Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
LANGUAGES
Timeline
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VERONICA GARCIA-FELIZ

VERONICA GARCIA-FELIZ

Associate Director
San Diego,CA

Summary

Professional Leader with over 26 years of experience at AT&T, including leadership as Associate Director – In Home Sales. Adept at developing and executing strategic sales programs, optimizing operational processes, and supporting field initiatives to drive revenue growth and market expansion. Proven success in leading cross-functional teams, enhancing customer experience, and implementing compliance and audit protocols across regional hubs. Skilled in risk management, inventory oversight, and fleet operations coordination, with a strong foundation in reporting, data analysis, and program execution. Known for adaptability, collaboration, and servant leadership in dynamic environments. Effective communicator and problem solver, consistently delivering initiatives on time, within scope, and aligned with corporate goals.

Overview

26
26
years of professional experience

Work History

Associate Director - In Home Sales

AT&T Mobility
12.2024 - Current
  • Directed cross-functional teams to deliver integrated AT&T solutions, enhancing customer satisfaction and driving upsell opportunities while building long term relationships with clients.
  • Led in-home product demonstrations and personalized solution recommendations, resulting in increased customer retention and referral rates.
  • Implement strategic coaching protocols to improve Customer Satisfaction scores, achieving the company benchmark of 85%+ through daily performance reviews and seller feedback loops along with direct customer feedback.
  • Enforced IHX Safety Program and Wireless Device Policy compliance across the San Diego region, contributing to a culture of accountability and safety.
  • Developed and executed comprehensive project plans, aligning resources to achieve organizational objectives.

LEAD PROJECT/PROGRAM MANAGER - CENTER OPERATIONS

AT&T
05.2021 - 12.2024
  • 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
  • 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 and implemented sales training programs to enhance team performance and product knowledge.

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
12-2026

Latino Corporate Executive Development Program

SMU
Dallas, TX
10.2023

Instructor Certification Program

AT&T
Irving, TX
10.2010

Skills

  • Project timeline management
  • Sales Strategy Development
  • Performance Management
  • Customer Experience Optimization
  • Referral Management
  • Mentorship & Succession Planning
  • Stakeholder needs assessment
  • Conflict Resolution & Feedback

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

LANGUAGES

Spanish - Native or Bilingual
English - Native or Bilingual

Timeline

Associate Director - In Home Sales

AT&T Mobility
12.2024 - Current

LEAD PROJECT/PROGRAM MANAGER - CENTER OPERATIONS

AT&T
05.2021 - 12.2024

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

Latino Corporate Executive Development Program

SMU

Instructor Certification Program

AT&T

Bachelor of Science - Management

University of Phoenix

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