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Carter Galloway

@cartergalloway

Implementation & Customer Operations Leader with 12+ years leading operations across highly regulated environments, directing a $207M portfolio

United States

Message

At AT&T’s Global Legal Demand Center, I deployed AI-assisted automation into a live compliance workflow, with mandatory human sign-off gates. The change cut processing time and manual review errors by 15%.

At DIRECTV, I owned a $207M portfolio spanning more than 100 projects and led the national DIRECTV Stream launch across indirect partner ecosystems. Rebuilding ordering and activation paths cut time-to-activate by 30% and grew indirect market penetration by 25%.

I also turned Salesforce into a revenue-leakage and whitespace radar that enabled more than $50M in incremental indirect revenue. At AT&T, I built and scaled a 350-agent contact center that reached the #1 national ranking in 2019 and 2020.

As an independent AI enablement course developer and instructor, I designed and taught Articulate-based programs for nonprofit audiences. I also redesigned client workflows before adding AI, helping cut operational costs by roughly 20%.

Experience

Work history, roles, and key accomplishments

Current

Government Account Manager

Current

AT&T

Feb 2024 - Present (2 years 8 months)

Owns intake-to-close throughput and accuracy for high-risk legal demands for law enforcement partners. Deployed AI-assisted automation with human sign-off gates, cutting processing time by 15% and reducing manual review errors by 15%.

Kodex ProLaw Laserfiche Telegence AI assisted Automation Compliance KPI Governance

Current

AI Enablement Course Developer & Instructor

Current

Independent

Jan 2024 - Present (2 years 9 months)

Designed and taught AI and prompt-automation programs for non-technical nonprofit audiences, training 100+ learners. Redesigned workflows and layered in AI, helping clients cut operational costs by roughly 20%.

Articulate Prompt Engineering Workflow Automation AI Policy Training

Senior Program Manager

DIRECTV

Aug 2020 - Aug 2023 (3 years)

Owned a $207M revenue program portfolio spanning 100+ IT, integration, and sales-operations projects. Led the national DIRECTV Stream launch, cutting time-to-activate by 30% and growing indirect market penetration by 25%.

Salesforce Jira Smartsheet Agile SAFe UAT Vendor Management Executive Readout

Channel Manager, Mobility – Direct & Indirect Sales

AT&T

Aug 2017 - Aug 2020 (3 years)

Built and scaled a 350-agent contact center against a $200K monthly budget, achieving #1 national ranking in 2019 and 2020. Reduced customer churn by 20% through CRM-backed lifecycle management and delivered 150% of revenue targets.

Salesforce CRM KPI Scorecards Process Control Consultative Sales P&L management

GEM Account Manager, Global Enterprise Delivery

AT&T

Oct 2016 - Aug 2017 (10 months)

Managed a $30M+ SaaS and telecom enterprise pipeline for clients including Walmart, Wells Fargo, and the State of Tennessee. Designed and deployed a custom enterprise ordering system for Walmart, shortening order cycle times and tightening data integration.

SaaS Telecommunications RFP SLA Contract Negotiation Enterprise Implementation Cross functional Leadership

Business Sales Acquisition Executive

AT&T

Jan 2013 - Oct 2016 (3 years 9 months)

Generated $3M+ in annual new-logo revenue from a standing start, consistently surpassing multi-year sales targets. Reduced customer churn by 40% by designing customer education programs and proactive retention workflows.

Salesforce Prospecting outreach campaigns Territory Management Customer Retention Forecasting