Richard MacIas
AT&T Director of Technology: Digital and Customer Care Technical Resolution Experience at AT&T
- Role
- Director Technology Transformation at AT&T
- Location
- Dallas, TX, US
- LinkedIn followers
- 500 followers
About Richard MacIas
Experienced Director in Technology Transformations, specializing in maximizing CX and UX experience via technical tools. Proven leader in GenAI, Product Management, Customer Contact Centers, Information Technology, Data Science and Strategic Financial Planning. Passionate about driving technological innovation and operational efficiency to create transformative digital experiences. Key Strengths:Digital Transformation: Driving initiatives that enhance system efficiency and user satisfaction.Innovative Leadership: Leading large technical teams in pioneering advancements in GenAI and new technology transformations.Operational Excellence: Streamlining IT operations leveraging BOT automation for maximum efficiency and cost-effectiveness.Customer Focus: Delivering exceptional service through effective management of customer contact centers and agent tools.Strategic Planning: Aligning digital strategies with business goals to drive growth and competitive advantage.
Experience
Director Technology Transformation
Jul 2020 — Present · US
Responsible for online and agent technical resolution of Mobility and Broadband products. Responsibility includes providing an optimal customer experience by developing and deploying the appropriate diagnostic, automation (with and without machine model and GenAI) and process that will resolve customers’ issues with a focus on key performing indices such as first time resolution, customer effort, appropriate dispatching, and customer satisfaction. Team consists of strategist, analysts, UX, engineers, architects and developers.
Education
Trinity University
B.S> Business, Marketing and Finance
The University of Texas at Austin
MBA, Marketing
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