Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
References
Languages
Timeline
Generic

VERONICA GARCIA-FELIZ

San Diego,CA

Summary

Project management professional with over 25 years of experience at AT&T. Achieved robust experience in leading cross-functional teams and driving impactful results. Skilled in strategic planning, risk management, and process optimization. Known for strong collaboration and adaptability in evolving environments. Effective communicator and problem solver, consistently delivering projects on time and within scope.

Overview

17
17
years of professional experience

Work History

Lead Project/Program Manager - Center Operations

AT&T
05.2021 - Current
  • Oversee end-to-end execution of multiple large-scale projects, ensuring delivery within budget and timeline through effective cross-functional collaboration
  • Develop strategic plans and conduct regular project/program meetings, tracking progress and adjusting as needed to meet objectives
  • Coordinated with external partners to align project goals and objectives, fostering collaborative relationships for mutual success.
  • Led diverse teams of professionals, overseeing their work efforts and providing guidance to ensure successful completion of assigned tasks.
  • Implemented robust communication plans to share updates, accomplishments, and challenges with stakeholders at all levels of the organization.

Center Sales Manager - Language Saves Team

AT&T
02.2018 - 05.2021
  • Managed operations of a bilingual call center, leading a team of 14 Managers and ~275 Agents.
  • Streamlined sales processes to improve efficiency and productivity within the team, focused on accountability and performance improvements
  • Implemented leadership development programs, resulting in enhanced team performance and exceeding metric targets
  • Fostered collaboration with Union Leadership to create a supportive environment for employee growth
  • Improved overall center efficiency by streamlining internal communication channels between departments.

Sales/Coach Manager - Broadband Acquisition Team

AT&T
05.2013 - 02.2018
  • Led a team of 16-18 representatives, driving sales and operational efficiency
  • Analyzed performance metrics and coached team members to achieve maximum potential and compliance with corporate guidelines
  • Achieved top performance by strategically adapting to rapidly changing, competitive environment.
  • Developed customized coaching plans, addressing specific skill gaps and needs within the sales force.
  • Conducted regular one-on-one sessions to provide personalized feedback and support for each team member.

Sr. Training Delivery Manager - AT&T University

AT&T
10.2007 - 05.2013
  • Developed and delivered training programs for leadership, directly impacting the development of over 8 Directors
  • Evaluated training effectiveness, utilizing feedback and performance metrics to continuously improve curriculum
  • Coordinated efforts across multiple teams during peak periods or special events to optimize staffing levels while meeting customer demand.

Education

Bachelor of Science - Management

University of Phoenix
12.2025

SMU - Latino Corporate Executive Development Program -

SMU
Dallas, TX
10.2023

AT&T Instructor Certification Program -

AT&T
Irving, TX
10.2010

Skills

  • Project Scheduling
  • Scope Management
  • Software development life cycle
  • Business Analysis
  • Customer Service
  • Requirements Analysis

Accomplishments

  • Service Excellence Awards: Recognized in 2022 and 2018 for exceptional leadership and communication skills.
  • Employee Net Promoter Score (ENPS): Led initiatives that achieved the highest ENPS in 2019 for a center with previously low scores, demonstrating effective employee engagement strategies.

Affiliations

  • Hacemos
  • Project Management Network
  • Women of AT&T Employee Resource Groups (ERGs)
  • Pioneers, Board Member - Executive Commitment Committee

References

Available upon request.

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Lead Project/Program Manager - Center Operations

AT&T
05.2021 - Current

Center Sales Manager - Language Saves Team

AT&T
02.2018 - 05.2021

Sales/Coach Manager - Broadband Acquisition Team

AT&T
05.2013 - 02.2018

Sr. Training Delivery Manager - AT&T University

AT&T
10.2007 - 05.2013

SMU - Latino Corporate Executive Development Program -

SMU

AT&T Instructor Certification Program -

AT&T

Bachelor of Science - Management

University of Phoenix

Similar Profiles

CREATE PROFILE
VERONICA GARCIA-FELIZ