Theresa Preece

Sr. Customer Care Manager for Office of the Pres

AT&T Directv

Boise

08.2022 - 08.2025

Resolved escalated calls involving billing, customer service, and technical issues, ensuring customer satisfaction.
Managed escalated calls related to billing, customer service, and technical problems, enhancing client relations.
Addressed complex billing, customer service, and technical inquiries, improving resolution efficiency.
Collaborated effectively within a high-demand, fast-paced team environment, ensuring seamless operations.
Applied extensive knowledge of processes, policies, and procedures to optimize customer service management.
Guided Customer Care agents through internal consultation calls to enhance service efficiency.
Guided peers to enhance call handle time, QPH, and credits.
Managed executive email correspondence, improving interaction and visibility with top executives.
Resolved FCC, BBB, and AG cases, ensuring compliance and customer satisfaction.
Ensured quality assurance by monitoring and evaluating customer service interactions.
Delivered expert guidance in 2020 to assist colleagues with DTV-related questions, policies, and systems.
Conducted comprehensive system training sessions to enhance team proficiency in managing social media platforms, including Twitter, Reddit, Instagram, and Facebook.
Coordinated LLC special projects, optimizing daily workload management.
Managed the conversion of accounts from ATT billing to DTV billing, streamlining processes and improving service delivery.
Gained AI insights with Howard, contributing to improved customer care management.
Conducted comprehensive monitoring of credit audits to ensure compliance with financial regulations.