1. L. Michele Callahan
115 Laterra Links Circle, Unit 202
St. Augustine, FL 32092
404-229-5500
Summary of Qualifications: 23 years of successful leadership and management experience in the
telecommunication industry. Proven abilities in project management, relationship building, and the
development/implementation of company strategies. Exceptional interpersonal, communication and customer
service skills, and the ability to champion change.
Education:
1979 – 1981 Concord College, Athens, WV
Major: Accounting/English
Professional Experience: Cellular One/AT&T Wireless/Cingular/AT&T Mobility
 8/08 - Present, Professional Project Manager & Liaison between Specialized Customer Service and
other business teams
• Professional Project Manager:
• Perform non-technical project management work focused on internal projects from initiation
through delivery
• Meet requirements of large or multiple large projects by applying project management skills, tools
and techniques to manage project scope, quality, schedule, budget, resources and risk
• Identify resources and coordinate all activities of project teams to complete projects within
timelines and budget. Develop detailed work plans, schedules, resource plans and status reports
• Conduct project meetings and be responsible for project tracking and analysis
• Manage integration of vendor tasks and track/review vendor deliverables
• Recommend and take action to direct the analysis and solutions of problems
• Liaison between Specialized Customer Service and other business teams:
• Drive focus and attention around all key Specialized Customer Service initiatives and education
around important areas of support and process requirements
• Drive strong partnership through high levels of collaboration across cross-functional partners,
including attention to scorecard performance and informative communications
• Drive call reduction into our Specialized Customer Service Centers, while ensuring solid
performance results
• Lead efforts to gather results and align around customer surveys
• Train and ensure understanding of Specialized Customer Service escalation process to cross-
functional teams; resolve all escalations; drive escalation reduction through education
• Facilitate and lead weekly and monthly calls with Senior Managers and Directors from cross-
functional teams to discuss areas of opportunity/concern and drive needed ongoing alignment
 8/05 – 8/08, Executive Director of Customer Relations (EDCR) & Senior Sales Ops Manager
• Executive Director of Customer Relations (EDCR):
• Own customer-initiated executive escalations from Senior Leadership
• Activate appropriate internal business partners and account team to resolve customer escalations
• Coordinate response to internal executives, including background, current status, and resolution
plan
• Ensure strong communication and follow up to account team and client
• Facilitate and lead weekly/monthly calls with regional peers to ensure common issues are being
addressed and owners assigned for resolution.
• Senior Sales Ops Manager:
• Partner with leadership team to ensure a common strategy and the successful implementation of
Business Markets Group post-sale Care services to clients in a cost effective manner
• Evaluate and streamline operational procedures for Sales resources
• Liaison between Sales and Customer Care teams

2. • Work with Sales leadership and HR to coordinate “surplus” employees
• Key role in successful implementation of various Care programs to support our largest business
customers
 3/05 – 8/05, Region Manager, National Corporate Care
• Manage team of 4 Team Leaders and 50 Business Care Managers
• Manage high-value customer revenue growth and retention for portfolio accounts in Southeastern
Region
• Provided Regional team with leadership, sales tools, growth and empowerment strategies,
training support, and guidance to grow revenue and retain business
• Create team environment conducive to providing innovative customer solutions
• Conduct employee reviews, one-on-one feedback sessions, and facilitate team meetings
• Evaluate and streamline operational procedures; develop, implement and manage process
improvements
• Provide management team with continuous updates regarding departmental service goals and
achievements
• Interact with internal business units and senior management to enhance cross functional
alignment
 4/99 – 3/05, Team Leader, National Corporate Care
• Partner with Sales leadership team to ensure the successful implementation of enterprise wide
post-sale Care services to clients in a cost-effective manner; educate/train Sales organization
about National Corporate Care as required.
• Manage a team of 15 Business Care Managers and provide team with leadership, tools,
empowerment, strategies, training support and guidance to service a predetermined portfolio of
business customers
• Interact with client’s designated program administrator in conjunction with Business Care
Manager to ensure that the national service solutions provided by the Business Care manager
meets the client’s needs
• Conduct goal reviews, merit reviews, one on one feedback sessions, and monthly portfolio review
sessions; Review/evaluate individual performance; Facilitate team meetings
• Hire, coach, develop and train new and existing Business Care Managers and Business Care
Coordinators
• Ensure national consistency in specific services provided within Business Care,
• Interact with internal business units to enhance cross functional alignment.
• Provide monthly portfolio account review updates (including portfolio metrics, achievements,
customer expectations and requirements) to Business Care and Sales Leadership teams
• Support largest team of Business Care Managers, largest customer base, and largest revenue
portfolio in the Southeast Region; Support portfolio of $120m in annual revenue (Increased
portfolio revenue 18% for the year 2004)
 11/97 – 4/99, Project Manager, Eastern Region Business Operations
 8/97 – 11/97, Supervisor, Corporate Care (Orlando, FL)
 11/95 – 8/97, Supervisor, Customer Care (West Palm Beach, FL)
 2/93 – 10/95, Customer Care, Outreach, Tax Specialist, Executive Desk, Supervisor (Orlando, FL)
 2/88 – 1/91, Century 21, Classic Connections. Realtor Associate
 Circle of Excellence Trip Achiever, 1994, 1996 and 2003
 PMP Certified
 Six Sigma Greenbelt Certified