Jaclyn Counts
- Role
- Assistant Vice President Broadband Product Marketing at AT&T
- Location
- Dallas, TX, US
- LinkedIn followers
- 500 followers
About Jaclyn Counts
I am a results-producing, strategic leader who thrives on challenging the status quo and…
Experience
Assistant Vice President Broadband Product Marketing
Aug 2021 — Present · Dallas, TX, US
Lead team 13 Lead Product Developers and Data Analysts responsible for driving operational excellence via cross-functional strategic alignment focused on improving Broadband/Fiber CX improvement.\\\\n\\\\n• Saved $3 million annually and raised success rate of customer fibers self-installations 3%, by restructuring team to capitalize on Fiber Customer self-install market growth opportunities. Developed business case, and then executed plan to build a team of experts focused enhancing customer experience and driving improved results.\\\\n• Decreased customer calls to Technical Care Agents 5% by championing and implementing recommendations from research study on the Fiber Customer Self Install process to identify high-impact, low-cost improvements, including use of AI/AR.\\\\n• Saved $500k+ by reducing dispatches from failed self-installs by conducting full end-to-end tests of customer install process at monthly intervals as part of new firmware releases.\\\\n• Identified and addressed firmware and supply chain issues driving up costs in contacts and technician dispatches by adding Data Analyst to create deep dive dashboards and analysis on customer experience and opportunities.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n
Education
Central Michigan University
Bachelor of Science, Business Administration/Finance
2005 — 2009
Michigan State University School of Human Resources and Labor Relations
Masters, Human Resources/Labor Relations
2009 — 2011
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