R. CHRIS LYTLE

16213 Lone Pine Rd, N.
Little Rock, AR 72118 

Phone: (501) 232-3285

Email: ronaldlytle@protonmail.com

View PDF Resume


Operations & Telecommunications Management

Project Management / Employee Management, Training & Development / Process Development / Customer Service & Call Center Management / Wireless / Entrepreneur

Education

Master of Business Administration. Honors: With Distinction/Cum Laude Keller Graduate School of Management, Kansas City, Missouri

B.S. Networks and Communications Management. Honors: Cum Laude DeVry University, Kansas City, Missouri

Summary of Experience

AT&T, February 1988 – Present

  • Director – Loyalty Call Centers – June 2016 – Present
  • Director – Telesales Call Center – Oct. 2014 – May 2016
  • Senior Product Development Mgr. – (Digital Life) Oct. 2012 – Sept. 2014
  • Senior Product Marketing Manager (U-verse) – Jul. 2004 – Oct. 2012
  • Senior Channel Execution Manager (CNSC) – Aug. 2002 – July 2004
  • Site Development Leader (Customer Experience Centers) – Sept. 1999 – Aug. 2002
  • Process Development Leader (Customer Escalations) – Aug. 1998 – Sept. 1999
  • Training Facilitator Coach (Sales and Service Call Center) – Sept. 1995 – Aug. 1998
  • Team Development Leader (Sales and Service Call Center) – May 1993 – Sept. 1995
  • Training Facilitator (Sales and Service Call Center) – Oct. 1991 – May 1993
  • Customer Sales & Service Agent – February 1988 – Oct. 1991

Worlds Coolest Nerd, LLC, April 2019 – Present

  • Founder and CEO of WorldsCoolestnerd.com – April 2019 – Present
  • Master Beekeeper @ Paradise Mountain Apiary – May 2021 – Present

Core Professional Expertise

Program Management / Process Development

  • PMP Certification (#1497658), Project Management Institute.
  • Developed and introduced “Tops-down Provisioning” Initiative that reduced activation trouble tickets by 42% for Call Vantage Telephony Adapters.
  • Refined Call Center processes and M&Ps leading to overall reduction in call in rates for R&M of 65% and Service of 72%

Product Management

  • Product Development manager for Digital Life specializing in IT and system/infrastructure initiatives. Key projects included Installment Billing, Expansion of Existing Sales Channels, and Customer Self Installation.
  • Product Marketing manager responsible for the successful launch of U-verse Voice Customer Self- install service. This more cost-effective acquisition model saved the company over $3M in the first full year of deployment.
  • Product/Project lead for enhanced automated ticketing system that ensured correct service personnel is dispatched to customer premise. Unproductive truck rolls decreased by 11%, saving company $1.7M in 1st year.

Customer Service & Call Center Management

  • General Manager of Loyalty Call Centers supporting 800+ employees across multiple locations. Exceeded 2024 KPIs/objectives.
  • General Manager of Direct Mail – Direct Response Telesales and Customer Lifecycle Management Call Center. Exceeded 2014 – 2015 sales and service metrics.
  • Reduced customer escalation (calls forwarded beyond customer service representative to management) by 30%, through process improvement and representative training.

Employee Management, Training & Development

  • Instructed multiple employee training classes, including management (Stairway to Leadership), new employee, new products and services, customer service, customer network systems, technical courses, associate instructors, and site training development.
  • Traveling trainer, providing instruction to call center employees in Dallas, Atlanta, Milwaukee, Newark, Mesa, and Kansas City.
  • Mentored employees for management program – Associates to Management Advancement Program.

Entrepreneur

  • Founder, Publisher and Editor in Chief @www.worldscoolestnerd.com “Exercise your Mind”!
  • Author, Comic book Creator, Blogger.
  • Founder and Master Beekeeper of Paradise Mountain Apiary caring for Italian Honeybees and surrounding tree and plant life.

Professional Achievements & Awards

  • AT&T – We Care Award, 2024 (Going above and beyond to create a great work/life balance)
  • AT&T – Summit Award, 2023 (Outstanding Performance of Loyalty Call Centers)
  • AT&T – Summit Award, 2016 (Outstanding Performance of Loyalty Call Centers)
  • AT&T – Leaders Voice Award (Summit), 2005 (42% reduction in Trouble Tickets)
  • AT&T – Showcasing Excellence Award, 2004 (Start-up of CVoIP Call Center)
  • AT&T – Leaders Voice Award (Summit), 2003 (Saving AT&T $1.7 Million)
  • AT&T – Spirit of of Communications (Summit), 1991 (Corrected Billing Error, Saving AT&T $1 Million)