Steven L. Anderson
Plano,TX
Summary
Lead and manage a diverse team across cross-functional projects to ensure timely, within-scope, and budgeted delivery. Foster collaboration, streamline processes, and align project goals with organizational objectives. Drive improvements, mitigate risks, and maintain high standards while building stakeholder relationships.
Strategic leader with a focus on enhancing employee experience and customer service, leveraging cross-functional collaboration to drive growth and optimize brand performance. Passionate about innovation and data-driven results.
Results-driven professional skilled in leadership and strategic oversight, with a proven track record in collaborative problem-solving and achieving objectives. Recognized for adaptability and focus on success.
Overview
36
36
years of professional experience
Work History
Associate Director - Technical Customer Service
AT&T
01.2018 - Current
- Led Technical Customer Service team in a 24x7 call center for AT&T Internet
- Crafted and implemented data-driven operational plans, including budget oversight
- 2024 Cost Avoidance = $70.4M
- 2025 (Jan-Jun) Cost Avoidance = $31.4M
- Developed team performance metrics w/targeted coaching and development, raising teams' overall efficiency by 32% vs 2024
- Utilized Microsoft Office Suite for data analysis and reporting to senior leadership teams
- Developed comprehensive training for internal application proficiency
- Managed 10+ projects to enhance our overall customer experience and drive cost reduction
Area Manager - Operation Support /Vendor Management
AT&T
07.2011 - 07.2017
- Spearheaded national Technical Support Operations, resolving Tier 2 escalations, and achieving a $5M cost avoidance through strategic partnerships and tool development
- Managed performance and developed solutions for 3 vendor partners, resulting in a 47% reduction in Technical Support escalations and a $1.3M cost avoidance
- Designed and implemented dispatch installation and repair capabilities across 81 markets
- Enhanced business operations and customer experience, leading to a $500K cost reduction and a 20% improvement in installation completion rates
- Developed a process for issuing over 24k orders annually with a 97% pre-due date completion rate
- This significantly reduced installation times and secured over $4.8M in retained revenue
Project / Field Manager
AT&T
08.2001 - 11.2011
- Oversaw 30 CWA (Union) Installation and Repair Techs across San Antonio and South TX
- Collaborated with the NBA to deliver HD video feeds for the San Antonio Spurs to networks like NBC, ABC, TNT, and ESPN, covering major events (NBA Playoffs and NBA Finals)
- Managed AT&T Video Circuits at the Alamo Dome for key events: multiple NCAA Final Fours, Alamo Bowls, Big 12 Football Championships, and Dallas Cowboys training camps
- Served as AT&T's Project Manager for providing telephone and high-speed internet services at the PGA's Valero Texas Open and AT&T Championship golf tournaments
Mid-Level Non-Commissioned Officer (E-6)
United States Marine Corps
07.1989 - 05.1997
- Served honorably for 10 years, with 2 successful combat tours
- Held leadership roles as an Infantry Squad Leader for 4 years, demonstrating strong tactical and team building skills
- Achieved recognition as the youngest Staff Non-Commissioned Officer in the Marine Corps, highlighting exceptional leadership and dedication
Education
Associate's Degree - Business Administration
Collin County College
McKinney, TX01.2012
Skills
- Creative Problem Solver
- Effective Communication Skills
- Project / Process / Technology Management
- Process Improvement
- Managing Operations and Efficiency
- Data Analysis
- Strategic leadership
- Analytical Thinking
- Coaching and Mentoring
- Relationship and Stakeholder Management
References
Available on Request
Timeline
Associate Director - Technical Customer Service
AT&T
01.2018 - Current
Area Manager - Operation Support /Vendor Management
AT&T
07.2011 - 07.2017
Project / Field Manager
AT&T
08.2001 - 11.2011
Mid-Level Non-Commissioned Officer (E-6)
United States Marine Corps
07.1989 - 05.1997
Associate's Degree - Business Administration
Collin County College
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