1. T h 7 3 6 2 @ a t t . c o m ▪ E x t : 9 7 2 9 8 9 - 2 6 9 3
Thomas Holloman III
KCA award winner 9 out of 10 years.
Created, designed and delivered Human Connection series for multiple platforms.
Trained Sharon Dunlap and her executive team on Human Connection series.
Part of the training and design team for Collections Scenario Based Training for New Hires in
internal and external centers.
2010 Service Excellence Award winner for the design and training of the Human Connection
2011 Outstanding Award recipient.
Lead trainer in the deployment of the vendor (HCV) Mobility Collection Center in Costa Rica
Won the 2015 AT&T University Epic Fail / Epic Success award
Credit and Activations Team Manager - Cingular Wireless, Farmers Branch, TX.▪ 08/01/03–
Coached and developed performance of 16 representatives in the Credit and Activation portfolio.
Managed the attendance and stats of the representatives on my team.
Quality Assurance Manager– Cingular Wireless, Farmers Branch, TX ▪ 02/14/04– 04/15/06
Reviewed representative calls to assure they were meeting Call Center standards of interaction.
Met with and provided feedback to representatives to help improve there call quality
Designed classes to provide refreshers and to teach call quality.
Did interviews for potential new employees.
Sr. Training Manager – AT&T University, Farmers Branch, TX. ▪ 04/15/06– Present
Facilitate and train new hire, technical and soft skills classes.
Train instructor lead, virtual and IVL classes.
Design and co-design classes for internal and external Credit and Collection centers world wide.
Trainer Consultant for Team Managers and leadership to help improve call center performance.
Train leadership classes for multiple levels of leadership.
Mentor reps, trainer assistants, LDP’s and leaders edge performers looking to move up in the
Developed the concepts, designed, pre-produced and participated in training videos to improve
performance in multiple KPI metrics for different organizations within at&t. (Network Care, Credit
and Collection, AEIS). Workshop is set to go national in 2016.
Certified to train multiple portfolios (Credit and Collections, Credit and Activations, Retail Sales
(Uverse TV and Internet, DSL, Directv) IVL certified.
Programming and Software Skills
Microsoft Word, Excel and PowerPoint
Psychology Major – Prairie View A&M University and Cedar Valley Community College ( 2 years)
Trainer Certification Cingular Wireless ▪ 2006