Customer Operations Leader

TAMI L. ABEL

Global Customer Operations Leader

404-***-**** • ad9jy3@r.postjobfree.com • LinkedIn Profile Delivering Growth through Elevated Experiences

Successful Customer Operations leader who drives customer experience improvements, cost savings, and sustainable growth for organizations, during growth and acquisitions. Accomplished in strategic business planning, delivering high-impact initiatives, and building high-performance teams, I lead transformational change that elevates people, processes, and technology. Relevant Experience

• Achieved bold goal of 80% digital transactions, delivering over $23M in cost savings, through launch of new online platforms and an enhanced customer experience.

• Tripled customer satisfaction response rates with the launch of a new customer feedback model, and implemented a roadmap for world-class customer service, improving Net Promoter Scores (NPS).

• Reduced employee attrition by 33%, and increased employee engagement by 39%, by creating a best-in-class hybrid operations model to attract and retain top talent.

• Delivered 8+ M&A integration projects, including developing new metrics that matter and a KPI dashboard to support an integrated customer-centric culture.

• Managed and grew $6B product portfolio by 13% through an innovative offer and pricing strategy; achieved P&L growth targets and managed $Ms in capital assets.

• Built high-performing dispersed teams of 2-80 members, and worked cross-functionally with executive stakeholders, partners, and vendors internationally to ensure strategic alignment and vision realization. Executive Leadership Experience

CHIEF EXECUTIVE CONNECTIONS

ADVISORY BOARD MEMBER Atlanta, GA: July 2024- Present Develops needs-based solutions for small and midsize businesses to optimize operations, streamline processes, and achieve business objectives.

ABEL CONSULTING GROUP (ACG) Atlanta, GA: October 2022 – Present FOUNDER (self-employed)

Increased sales, revenue, and profits for privately owned women and minority businesses during business launch by implementing business development and sustainable growth strategies.

• Generated Year 1 net revenue that exceeded investment through the development of a profitable business model and operations processes for a startup, that created partnerships and business alliances and grew clients.

• Increased sales by 32% by creating an ecommerce marketing strategy and execution plan. AT&T August 2006 – October 2022

DIRECTOR, CUSTOMER OPERATIONS Dallas, TX: October 2020 – October 2022 Delivered continuous improvement initiatives that positively impacted people, processes, and technology through cross-functional team leadership and partnerships.

• Enabled global opensource hiring to attract and retain top talent by transforming customer care operations to a productive hybrid operational model.

• Developed winning relationships across complex matrixed organizations and inspired diverse, dispersed teams to advocate for a customer-centric culture, increasing customer satisfaction and retention exponentially year-over-year. DIRECTOR, CHIEF OF STAFF Dallas, TX: October 2018 – October 2020 Directed staff for the Chief Customer Operations Officer; interacted routinely and developed trusted relationships with executive leaders to ensure enterprise-wide strategic alignment.

• Partnered with Corporate Communications on an enterprise-wide communications strategy that preserved and promoted brand integrity and facilitated a change management culture.

• Delivered People initiatives to promote diversity and inclusion, to develop and strengthen management talent, and to maximize leadership funnel for next-level opportunities. DIRECTOR, PROJECT & PROGRAM MANAGEMENT Atlanta, GA: August 2016 – October 2018 Directed strategic planning and flawless execution of multiple, complex projects simultaneously, on time and within budget.

• Reduced operations costs by 42% by translating business requirements into technical solutions that streamlined processes and drove efficiencies, increasing productivity and enabling the reallocation of sparse resources to strategic work.

• Drove culture shift to more rigorous data-driven decision making; developed customer lifecycle metrics by customer cohort; leveraged voice-of-the-customer insights to influence and inform executive leaders. DIRECTOR, DIGITAL STRATEGY & INNOVATION Atlanta, GA: August 2014 – August 2016 Leveraged external market insights to design a best-in-class digital experience to grow customer digital adoption and reduce costs by 40%.

• Migrated 80% of customer transactions to online, drove digital adoption, and saved $23M+ annually through digital experience enhancements.

• Improved customer retention by 35% and reduced employee attrition by 25% year-over-year through the migration to digital solutions that enabled a more effortless customer and employee experience.

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DIRECTOR, CUSTOMER EXPERIENCE Atlanta, GA: May 2011 – August 2014 Launched Center of Excellence to elevate and standardize knowledge management documentation to increase operational effectiveness, productivity, and customer service excellence. DIRECTOR, STRATEGIC PRICING Atlanta, GA: September 2008 – May 2011 Grew revenue by 43% by driving unprecedented number of regulatory filings and leveraging strategic pricing action to deliver new products, product enhancements, and promotions.

DIRECTOR, TECHNOLOGY Atlanta, GA: August 2006 – September 2008 Achieved 99.9% billing accuracy through the effective synchronization of technology improvements and release management effectiveness.

Additional Relevant Experience

• Generated over $800M in revenue through direct sales of consumer package goods and telecommunications solutions to B2B, wholesale, and retail customers.

• Exceeded sales targets to earn over $500K in corporate matching contributions for charitable organizations focused on underserved communities.

• Led business growth initiatives for large, public owned, global companies; led business development planning for small business start-ups.

• Facilitated business growth by creating FCC and Regulatory responses to cut-through barriers to entry for new products, promotions, and precedent setting business practices. Education & Certifications

BA, Journalism & Communications, University of South Carolina, Columbia, SC SCRUM Fundamentals Certification (SFC) and SCRUM Master Certification (SMC), SCRUM study

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