Telesha Sherman
Grand Prairie
Summary
Results-driven professional with expertise in data analysis, project management, and team leadership. Achieved a 40% success rate in key projects, driving significant improvements in efficiency and workflow processes.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Specialist Network Process & Quality
AT&T
Irving, TX
04.2021 - Current
- Spearheaded the No Access Neighbor project, achieving 40% success rate and enabling team to surpass same-day completion targets.
- Analyzed Made Appointments data through Power BI and analytics tools, driving a 5% increase in the MA metrics.
- Implemented strategies within triage team to enhance efficiency, reducing technician overtime by 45% and a 60% reduction in carryover jobs.
- Evaluated and improved workflows to support new hires in achieving effective integration within the organization.
Tier 2 Technical Support Representative
AT&T
Richardson, TX
05.2013 - 04.2021
- Oversaw execution of strategic projects, such as last chance repairs, resulting in 60% reduction of recurring calls and tickets.
- Facilitated customer migration from copper to fiber, enhancing service quality and reliability for over 200 customers.
- Collaborated with cross-functional teams to escalate unresolved issues and ensure swift resolutions.
- Facilitated ongoing coaching and recognition programs to foster team engagement and improve overall performance.
Dispatcher (Team Lead)
AT&T
Dallas, TX
07.2011 - 05.2013
- Streamlined dispatch processes to optimize service delivery and effectively reduce response times.
- Trained agents on best practices for handling escalations, resulting in a significant reduction in escalation calls.
- Developed training materials for new dispatch staff, enhancing onboarding processes and knowledge transfer.
Education
BBA - Human Resources Management
Strayer University
Dallas, TX04-2021
Skills
- Microsoft Office Suite (Copilot)
- AI Tools
- Advanced problem-solving
- Data analysis
- Team Leadership
- Project Management
- Effective multi-tasking
- Strategic Change Management
- Time Management
- Organizational Behavior Assessments
- Process improvement
- Diversity, Equity & Inclusion (DEI) Hiring Practices
Certification
- Six Sigma Green Belt
- TKT Certification
Timeline
Specialist Network Process & Quality
AT&T
04.2021 - Current
Tier 2 Technical Support Representative
AT&T
05.2013 - 04.2021
Dispatcher (Team Lead)
AT&T
07.2011 - 05.2013
BBA - Human Resources Management
Strayer University