Martha Garcia, Director of Inside Sales, has a way of reflecting the spotlight away from herself and shifting the focus to those around her. “Your team is a reflection of you,” she shares. “If you want to know the type of leader someone is, look at their team and you’ll see.” This perspective highlights Martha’s team-centric approach, emphasizing support, encouragement, and delivering the best customer experience possible.
Origins of an innovator
Martha’s professional story didn’t begin with AT&T, but it’s here where she truly found her stride. Bringing experience as a language teacher for business executives, Martha stepped into the corporate world already understanding the power of communication and connection. Her leap into sales in 2016 set her career in motion in unexpected ways.
Admitting that grand career plans were not part of her initial journey, Martha knew she wanted to work for a respected, well-known brand. “AT&T has always been amongst the best in Mexico for pay, benefits, and culture,” she says. Despite lacking a background in customer service, her drive to excel and deliver results for both customers and the company was evident. Her early dedication quickly led to a promotion to Trainer Assistant, a role that offered deeper insight into the inner workings of the call center and broader business operations.
Whenever a challenge presents itself, Martha leans in. “Wherever I go, I look for gaps I can fill. How can I adapt this process? How can I make things run better?” she reflects. As the company expanded, she honed her skills in coaching and building teams across customer service, loyalty, and sales. Her dedication and expertise eventually earned her the opportunity to lead a team of her own.
Martha’s willingness to try new roles and stretch outside her comfort zone led to broader business assignments and, ultimately, the Director title in 2021. Now, with more than four years leading the charge, Martha continues to shape AT&T’s call centers by championing innovation, development, and belonging.
“When I started here, I was like a kid,” she recalls. “It was my leaders who were very supportive, always placing me in development programs and helping me grow my career. A lot of my personality was shaped by people at AT&T.”
Pioneering the next generation of Call Centers
Martha Garcia never stops learning, and she’s determined her team won’t either. Even now, she’s participating in a Corporate Executive Development Program that explores the latest advancements in management and technology, including incorporating AI into daily workflows. She’s especially excited about the new AI-powered tools already making a difference in the call center. These tools simplify the experience by helping representatives navigate systems more efficiently, providing transcription services, and offering helpful prompts.
“Our representatives do a lot of multi-tasking, managing many tasks while staying on the line with customers. With AI, we can make these tasks easier and allow them to focus on what matters most: connecting with our customers,” Martha explains. These innovations streamline work and free agents to deliver the human touch that sets AT&T service apart.
Martha truly believes that AT&T’s culture has empowered her to push innovative ideas that benefit her team. She encourages her team to share their ideas as well. “At AT&T, it doesn’t matter where you come from; if you have good ideas, they’ll give them a try. The environment is constantly evolving, and we’re always learning,” she says.
Better for our team, better for our customers
At the heart of Martha’s leadership is a deep respect for the frontline teams she once belonged to herself. She points out that these teams are the core of our operations and without them, there would be no business. Martha views leadership not as a position of authority, but as a responsibility to actively support her people so they can thrive.
She believes that leaders should ensure their teams are well-equipped and inspire them to grow and excel each day. “People don’t work for me, they work with me,” Martha says. “If I help them succeed, the company succeeds too. It’s a win-win.”
This mindset creates a collaborative environment where employees feel valued and motivated to give their best because their leader has walked the path alongside them and genuinely champions their success.
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