BRYAN D. STICKLING
17419 Beckfield Avenue Baton Rouge
Summary
Manager offering a history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
32
32
years of professional experience
Work History
Manager, Retention and Sales
AT&T Mobility
09.2024 - Current
- Maximized performance by monitoring daily activities and mentoring team members.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Accomplished multiple tasks within established timeframes.
Manager of Technical Support
AT&T Mobility
03.2018 - 09.2024
- Analyzed and developed service goals for in-bound call center.
- Managed customer contact center with 15 support representatives.
- Increased customer satisfaction ratings to 82%.
Attendance Manager/Hiring Manager
AT&T Mobility
03.2016 - 03.2018
- Conduct attendance discussions
- Conduct attendance grievance meetings
- Conduct job accommodation request discussions
- Attend unemployment hearings
- Reviewing prospective candidate’s resumes
- Conducting interviews
- Participated in decision input meeting on making employment offers
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
Customer Care Manager
AT&T/Cingular Wireless
09.2001 - 03.2016
- Manage a team of 15-17 representatives
- First point of contact for representatives’ issues
- Maintain adherence to department policies and procedures
- Maintain knowledge of systems and processes
- Manage all representatives attendance and performance issues
- Closely review performance data
- Work closely with representatives to insure first call resolution and quality assurance
- Coach, motivate and praise performance
- Facilitate weekly meetings
- Interview new hire candidates and determine job fit
- Conduct mid-year and annual performance evaluations
Technical Support Specialist
AT&T/Cingular Wireless
06.1998 - 09.2001
- Troubleshooting and solving technical problems
- Operating special programs to support and maintain customers’ voicemails, caller ID, problems placing and receiving calls
Numbers Coordinator
AT&T/Cingular Wireless
02.1995 - 06.1998
- Forecasting number usage for activations
- Ordering blocks of numbers for activations
- Interacting with other departments to ensure numbers are loaded correctly in our platforms
Welcome Group Specialists
AT&T/Cingular Wireless
01.1994 - 02.1995
- Making first contact with customer before receiving bill to verify information and making any corrections if needed
Customer Service Representatives
AT&T/Cingular Wireless
12.1992 - 01.1994
- Handling billing problems and escalations
- Providing information about cell phone features and technical support
Education
Computer Programming Course -
American River Junior College
Sacramento, California01.1986
Graduate - undefined
Sacramento High School
01.1984
Skills
- Performance evaluations
- Documentation and reporting
- Coaching and mentoring
- Verbal and written communication
- Relationship building
- Data analysis
- Schedule preparation
- Staff management
- Expectation setting
Awards
- Top Manager for Baton Rouge area (2022 and 2023)
- Team Player Award
- Team Spirit Award
- Tops of Customer Operation Award
Timeline
Manager, Retention and Sales
AT&T Mobility
09.2024 - Current
Manager of Technical Support
AT&T Mobility
03.2018 - 09.2024
Attendance Manager/Hiring Manager
AT&T Mobility
03.2016 - 03.2018
Customer Care Manager
AT&T/Cingular Wireless
09.2001 - 03.2016
Technical Support Specialist
AT&T/Cingular Wireless
06.1998 - 09.2001
Numbers Coordinator
AT&T/Cingular Wireless
02.1995 - 06.1998
Welcome Group Specialists
AT&T/Cingular Wireless
01.1994 - 02.1995
Customer Service Representatives
AT&T/Cingular Wireless
12.1992 - 01.1994
Graduate - undefined
Sacramento High School
Computer Programming Course -
American River Junior College
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