SKILLS
Executive Presentations
TECHNICAL SKILLS
SKILLS
Executive Presentations
TECHNICAL SKILLS
SKILLS
Executive Presentations
TECHNICAL SKILLS
SKILLS
Executive Presentations
TECHNICAL SKILLS
SKILLS
Executive Presentations
TECHNICAL SKILLS
SKILLS
Executive Presentations
Business Transformation
Project Management
Cross-Functional Management
Statistical Analysis
Operational Design
Customer Support Strategy
STRATEGIC SKILLS
Lean / Six Sigma
Customer Support Design
AI
Adobe Analytics
Communication Strategy
Agile Methodology
Additional Skills
Salesforce Knowledge Management
WordPress Development
Elementor Development
Customer Lifecycle Analysis
Customer Experience Analysis
Adobe Experience Manager SharePoint
ServiceNow
Wordpress
YouTube Content Optimization
Data Analysis
Power BI
Looker Studio
Artificial Intelligence
Chat Bots
SAFe
Lean / Agile
Process Improvement
Digital Transformation
Robotic Process Automation
JIRA
Financial Analysis
PROFESSIONAL EXPERIENCE
Customer Experience Solutions, Mandeville, La
01/2025 - Present
Founder & Lead Consultant
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Helping clients understand customer journey mapping, analytics, and emerging technologies to optimize digital support platforms that not only reduce friction but also enhance customer satisfaction.
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I partner with organizations to design and execute comprehensive change enablement plans that support digital and AI transformation. By aligning leadership, establishing clear communication frameworks, and grounding the roadmap in actionable data insights, I ensure high adoption, reduced resistance, and stronger business outcomes.
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Mentorship and strategic guidance for AI and SaaS startups entering the B2B market and targeting Enterprise level corporations.
2008-2024
AT&T Global Marketing, Mandeville La
08/2023 – 12/2024
Product Owner: Director of Digital Customer Support
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Led the redesign of AT&T’s fragmented Business Support website to improve customer self-service. Tasked with increasing usability and reducing reliance on call centers, I developed a streamlined site architecture and standardized content guidelines aligned to the top support topics surfaced through chat and call center interactions. This drove an 2200% increase in self-service content utilization, a 260% month-over-month increase in site traffic, and over $5M in annual cost savings through call deflection.
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Developed a unified strategic business case for a $47M digital transformation portfolio by establishing cross-funnel visibility, engaging senior stakeholders, and facilitating alignment across Business Operations; built robust financial models and executive investment narratives that clarified value, prioritized initiatives, and informed decision-making, resulting in full funding approval for the 2025–2026 digital roadmap.
AT&T Business, Mandeville, LA
09/2019 – 08/2023
Change Enablement Lead: Business Transformation
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Led 14 cross-functional Transformation EPIC teams during AT&T’s ServiceNow implementation, standardizing workflows and launching targeted communications that improved awareness and adoption of new digital capabilities across executives, call-center agents, and customer-facing teams: Delivering all initiatives on time and under budget.
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Faced with outdated customer support content during enterprise-wide transformation, led the creation and publication of updated video and written support materials across internal and external channels. Implemented repeatable content governance and maintenance processes, driving a 56% YoY increase in customer self-service utilization and generating over $1M in annual cost savings.
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Addressed the inconsistency of project documentation across seven organizations by designing and implementing a centralized SharePoint Hub Site supporting 100+ active initiatives. Streamlined navigation and communication workflows, resulting in a measurably improved employee experience and more effective adoption of organizational change programs.
AT&T Technology Development, Atlanta, GA
01/2017 - 09/2019
Sr. Project Manager Emerging Technology
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Head of global efforts to identify and implement emerging technologies and platforms, enabling innovative customer interactions across AT&T, Time Warner, and DirecTV.
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Created the first ROI model for AT&T’s social media support operations by evaluating one-to-many response leverage, reusable content value, automation opportunities, and SEO impact; demonstrated $65M+ in measurable business value, positioning social channels as a cost-efficient alternative to traditional contact centers.
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Developed a strategy for Organic YouTube videos driving 141% growth in views and $15.7M in call-deflection value over two years.
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Designed and built social media chat bots leveraging machine learning to offload common customer inquiries.
AT&T Business, Mandeville, LA
09/2019 – 08/2023
Lead Project Manager: Business Transformation
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Transitioned AT&T Business Operations from a traditional Waterfall project delivery model to a Lean Agile methodology by serving as the Program Lead for the organization’s first ServiceNow implementation. Identified legacy process gaps, redesigned governance workflows, and facilitated Agile training and cross-functional sprint planning. Successfully launched ServiceNow within the pilot organization, establishing repeatable processes and procedures later adopted by the broader Business Transformation organization to scale Agile delivery across multiple teams.
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Overhauled the digital content strategy for AT&T’s Wireline Business customers. This incorporated an integration of knowledge articles, videos, and interactive content to drive awareness and utilization of our new digital experiences.
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Developed deployment and adoption strategies for digital transformation initiatives impacting both employee and customer experiences.
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Implemented Wordpress with Elementor as the single internal communications platform across AT&T Business. The platform provides a centralized location to distribute communication, training, operational, leadership and cultural information for over 40 thousand employees.
AT&T Digital Experience, Atlanta, GA
11/2012 – 12/2016
Sr. Project Manger: Social Media Technology
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Drove 2,500% growth in proactive interactions by aligning the social media and digital platform strategy with a focus on SEO, content syndication and call-deflection.
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Rebuilt AT&T social media support to handle 500% year over year growth by reconfiguring from a single organization to a hub-and-spoke model aligning the operations and metrics across four call center organizations.
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Slashed $1.5M in cost by launching Sprinklr as the corporate publishing platform which aligned 15 teams, 150 users, and replaced 18 separate tools.
AT&T Digital Business Solutions, Atlanta, GA
08/2010 – 10/2012
Sr. Social Media Project Manager
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Surpassed customer self-service goals and delivered a 1400% growth in YouTube views for support operations.
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Established the strategic direction and design of the AT&T Business Support team’s engagement in social media on LinkedIn, Facebook, YouTube, and Twitter.
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Public Speaker at conferences and sales enablement events representing AT&T's thought leadership in support of $15M in contract value.
AT&T Network Operations, Atlanta, GA
07/2009 – 08/2010
Network Installation & Repair Manager (Leadership Program)
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Managed three network repair teams covering 2,000 sq. miles. Maintained quality, safety and production within the top 10% of teams across the United States.
AT&T Operations, Atlanta, GA
05/2008 – 06/2008
Sales Effectiveness Graduate Internship
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Delivered $600 million in annual expense savings by implementing Six Sigma principals to develop a process for the migration of customer legacy circuits to the new AT&T product line.
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Developed a single non-management compensation program to replace processes used in the 5 Union regions including forecasting and analyzing the budgetary effects of the new program.
Owens Corning
2003-2007
Owens Corning, Jackson, Tn
05/2005 – 07/2007
Manufacturing Engineer (Green Belt Certified)
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Implemented and managed a new information control system based in IP.21 and Aspentech. This lead to a savings of over 250 thousand dollars in the first year of implementation.
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Maintained two production areas containing 220 employees on four shifts, and controlled an annual budget of $415,000 for day-to-day operations and maintenance.
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Designed and developed continuous improvement projects centered on increasing safety, decreasing downtime, and stream-lining the production process.
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Assisted in the development and trial of next-generation products and processes designed to produce non-incremental advances in Owen Corning’s production methodology.
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Resolved product and packaging quality issues stemming from customer complaints. These solutions lead to the constitution of a ten year sales contract.
Owens Corning, Anderson, SC
05/2003 – 05/2005
Furnace Engineer
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Managed the composite glass furnace including production, safety, packaging, and customer support for the product.
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Drove continuous improvement projects, lean manufacturing, and six sigma initiated projects.
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Directed the union work force in their day to day operations, and on special assignments.
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Managed the shut down, rebuild, and restart of the Marble Furnace including its support systems. This lead to an improvement in product quality, and production efficiency.
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Implemented the use of process control techniques and preventative maintenance leading to an increase in cost efficiencies by 2% and production by 40%.
Education
Georgia Institute of Technology
Atlanta, Ga
Masters of Business Administration (MBA)
Focus: International Business, Entrepreneurship
Clemson University
Clemson, SC
Materials Engineering
Focus: Nanotechnology, Fiberoptics and Composite Glass
