Samuel Way
Brown Deer,WI
Summary
Strong leader, problem-solver, and motivated professional with 20+ years of experience, dedicated to winning customer loyalty and resolving complex issues, while streamlining operations to decrease costs and promote organizational efficiency. Uses independent and collaborative decision-making skills and sound judgment to positively impact company success.
Overview
23
23
years of professional experience
Work History
Area Manager - Customer Services
Wisconsin Bell Telephone/AT&T
01.2017 - 12.2021
- Directed order writing and processing activities of approximately 85 CWA and 6 management employees, supporting Midwest and Southwest region business customers.
- Followed through with client requests to resolve problems, helping to ensure customer order delivery satisfaction and loyalty.
- Followed through with client requests to resolve problems
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structure.
- Established annual individual and team productivity workflow metrics to meet or exceed quality service goals, based on acquired industry expertise.
- Established biannual shift staffing requirements to ensure operational efficiency in support of customer demand volume and quality needs.
- Evaluated management employee performance and conveyed constructive feedback to improve skills.
- Collaboratively defined and communicated clear metrics and objectives to other team members.
- Recruited, interviewed and hired management employees and conducted monthly one-on-one dialog with all direct reports to provide constructive feedback and coaching.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Area Manager - Customer Support
Michigan Bell Telephone/SBC-AT&T
12.2007 - 01.2017
- Directed order writing and processing activities of approximately 50 CWA and 4 management employees, supporting Midwest region business customers.
- Partnered with field operations and sales and service departments to discuss process and service delivery improvements based on customer and sales feedback.
- Elevated customer satisfaction and loyalty by coordinating and following through with satisfactory resolution of customer issues.
- Motivated, coached, and mentored employees to overcome challenges and achieve goals to boost efficiency and quality customer experience.
- Identified process improvement opportunities to reduce inconsistencies and drive customer satisfaction and corporate operational efficiency.
- Reviewed customer survey feedback to help understand and identify and implement improvement opportunities enhancing customer experience.
- Drove change and improvement of customer experience by identifying enhancements and forwarding suggestions and/or progress to senior leadership.
- Corrected customer order inconsistencies to support accounting with accurate financial reports.
- Audited interregional customer support procedures and collaborated with peers to achieve standardization across centers, where possible.
- Coached and promoted high-achieving service representatives and management employees to fill leadership positions with qualified st
Area Manager - Network Operations
Michigan Bell Telephone/SBC
12.2004 - 12.2007
- Directed installation and repair dispatch activities conducted by approximately 50 CWA and 5 management employees, supporting Midwest region business customers.
- Collaborated with cross-functional teams to align operations with corporate objectives.
- Monitored and analyzed performance data, identifying areas of improvement and developing corrective action plans.
- Developed processes to save on costs and prevent losses (one and done).
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and geographic demand.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Director - Network Administration Centers
Michigan Bell Telephone/Ameritech
03.1999 - 12.2004
- Directed Line Administration (LAC), Number Administration (NAC), and Recent Change Management Administration (RCMAC) center operations activities of approximately 70 CWA and 6 management employees within State of Michigan.
- After reorganization by SBC, directed telephone number assignment administration activities of approximately 125 CWA and 10 management employees within Midwest (Illinois, Indiana, Michigan, Ohio, and Wisconsin) for residential and business customers.
- Identified and resolved switch congestion issues by ensuring balanced traffic loads for network switching equipment located within Michigan territory.
- Successfully coordinated Federally Mandated project to transition Midwest telephone number assignment inventory and processes for use in number portability and number pooling configurations to better utilize telephone numbers nationally.
- Collaborated with Southwest and West Number Administration Centers to identify and standardize operations and processes across three regions.
- Successfully completed Midwest region project to separate and transition Midwest Office Equipment (OE) and Number Administration functions to achieve operational standardization between three regions.
Education
Bachelor of Science - Electrical Engineering
Michigan State University
East Lansing, MISkills
- MS Office, Excel, Word, and PowerPoint Expertise
- Excellent Leadership and Collaboration Skills
- Exceptional Interpersonal, Written, and Verbal Communication
- Effective Workflow Prioritization and Employee Scheduling Management
- Process Improvement/Six Sigma Experience
- Exemplary Customer Service
Accomplishments
- Collaborated with core team of managers and CWA service representatives to effectively develop and deliver order writing cross-training within 3 centers to approximately 80 Midwest and Southwest region employees to share business customer ordering and call activity for both regions.
- As project team member, successfully coordinated the testing and documentation of call attempts and tracing results in support of Ameritech's successful entry into the Long Distance calling.
- Received two AT&T customer service awards, and other multiple recognitions, for exemplary customer service.
Timeline
Area Manager - Customer Services
Wisconsin Bell Telephone/AT&T
01.2017 - 12.2021
Area Manager - Customer Support
Michigan Bell Telephone/SBC-AT&T
12.2007 - 01.2017
Area Manager - Network Operations
Michigan Bell Telephone/SBC
12.2004 - 12.2007
Director - Network Administration Centers
Michigan Bell Telephone/Ameritech
03.1999 - 12.2004
Bachelor of Science - Electrical Engineering
Michigan State University
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