John James Shepherd

About John James Shepherd

I work in sales execution and operations, translating goals into consistent results. I’ve spent over a decade operating between leadership and frontline teams, helping organizations cut through complexity and deliver on commitments.With more than 13 years at AT & T, I’ve led large-scale initiatives that improved customer satisfaction, operational efficiency, and team performance across multiple business lines. My work has focused on making plans executable — aligning people, process, and priorities so teams can perform consistently.I was selected by senior leadership to lead a triage initiative that resolved long-standing cross-functional escalations and restored execution discipline across teams. My approach blends practical execution, performance management, and steady accountability.I’m exploring roles in sales execution, operations, and program management where I can help teams scale effectively, improve performance, and turn strategy into results.

Experience

1. Senior Project Manager

   AT&T

   Apr 2021 — Present · Gilbert, AZ, US

   Directed broadband and mobility projects improving customer satisfaction and operational efficiency through process redesign and KPI tracking.• Selected by executives to launch and lead a triage initiative that resolved 100 percent of previously unsolved, cross functional escalations that had stumped multiple departments, restoring customer trust and reducing churn.• Built and maintained real time reporting dashboards using Google Sheets, Excel, and Sigma style BI tools to monitor productivity, CSAT, and quality metrics.• Partnered with vendor and internal stakeholders to drive operational excellence, policy compliance, and performance improvement across multichannel support including chat, phone, and retail.

Education

• Iowa Western Community College

  Jazz Performance/ Communications