Brenda Koziatek
- Role
- Assistant Vice President Centers Optimization & Innovation at AT&T
- Location
- Dallas, TX, US
- LinkedIn followers
- 500 followers
Experience
Assistant Vice President Centers Optimization & Innovation
Jun 2020 — Present · Dallas, TX, US
Identify key areas of opportunity to prevent front line impacting outages, reduce resolution duration, and improve frontline & customer experience. • Transform the Front-Line Application Outage Management tools, KPIs and processes to focus on user experience leveraging data analytics and machine learning model. • Resolved 58 top application performance and stability issues improving agent experience for 1100+ call center agents reducing agent downtime by ~1-5 min per day • Migrating HVD agents to Infrastructure as a Service (IaaS) with more computing power and stability. Reduced 12 min in unproduction time,$42M in EBITDA savings.
Education
Rutgers Business School
Bachelor of Science - BS, Accounting
1993 — 1997
Fairleigh Dickinson University
MBA, Management/Marketing
1999 — 2003
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