Summary
Overview
Work History
Education
Skills
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Trixy Vining

Trixy Vining

Columbia,SC

Summary

Over 25 years of call center management, project management and marketing experience. Involved in creative design, management and development of new
Business opportunities to drive strategic metrics.

Overview

25
25
years of professional experience

Work History

LEAD PROJECT/PROGRAM MANAGER

AT&T
10.2012 - Current
  • Successfully manage $4-5 million budget projects by developing strategic plans, setting clear objectives and achievable milestones. Projects include call center redesign, performance optimization tools and digital signage.
  • Developed and implemented entertainment experience tools that support ~90K employees across multiple onshore and offshore VP organizations.
  • Accountable for the design, development and deployment of interactive tools that supports multiple call handling types that drive increase strategic metric performance.
  • Reduced corporate travel expenses by $250K+ by creating a virtual training series.
  • Optimized communication from Marketing to the field by compiling content from over 25 Product Managers into a user experience tool.
  • Improved program efficiency by streamlining processes and implementing time-saving solutions.
  • Managed cross-functional teams for successful project completion within deadlines and budgets.

SALES EXECUTION MANAGER

AT&T
12.2008 - 09.2012
  • AVP Chief of Staff supporting daily operations of six Sales/Saves Call Centers.
  • Critical Win! -Assisted in driving $20.5M in Gross Revenue along with 192K broadband units, 500K video units and 20K wireless units.
  • Accountable for agile team of Force, Reporting and Attendance experts that provide center support to drive key strategic metrics.
  • Developed strong relationships with stakeholders to establish trust and facilitate communication.
  • Analyze strategic metric trends for variances to develop and implement programs to close gaps and increase performance.
  • Boosted customer satisfaction by ensuring timely delivery of products and services.

CENTER SALES MANAGER

AT&T
09.2007 - 11.2008
  • Accountable for ~200 management and non-management in-bound combine bill call center employees in driving sales, saves and key strategic metrics while delivering an effortless customer experience.
  • Critical Win! -Assisted in driving $3.5M in Gross Revenue along with 35K broadband units, 100K video units and 5K wireless units.
  • Cultivate high performing and cohesive team through deploying sales and save call flow strategies as well as succession planning program to elevate high potential candidates.
  • Met and exceeded productivity measures Average Handling Time, Utilization and Adherence.
  • Implemented training programs to enhance team knowledge and skillsets, resulting in improved sales performance.
  • Increased sales revenue by implementing effective strategies and providing exceptional customer service.

Education

Bachelor of Science (BS) Business Administration - International Business

COLUMBIA COLLEGE
Columbia, SC

Skills

  • Project Coordination/Management
  • Training and Facilitating
  • Presentation Creation and Delivery
  • Customer Service
  • Quality Assurance
  • Communications
  • Training and Development
  • Work Planning and Prioritization

Timeline

LEAD PROJECT/PROGRAM MANAGER

AT&T
10.2012 - Current

SALES EXECUTION MANAGER

AT&T
12.2008 - 09.2012

CENTER SALES MANAGER

AT&T
09.2007 - 11.2008

Bachelor of Science (BS) Business Administration - International Business

COLUMBIA COLLEGE

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Trixy Vining