abilities to each assignment to produce best possible content.

Training and M&P

AT&T Mobility
Lubbock, TX
01.2002 - 01.2015
  • Developed and implemented a comprehensive onboarding program for new hires.
  • Organized team building activities to foster collaboration among newly hired personnel.
  • Evaluated existing systems and processes used within the organization's onboarding program.
  • Researched best practices in employee onboarding programs and suggested improvements as necessary.
  • Identified areas where additional training was needed and developed plans to address them accordingly.
  • Collaborated with managers on individualized learning plans for each new hire to ensure success in their role.
  • Addressed questions or concerns raised by participants regarding the onboarding process.
  • Provided ongoing coaching and feedback on performance issues arising from new hires.
  • Advised supervisors on how to effectively coach and mentor new employees during their transition period.
  • Created and offered additional materials to enhance training.
  • Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.

Customer Service Representative

AT&T Mobility
San Antonio, TX
01.1999 - 01.2002
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.

Education

Some College (No Degree) - Early Childhood Special Education

The University of Texas At San Antonio
San Antonio, TX

Skills

  • Strategic Leadership
  • Technical Implementation
  • Budget Management
  • Crisis Management
  • Process Improvement
  • Project Management
  • Program Development
  • Hiring and Training
  • Decision-Making
  • Administrative Support
  • Performance Evaluations
  • Public Speaking
  • Operations Management
  • Onboarding and Training
  • Work Planning and Prioritization
  • Relationship Building
  • Team Collaboration and Leadership
  • Analytical Thinking
  • Organizational Development
  • Coaching and Mentoring

Affiliations

  • Jazzercise instructor
  • Yoga instructor

Accomplishments

  • Service Excellence and Summit award winner X2
  • Top performer year-to-year

Timeline

Associate Director - Quality and M&P

AT&T
01.2015 - Current

Sr. Quality and M&P Author

AT&T
01.2007 - 01.2015

Training and M&P

AT&T Mobility
01.2002 - 01.2015

Customer Service Representative

AT&T Mobility
01.1999 - 01.2002

Some College (No Degree) - Early Childhood Special Education

The University of Texas At San Antonio

Similar Profiles

CREATE PROFILE
Regina Nicolas