© 2015 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.

My AT&T Summer 2015 Internship ExperienceFLITE Program – Wesley Samples

6 August 2015

© 2015 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.

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Who I AmAcademic

• Georgia Tech• Bachelor of Science

in Mechanical Engineering

• Minor in Business & Engineering

Extracurricular• Elevated Solutions• Startup Community• Photography• YouTube

AT&T• Office of the

President – STEP Team

• Supervisor: John Griffith

© 2015 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.

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My RoleGoals• To learn the end-to-end OOP escalation process

• To aid with deep dives to address opportunities for improvement

• To actively participate with monthly Network SLA partner calls

• To perform SLA partner analysis across select network groups focusing

on delayed resolutions

© 2015 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.

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Job Shadow JourneyOOP Case Manager – Ownership and Raw Customer Service

• Personal Ownership of Issues• Balance of Metrics and Templates with Creativity

WTRT – Technical Knowhow and Work-Life Management• Unique Technical Ability of Group• Frank’s Proverb – Work/Life Balance

Network Dispatch – Trust and Relationships• Forming Key Relationships with Field• 170 Jobs Cause Daily Overtime

U-Verse Tech Ride – Installs and Representing the Brand• Managing the Workload• My Technical Input

© 2015 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.

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SLA Partner Calls

• Monthly network calls with C&E, BWC, NEAT• Understand partners and their needs

• Without our partnerships, the OOP would not be able to operate

• Address opportunities to help ease escalation process• Streamlining our escalation process with partners to eliminate friction

• Proactively review cases with potential to be delayed• Promoting self-learning with partners through issue prevention

• Discuss critical partner feedback with team lead post-call for next steps• Amount of existing field work• Communication methods with field workers• Timelines that do not reflect work type

© 2015 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.

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SLA Partner Analysis• Analyzed over 500 OOP Cases with issues referred to our key partners• Identified top Root Causes for completion delays • Developed steps for immediate relief (email templates, refining escalation process)• Findings provided valuable insight on the accuracy of our SLA metrics• Initial response with weighted metrics• Job Type Function will eliminate unrealistic timelines

Nature of Work

Poor Communication

Failure to Escalate

Other Other

Systems Issues

Weather

Poor Com-munication

Failure to Esca-

late

OtherNature of the Work

Poor Com

muni-cation

Network Executive Appeals Team Buried Wire Center Construction and Engineering

Key Takeaways

What I Learned• Customer Service is at the heart of everything AT&T does

• The business is customer service; huge real world application

• Forming and maintaining meaningful relationships

• Complimentary partnerships are critical to personal and professional

success

• AT&T, the Nimble Corporate Giant

• AT&T is able to lead the tech market and adapt to trends much like a

Startup

© 2015 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.

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Thank You