JENNIFER DELGADO BOYD
Carlsbad
Summary
With nearly 30 years of experience in technology and telecommunications, this dynamic and goal-driven senior leader specializes in operations leadership and program management. Thrives in demanding environments and constantly seeks change, innovation, and optimization of operations. A continuous learner with a strong passion for customer service and quality assurance, excelling at strategic thinking while executing tactically. Demonstrates a track record of proven success in budget management and consistently achieving key performance metrics. Additionally, possesses extensive experience in managing large, high-performance teams both domestically and globally, driving excellence and operational efficiency.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Associate Vice President, Network
AT&T
- Current
- Accountable for the Wireless and Wireline build programs for Southern California, AZ, NV and the Rocky Mountains ensuring the successful execution, operations, and management of all related programs
- Leadership and Team Management: Support, lead, and motivate a team of over2,000 employees, including customer field teams, engineers, project managers, and other technical functions, to complete an annual build plan for the AT&T Mobility and Fiber networks
- Operational Excellence: Ensure exceptional delivery of key customer metrics across the market, including on-time installations, mean time to repair, and individual technician and manager-related metrics
- Financial Management: Successfully manage over $750 million in capital and expenses annually, delivering programs on time and within budget
- Data-Driven Decision Making: Utilize a deep understanding of inputs and outputs to the operations and customer-facing processes, leveraging data to achieve optimal end-to-end results
- Cross-Functional Collaboration: Collaborate with Customer Service and Sales teams to ensure alignment on revenue opportunities and exceptional customer experiences
Associate Vice President, Technical Services
AT&T
01.2019 - 01.2023
- Managed Field Technical Customer Service, Mobility Operations, and National Disaster Recovery, focusing on operational efficiency, cost reduction, customer satisfaction and success-based program management
- Delivered support to global and enterprise clients, maintaining exceptional service standards.
- Reduced costs through best practice initiatives and quality control improvements totaling savings of more than $60 million in 2021.
- Oversaw management of a $500 million network equipment budget.
- Provided comprehensive technical troubleshooting and customer support, resulting in a $110 million win-back opportunity with Microsoft.
Associate Vice President, Network Planning
AT&T
01.2017 - 01.2019
- Enhanced operational efficiency through effective program management techniques.
- Worked alongside operational teams to evaluate potential savings through process improvements.
- Achieved a reduction of over $80 million in expenses in 2017 by leading efforts in resource efficiency and automation.
- Enabled internal customer adoption of automation by delivering governance mechanisms, presentations, and training.
Director, Operational Planning
AT&T
01.2010 - 01.2017
- Directed key customer support and network security initiatives, focusing on project and program management.
- Coordinated the planning and construction of AT&T Web Hosting Data Centers.
- Created Network Operations Center for AT&T's online web hosting and gaming clients.
- Facilitated high-impact collaboration with technicians to ensure exceptional service delivery for global clientele.
- Created scorecards to assess performance, retention, and customer satisfaction.
- Directed management of over 285 partner relationships with key players like Ericsson, Kodiak, and Jasper (Connected Car) valued at $8 billion in revenue.
- Ensured high-quality customer service through effective troubleshooting and support.
Education
MSIT - Cyber Security
Pace University
MABC - Business Communication
Jones International University
MBA - Marketing/Management
San Diego State University
Bachelor's Degree - Political Science/Sociology
University of California, San Diego
Latino Executive Development Program - undefined
Southern Methodist University
Skills
- Emphasis on goal achievement and metrics
- Dedicated to exceptional customer service
- Advocates a People-First leadership approach
- Proficient in managing capital and expense budgets
- Skilled in delivering leadership presentations and communications
- Technical Project Management and Operations focus
- Demonstrated ability to lead, manage, and influence
Certification
- PMP since2004
- Six Sigma Black Belt
- Amazon Cloud Practitioner Data Analytics Nanodegree Lean Sigma and DMAIC
- Service Now Certified
Timeline
Associate Vice President, Technical Services
AT&T
01.2019 - 01.2023
Associate Vice President, Network Planning
AT&T
01.2017 - 01.2019
Director, Operational Planning
AT&T
01.2010 - 01.2017
Associate Vice President, Network
AT&T
- Current
MSIT - Cyber Security
Pace University
MABC - Business Communication
Jones International University
MBA - Marketing/Management
San Diego State University
Bachelor's Degree - Political Science/Sociology
University of California, San Diego
Latino Executive Development Program - undefined
Southern Methodist University
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