Hi, I’m
Reuben Sanders
Corona,CA
Summary
Results oriented senior professional with a track record of successfully executing strategic initiatives, projects, and process optimizations in support of business imperatives. Recognized for ability to proactively identify inefficiencies and implement technological solutions designed to enhance productivity, reduce expenditures, and mitigate risks. Adept at managing high performing, multi-disciplinary teams towards timely execution of projects in accordance with defined scope, budget, and timeline. Actively seeking a role in which areas of expertise will be utilized to support organizational objectives.
Overview
25
years of professional experience
1
Certificate
Work History
AT&T FirstNet TeamCerritos, CA
FirstNet On-Boarding Manager
01.2018 - Current
Job overview
- Serves as the key contact at point of intake on a 24 x 7 basis and is charged with resolving customer issues with the independent authority to escalate to whatever level as necessary to expeditiously resolve customer complaints
- Use online tools and various systems to extract, analyze and customize data for stewardship reports that include provisioning, account maintenance, and billing disputes for customer resolution
- Responsible for bringing resolution to customer issues, by engaging other departments and being a champion to provide status reports back to customers and leadership
- Develops and maintains customer specific service guides that provides the customer and AT&T a guide to doing business together
- Develop and implement comprehensive program to minimize churn; provide rate plan analysis and recommendations based upon customer request.
AT&T Technology DevelopmentEl Segundo, CA
Direct TV Sr. Software Delivery SCRUM Master
01.2016 - 01.2018
Job overview
- Served as Scrum Master/TSM/ Project Manager with responsibility for overseeing the entire lifecycle of software or system and application development in accordance with customer experience enhancement objectives
- SCRUM master/TSM with oversight for supporting, improving processes, for application implementation utilizing various tool deployment, and agile methodology including UAT testing
- Responsible for managing a multitude of projects/programs of various complexity levels and scopes simultaneously across several regions, functions, and business units
- Conduct daily stand-up meetings with key project members to review progress and identify any roadblocks needing attention on the DTV Legacy LPM project.
AT&T Construction & Engineering Network OperationsTustin, CA
Sr. Tech-Project Manager Equipment Control Team
06.2013 - 01.2016
Job overview
- Leveraged technical expertise to provide guidance and direction to internal and external stakeholders, including project/program teams across multiple organizations, suppliers, and vendors
- Compiled detailed work estimates, project plans, completion timeline, cost estimates, and site build implementation status reports
- Identified $470K antenna oversight because of mishandled AT&T owned assets by a TV (Turf Vendor) partner that was non-SOX /OSHA compliant and did not adhere to AT&T EH&S protocols
- Served as lead Project Manager on the LA market burn down project, resulting in reduction of overall spend on excess antennas and $1.8M in organizational cost savings.
AT&T Mobility Corporate Sales OperationsCerritos, CA
Sales Operations Mgr. All-te Mergers & Acquisition
01.2013 - 06.2013
Job overview
- Managed special project in which former Alltel retail locations and employees were integrated into AT&T systems, services, and organizational culture
- Executed the entire scope of the onboarding process, including Cingle-Point system account development, backend code creation, personnel hierarchy establishment, business license request submission, and employee to location linkage
- Designed and implemented advanced backend coding on-boarding request process for employee hierarchy system and employee-to-location linkage; process reduced onboarding timeline from 2 months to 3 weeks
- Regularly identified and addressed process deficiencies, resulting in a 7% savings on the departmental capital budget after implementation of a cost containment initiative.
AT&T Mobility Corporate Real Estate Atlanta, GA
Project Execution Store Initialization Manager
01.2011 - 01.2013
Job overview
- Tasked with opening COR stores in adherence with organizational operational procedures, necessitating ongoing partnership with key stakeholders and strategic partners
- Scope of responsibility extended to overseeing the COR/dealer store turnover process and ensuring alignment with AT&T store design and brand standards
- Effectively trained personnel and implemented advanced operational processes, resulting in 18% improvement of SOX audit /OSHA Compliance operations in the western and northeast regions as well as organizational recognition with the Service Excellence Award
- Nominated by Chapter President for Executive Committee Member (ECM) to serve on Pioneers Pacific Chapter.
AT&T Interactive / Yellow PagesGlendale, CA
Vendor Business Operations Manager
01.2008 - 01.2011
Job overview
- Spearheaded strategic product marketing initiatives designed to drive revenue generation, enhance brand awareness, and position the organization as a leader amongst competitors
- Cultivated partnerships with internal and external leadership channels to increase cross-platform revenue growth and business development opportunities
- Enhanced customer experience and overall satisfaction through the implementation of a tracking system utilized to streamline sales cycle procedures
- Provided weekly post log reports on investigations of any client concerns regarding campaign optimization.
AT&T Wire-lineLos Angeles, CA
Retail Broadband Sales Manager
01.2006 - 01.2008
Job overview
- Leveraged knowledge of product specifications and sales methodology to train COR, National Retail Distribution Channels, including Best Buy, Radio Shack, Comp USA, & Walmart, and vendor sales representatives
- Tasked with managing the performance of third-party vendor teams of Indirect Dealers/ D2D/ACC and ensuring adherence to sales quotas and service objectives
- Developed and implemented creative marketing strategies utilized by the sales team, enabling representatives to regularly exceed goals
- Received 'Going from Good to Great' award in recognition of driving highest annual sales with a 32% quarterly increase on average.
AT&T Mobility Business Customer CareCerritos, CA
Global Business Customer Care Manager
01.2005 - 01.2006
Job overview
- Provided a cohesive scope of client centric service while simultaneously identifying business development opportunities within the portfolios of high value customers including Disney, Yahoo, Broadcom, and Corinthian Colleges
- Developed and disseminated enterprise-wide stewardship reports as well as detailed account status and performance reports for clients
- Used online tools to extract, analyze and customize data for stewardship reports that include provisioning, maintenance, and billing items
- Grew portfolio from $1.8M-$2.3M in annual revenue in support of organizational revenue generation objectives.
AT&T Mobility Cross Channel Controls AnalystCerritos, CA
National Core Retail Auditor
01.2003 - 01.2005
Job overview
- Minimized organizational profit loss by conducting root cause analysis on multiple business controls processes to identify instances of fraud
- Conducted on-site internal audits and facilitated trainings designed to ensure execution of tasks in accordance with organizational standards
- Supported key business imperatives by delivering training and utilizing proper coding techniques, resulting in a 37% profit increase in 9 districts
- Successfully implemented a tiered level approval process that reduced crediting abuse in the LA VPGM region.
AT&T MobilityCerritos, CA
Retail Operations Manager
01.2001 - 01.2003
Job overview
- Only ROM supported two districts simultaneously while improving both areas auditing scores by 48%
- Improved two districts overall auditing scores through facilitation and documentation of business requirements for COR stores by 54% and 41% respectively
- Lead marketing teams on 7 new store openings within the LA/VPGM market through training retail personnel on systems, policy and procedures and employee management
- Increased overall profit margins by 27% within two districts simultaneously through effective training methods.
AT&T MobilityAnaheim, CA
Customer Care Call Center Supervisor
01.2000 - 01.2001
Job overview
- Only supervisor to have the lowest national call center metrics for two consecutive quarters
- Improved protocols for testing call performance around CHT and QCT measurements
- Consistently rated in top 1% companywide customer satisfaction direct survey client measurements
- Instrumental Red Hat Support on successful execution of 5 separate company transitional market conversions from AT&T acquisitions.
Education
University of California Los Angeles (UCLA)
Bachelor of Science from Management / Accounting & Finance
University Overview
Six Sigma Quality Management Systems Certified
Skills
- Strategic & Consultative Sales
- Logistics/Inventory Management
- Quality Control/Assurance
- Fraud Discovery/Prevention
- Vendor Management
- EH&S/OSHA SME
- Profit & Loss
- Market Trend Analysis
- Marketing & Branding
- Client Relationship Cultivation
- Budgeting & Forecasting
- Training & Facilitation
Certification
- Project Agile Program / Project Management
- Powerful Presentation Skills/Corporate Speaking Development Seminar
- Achieving Extraordinary Customer Relations Seminar
- Inside Out Coaching for Managers
Timeline
FirstNet On-Boarding Manager
AT&T FirstNet Team
01.2018 - Current
Direct TV Sr. Software Delivery SCRUM Master
AT&T Technology Development
01.2016 - 01.2018
Sr. Tech-Project Manager Equipment Control Team
AT&T Construction & Engineering Network Operations
06.2013 - 01.2016
Sales Operations Mgr. All-te Mergers & Acquisition
AT&T Mobility Corporate Sales Operations
01.2013 - 06.2013
Project Execution Store Initialization Manager
AT&T Mobility Corporate Real Estate
01.2011 - 01.2013
Vendor Business Operations Manager
AT&T Interactive / Yellow Pages
01.2008 - 01.2011
Retail Broadband Sales Manager
AT&T Wire-line
01.2006 - 01.2008
Global Business Customer Care Manager
AT&T Mobility Business Customer Care
01.2005 - 01.2006
National Core Retail Auditor
AT&T Mobility Cross Channel Controls Analyst
01.2003 - 01.2005
Retail Operations Manager
AT&T Mobility
01.2001 - 01.2003
Customer Care Call Center Supervisor
AT&T Mobility
01.2000 - 01.2001
University of California Los Angeles (UCLA)
Bachelor of Science from Management / Accounting & Finance
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