CRN 2018 Women of the Channel Details


Ann-Marie Dean

Director of Business Operations, ACC Business, a division of AT&T

Location: Rochester, NY

URL: http://accbusiness.com/

Number of years in current position: 2

Number of years involved with indirect sales: 20

Twitter Handle: @ATTBusiness

Fun Facts:

Has an advanced degree (a degree higher than a bachelor's degree)
Has worked for a solution provider organization
Has a mentor
Loves Instagram
Is an extrovert
Can ride a horse
Has always wanted to be a teacher

Biography and Background:
I have worked in the telecommunications industry for 26 years in a variety of roles, including call center management, training, project management, staffing and partnering to roll out new products and services. As director of Business Operations, I am responsible for the operational management of over 130 associates within the business unit. Our Operations Management Team supports customer care, risk management, order processing, contract enforcement, provisioning, maintenance and training. I graduated from SUNY Brockport with an MA in communications. I knew after graduation that the telecom industry was an exciting field, where I could find unlimited opportunities to advance in my career.

How have you personally helped advance your company's channel business over the past year?
)* In 2017 I tasked my entire Operations Team with reviewing each process they owned to ensure that we are automating all possible steps. We worked to enhance our online system and tools to streamline as much as possible, while reducing "swivel chair" efforts within our team. This was to maintain the reputation we've built within the channel, while supporting an ever-growing customer base. We are always focused on process improvement and enhanced customer satisfaction. In phase one, we were able to automate our milestone letters by uploading order information into our tracking system, which dramatically reduced our man hours spent per order. Phase two is well under way!

What are your goals for your company's channel business over the next year?
In 2018, I will continue to work with my team to maintain the strong relationship we have with our solution providers by listening to their feedback and improving our online tools, processes and overall support. We want to ensure ACC Business is their first choice for all of their customers' needs. My goals are to increase effectiveness without increasing headcount and to introduce another automation strategy by close of third quarter.

What honors, awards, or commendations have you won over the past year?
In 2018, I will continue to work with my team to maintain the strong relationship we have with our solution providers by listening to their feedback and improving our online tools, processes and overall support. We want to ensure ACC Business is their first choice for all of their customers' needs. My goals are to increase effectiveness without increasing headcount and to introduce another automation strategy by close of third quarter.

Outside of your family, please name a woman you admire and why:
Michelle Obama! Michelle quickly became a role model to women by focusing on poverty, education and increased physical activity for our country. I admire her commitment to our female veterans and their spouses. When Michelle Obama launched Joining Forces in 2011, the unemployment rate for veterans was more than 12 percent. Today, since the introduction of Joining Forces, more than 1.2 million veterans and military spouses have been hired as a result. AT&T has committed to hiring more than 20,000 veterans by 2020.

What advice would you give your 16-year-old self?
At 16 we tend to focus on what our friends are doing and how to stay in the mainstream. Mainstream is boring! You do not have to follow the path that everyone else is following. Take a moment, stop and take those risks! Don't be in such a rush to begin life. Travel more. Take a class that sounds interesting but not in your field of study. Now is the time to experience life, not rush through each moment.

If you could master any new job-related skill, what would it be and why?
The new skill set I am currently focusing on is data analytics. I'm trying to gain a better understanding of presenting data and analyzing indicators to help me understand the trends I am seeing within our Operations Team. Data analytics can help our business increase revenue, improve operational efficiency, optimize marketing campaigns and advance our customer service efforts.

What's the best book you read this past year and why did you like it?
The Enchanted by Rene Denfeld. This novel is told through the eyes of a prisoner on death row. He imagines his life in an ancient castle, rather his current reality. The incredible imagery and artistry of words that Rene was able to weave in her storytelling was gripping. I had the opportunity to hear Rene speak about her book. Not only was the material heart-breaking, but her telling of true experiences that made their way into the book was stunning. It was incredible to hear her stories as a prison investigator and how she brought this story to life.


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