Carol Mangold-Melendez
Customer Experience Leader | Crisis Response Manager | Driving $1.7M+ Savings, 41% NPS Growth & 19% Productivity Boost | AI-Driven Customer Care Excellence | Award-Winning Service Innovator
- Role
- Director at AT&T
- Location
- Montclair, NJ, US
- LinkedIn followers
- 500 followers
About Carol Mangold-Melendez
AREAS OF EXPERTISECustomer Success Strategy | Enterprise Service Operations | High-Stakes Crisis Management | Contact Center Optimization | KPI Design & Reporting | Performance Metrics & Forecasting | Union & Non-Union Leadership | SLA Governance | Real-Time Escalation Handling | Customer Journey Mapping | VOC (Voice of Customer) Programs | Process Reengineering (Kaizen, Lean, Six Sigma)| AI & Omnichannel Technology (Chat, Voice, Email, Offline)| Global Client Engagement | Cross-Functional Alignment | Stakeholder Communication | Strategic Vendor Transitions | Salesforce | NICE | Five9 | Genesys| Microsoft Suite| CRM & Ticketing Systems | Zendesk | Gorgias | Workforce Management (WFM)| Data analysis & reporting | Tableau. Power BI | Communicating Platforms | Quality Assurance (QA)| Customer Relation Management Systems | Learning Management System SELECTED ACCOMPLISHMENTS Service Excellence Award Recipient (2006, 2011, 2019) for sustained performance, executive partnership, & CX innovation across business-critical channels. Reduced customer fallout by 43% through leadership of 11 national crisis response initiatives, coordinating outage triage for agencies such as FEMA, FBI, & major financial clients. Earned Leadership Award for Manager Development Program after successfully developing 7 high-potential managers into leadership-track roles through a structured coaching framework. Championed a voice/chat hybrid transformation that increased agent productivity by 19%, while slashing service costs by $850K/year. Integrated VOC feedback into real-time dashboards, resulting in a 41% NPS uplift & the lowest churn rate for business mobility in five years. Delivered a $1.7M cost reduction by implementing AI-powered routing and CRM integration, cutting average resolution time by 35%. Named Diversity Champion for leading diversity & inclusion retention initiatives that improved satisfaction among underrepresented employees & clients by 22%. Recognized w/ the Connection Award & Excellence in Partnership for outstanding stakeholder collaboration across departments & vendor ecosystems Leveraged customer feedback systems & VOC data to shape real-time decision dashboards, driving a 41% increase in Net Promoter Score (NPS) & achieving the lowest churn rate in five years for enterprise mobility clients. Deployed AI-based call routing & bCRM automation tools to streamline operations & reduce average resolution time by 35%, generating $1.7M in annual cost savings across contact center operations.
Experience
Director
Nov 1994 — Present · Paramus, NJ, US
Education
Marist University
Bachelor of Arts - BA, Fashion Merchandising
Ramapo College of New Jersey
Bachelor's degree, Communication and Media Studies
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