With more than 60 years of combined experience and a shared commitment to excellence, four of our call center leaders reveal what it takes to build a rewarding career with AT&T. From the very start of our conversation, it was clear that regardless of location or background, service and a strong drive to achieve connects them all.
Let’s meet the leaders behind the headsets and discover what keeps them motivated every day. Timothy, a Manager in Sales Retention; Brandon, an expert in Collections; David, a Specialist in Risk Management; and Alex, a Service Manager in Customer Relations, offer their perspectives, recount their career journeys, and explain what it truly takes to succeed.
Where did you begin your career with AT&T and what was the path to where you are now?
Timothy E.: I started as a Loyalty Representative in 2018, and am currently a Manager in Saint Louis, Missouri. I was one of the first managers in a fully virtual call center, and now I’m back with my peers in the office. I also support and train new hires as a Senior Specialist – Center Sales Trainer.
Brandon D.: I started out as an Outbound Collections Expert and have worked in many different roles within the collections team, including our High Use Department and Escalations Desk. Today, I’m an Inbound Expert working out of our Johnson City, TN center.
David A.: I started in the Kirkwood, Missouri call center as a billing representative in 2004 and am still here all these years later. Over the years I have supported multiple businesses and organizations and a move to upgraded offices where we’re located in St. Louis. Throughout those changes, I had the opportunity to be a lead, help with new hire training, shape the culture of our center, and be the best kind of coworker I can be. Most recently I was offered a position as a Risk Management Specialist.
Alex B.: I also started in 2004 as a Sales & Service Representative in the call center in Connecticut. Later, I relocated to Georgia, and spent time with Cricket Wireless in several roles including Social Media Manager and Lead Project Manager. Today, I work in AT&T’s Office of the President. It’s been a steady path shaped by empathy, learning, and service.
What aspects of your current role do you find most rewarding and meaningful?
David: Definitely the chance to help others. Whether that’s my coworkers or our customers, I just enjoy being of service to others.
Brandon: I love partnering with other experts when they need it, as well as supporting our customers solve their billing needs.
Timothy: I have the pleasure of constantly learning from some of the best professionals in the business. Every day, I am amazed by the level of talent at this company and it drives me to pursue excellence in everything I do. I also really cherish the opportunity to assist others in reaching their personal and professional goals through the coaching and development I provide our frontline experts.
Alex: What I love most about my role here is the opportunity to represent a trusted brand while making a positive impact on our customers’ experience by providing solutions and support that truly makes a difference. As the CEO of our HACEMOS employee group, I have the privilege of leading an incredible team and driving meaningful initiatives. Together, these roles give me a unique chance to build strong relationships, foster growth, and uphold AT&T’s reputation for excellence.
Can you share any memorable moments or projects that stand out for you?
Brandon: One moment that immediately comes to mind is when Hurricane Helene hit us here in Tennessee. Our call center and organizations all across AT&T took up donations to help people in the local community who lost everything.
Alex: Likewise, the projects that stand out most to me all involve giving back. Mentoring students, awarding scholarships, hosting fundraising events, and supporting families through toy and backpack drives – those experiences stay with you.
Timothy: Participating in the Management Development Program (MDP) really stands out for me. I started as a frontline rep and just a short 3 years later, I was listening to some of the most inspirational keynote speakers I have ever heard and networking with leaders from all over the country in every role imaginable. It was truly inspirational.
David: Even going through some org restructuring has been a wonderful experience. Leadership has allowed us all to provide input, and even though myself, and many members of the team, are new to this organization, our input has been well received. The willingness of leadership to listen speaks volumes!
How would you describe our company culture?
Alex: I love how willing people are to help and go that extra step without even being asked. Everyone just supports each other, whether it’s work-related or volunteering in the community. It feels like a team that shows up for one another.
Brandon: I like the community atmosphere that each of our teams has. We encourage each other to be the best experts we can be. We answer each other’s questions and share best practices that work for us. We also have games and friendly contests to see who the best can be each day.
David: The team mentality is like nowhere else I have ever been. I have worked places where best practices are not always shared because of internal competition, but that’s not the case here. Everyone is so willing to help in any way they can. We share our wisdom and experience with each other. The culture we have at AT&T is very special.
Timothy: The Win as One culture stands out to me most. I can think of many times that I’ve reached out to a leader in another department seeking help with something beyond my purview and have always been amazed at the quick response. They even follow-up to check how everything is going! Everyone is eager to share knowledge and go out of their way to assist despite them having never spoken with me or being in a completely different line of business. I have never experienced this level of teamwork as a rule in any other company I have been with.
Celebrating success is important. In what ways does your team recognize milestones and wins?
Timothy: Being in Sales and Loyalty, there is always healthy competition so opportunities to celebrate each other are never in short supply. Whether it is achieving the #1 spot in the Stack Ranking, Winning Summit, Service Excellence Awards, winning an incentive contest or being nominated for a leadership program, we are always cheering each other on while we wait for our turn to shine.
Brandon: We do shout outs and send congratulations emails to one another. The mangers give out acknowledgements in team meetings where we discuss how we made our accomplishments and ways to make them even better going forward.
David: We always encourage one another to not only meet but exceed our goals. When a new team member gets a win, we all make sure to pump them up. And that encouragement continues as we work towards our team goals. It does not stop after the newness wears off.
In what specific ways do AT&T leaders support your growth and help you achieve your goals?
Alex: I’ve had leaders who didn’t just encourage development — they opened the door for it. Throughout my time here, I’ve been able to attend workshops, leadership programs, and been granted opportunities that helped me grow into the roles I hold today. What stands out most is that my leaders trusted me to lead, learn, and stretch myself. That support made a real difference in my path forward.
Brandon: My managers are the ones who encouraged me to apply for the Accelerated Development Program (ADP). Getting that role allowed to me help facilitate trainings and workshops.
Timothy: In 2023, when our center started hiring new classes, I took lead in building and facilitating the interviewing and onboarding process. After coaching for a while, I saw a need for a Center Trainer and, with leadership’s encouragement, became AT&T’s first Center Sales Training Specialist. I hadn’t planned on a training role, but my team’s support made the transition possible.
How have you leveraged AT&T’s employee benefits or development tools to advance your career path?
Timothy: There are too many great benefits to name. I have participated in multiple leadership programs, including AT&T’s Management Development Program (MDP). Currently, AT&T’s tuition reimbursement is helping me fulfill my personal goal of graduating from college.
David: To me, one of the greatest benefits as manager is our caregiver leave. I have aging parents so being able to take them to doctor appointments without worrying about taking a vacation day has been a huge blessing.
Alex: I have also taken advance of tuition reimbursement to continue my education even after more than 20 years with the company. Along with also participating in programs like MDP have helped me the way I lead today. I’d strongly recommend joining employee groups. The networking, leadership experience, and volunteer work really create a lot of opportunities.
What is your top advice for anyone considering a career with AT&T?
Brandon: I started this job without thinking of making it my career, but since I’ve started I could not find anything that would be a better career for me. AT&T is a great company to work for and they will help you grow and reach your goals.
Alex: AT&T is constantly innovating, evolving, and pushing forward. When you grow with the company, you grow professionally and personally. The benefits are strong, and there’s always opportunity if you’re willing to pursue it.
Timothy: I agree completely. If you are willing to put in the work, the rewards are plentiful. The people, the benefits, the career growth potential is limitless, and the number of things this company truly gets right is astounding. If you are looking for a career to grow in and not just a place to work, you cannot do better than AT&T.
David: Working at AT&T is how I have been able to raise three wonderful children, own a home, and take memorable vacations. There are so many areas you can work and grow in that smaller companies just can’t provide. I’ve worked for VPs that started in the very call center I work in. To put it simply… do it!
Feeling inspired to get behind the headset yourself? Answer the call today and start shaping the career of your dreams with us.
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