At AT&T Mobility and DIRECTV, I led forecasting and inbound distribution strategy for internal and partner call centers handling approximately one million inbound calls each month. I developed forecasting models, reporting tools, and workforce planning strategies that supported customer experience, resource allocation, and operational decision-making.
Across 30+ years in AT&T call center operations, I've managed call routing, scheduling, BPO performance, staffing optimization, sales teams, and customer service operations. I use data analysis, Power BI, SQL, and workforce management systems to improve agent efficiency, SLA adherence, customer satisfaction, and business performance.
