Terri Sanchez
Houston
Summary
Results-driven Senior Procedures & Project Manager with over two decades of expertise in compliance, process improvement, training, and team leadership within the call center field. Proven track record of optimizing operations to enhance efficiency and elevate customer experience. Skilled in implementing strategic initiatives that drive performance and foster a culture of continuous improvement. Committed to leveraging extensive industry knowledge to deliver innovative solutions to meet and exceed organizational goals.
Overview
24
24
years of professional experience
Work History
Sr. Project Management
AT&T
Houston, TX
02.2013 - 03.2026
- Led initiatives to improve processes, focusing on enhancing customer and expert interactions. Utilized data analysis to pinpoint inefficiencies and implemented strategies that optimized operational performance.
- Oversaw compliance efforts, maintaining rigorous standards for policies such as adjustment SLAs, compliance audits, WFH policy, E911, SOX audits, and EH&S protocols to support organizational integrity.
- Spearheaded compliance initiatives and systems administration to drive project success. Led efforts in customer experience management to elevate service quality.
- Supervised attendance team processes to optimize workforce productivity.
- Executed training programs and optimized call flow processes to enhance operational efficiency.
- Assisted teams in completing projects on schedule and within budget. Supported project planning and execution to meet objectives. Contributed to team collaboration and communication efforts.
- Executed systems provisioning administration to ensure optimal resource allocation.
- Led initiatives to enhance training for collections, achieving a 16% decrease in transfers. Innovated call flow strategies that elevated self-service engagement and optimized collections operations.
- Directed call handling analysis, opportunity assessments, and monthly compliance sessions to enhance process adherence.
- Delivered personalized training to strengthen Level 1 supervisor knowledge, contributing to sustained error reduction and improved customer and expert experiences.
Methods and Procedure Manager
AT&T
Houston, TX
01.2004 - 01.2012
- Handled customer experience management, methods and procedures development, training support, call calibrations, developed and implemented policies and procedures to maintain operational excellence.
- Led cross-functional teams to enhance customer service processes and improve satisfaction ratings.
- Mentored junior managers, fostering leadership skills and promoting a culture of continuous improvement.
- Analyzed performance metrics to identify trends, driving data-informed decisions for operational enhancements.
- Developed and implemented strategic initiatives to optimize operational efficiency and reduce costs.
- Collaborated with stakeholders to align business objectives with technology solutions, enhancing service delivery.
- Facilitated training sessions for staff on new systems and process improvements, boosting team productivity.
- Maximized performance by monitoring daily activities and mentoring team members.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
Collections Manager
AT&T
Houston, TX
01.2002 - 01.2004
- Achieved significant improvements in call quality through targeted coaching and development of 20 experts. Drove process enhancements that led to increased operational efficiency. Resolved escalated customer issues, contributing to higher customer satisfaction ratings.
- Executed performance review processes, focusing on providing actionable feedback to drive improvement in staff and team outcomes.
- Cultivated robust customer relationships to enhance communication and facilitate effective debt resolution.
- Developed and implemented best practice training programs for staff to enhance debt recovery and customer engagement skills.
Education
Bachelor of Science - Psychology and Anthropology
University of Houston
Houston, TX05-2000
Skills
- Excel, PowerBI, Word, Info Mapping, VISIO
- Process Improvement
- Effective Communication & Public Speaking
- Conflict Resolution
- Data Analysis & Reporting
- Excellent verbal and written communication
Timeline
Sr. Project Management
AT&T
02.2013 - 03.2026
Methods and Procedure Manager
AT&T
01.2004 - 01.2012
Collections Manager
AT&T
01.2002 - 01.2004
Bachelor of Science - Psychology and Anthropology
University of Houston