Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Robert Toth

Robert Toth

Lead Project/Program Manager
Košice

Summary

Strategic and results-oriented Program Manager with close to a decade of progressive leadership at AT&T. Proven success in driving enterprise-wide transformation initiatives, managing high-impact cross-functional programs, and delivering scalable, AI-enabled solutions. Strong foundation in customer operations, support optimization, data intelligence, and people development. Currently leading transformation trials, innovation projects, and executive reporting development across multiple European Tech Care Centers.

Overview

10
10
years of professional experience
9
9
years of post-secondary education
5
5
Certifications
3
3
Languages

Work History

Lead Project/Programme Manager

AT&T
01.2025 - Current
  • Led strategic transformation and AI-focused programs across European Tech Care Centers
  • Designed and implemented the Centralized Support Desk (CSD) to Expert Assist restructuring, reducing support staff by over 50% across three EU locations
  • Directed APA/Narrowband team (35 agents, remote leadership in Bratislava), introduced Power BI reporting for service migration and tool adoption insights
  • Created trial analytics system for hybrid product support (Fiber + Mobility), leading to executive approval to scale program across EMEA
  • Support delegate to Compass project, driving huddle board feature development and executive dashboard usability across regions.

Associate Director

AT&T, Košice
07.2020 - 01.2025
  • Oversaw multi-LOB care teams with consistent 99%+ attainment and regional recognition
  • Led Step Forward EU development program (115 participants, 4 countries), PIVOT mentorship pilot, and talent strategy design
  • Drove innovation in onboarding (Post-Nesting Incubation), workforce retention (+380bps attrition improvement), and hiring systems revamp
  • Built detailed Fiber/Chronic support performance systems and implemented AI-enhanced project triage across sites.

Escalation Desk Manager

AT&T, Košice
12.2018 - 07.2020
  • Led SME escalation teams and advanced technical handling units
  • Built data dashboards and tracking models for resolution KPIs.

Customer Care Operations Manager

AT&T, Košice
08.2018 - 12.2018
  • Ran operational units and support models for product-specific queues.

Specialist / Shift Lead

AT&T, Košice
01.2018 - 07.2018

Senior Staff Associate / Service Lead

AT&T, Košice
09.2016 - 12.2017

Customer Care Agent

AT&T, Košice
09.2015 - 08.2016

Education

Master’s Degree - Social Sciences

St. Elizabeth University
01.2014 - 01.2016

Bachelor’s Degree - Social Sciences

St. Elizabeth University
01.2011 - 01.2014

Upper Secondary School Examination - Slovak, English, Geography, and Social Sciences

Gymnázium Štefana Moysesa
01.2006 - 01.2010

Skills

  • Program & Project Leadership
  • Business Transformation
  • Operational Strategy
  • Talent & Performance Development
  • Stakeholder & Cross-Functional Communication
  • Strategic thinking
  • Execution skills
  • People leadership
  • Mentoring
  • Reporting architecture

Certification

Six Sigma Green Belt, LinkedIn Learning, 08/01/24

Timeline

Lead Project/Programme Manager

AT&T
01.2025 - Current

Associate Director

AT&T, Košice
07.2020 - 01.2025

Escalation Desk Manager

AT&T, Košice
12.2018 - 07.2020

Customer Care Operations Manager

AT&T, Košice
08.2018 - 12.2018

Specialist / Shift Lead

AT&T, Košice
01.2018 - 07.2018

Senior Staff Associate / Service Lead

AT&T, Košice
09.2016 - 12.2017

Customer Care Agent

AT&T, Košice
09.2015 - 08.2016

Master’s Degree - Social Sciences

St. Elizabeth University
01.2014 - 01.2016

Bachelor’s Degree - Social Sciences

St. Elizabeth University
01.2011 - 01.2014

Upper Secondary School Examination - Slovak, English, Geography, and Social Sciences

Gymnázium Štefana Moysesa
01.2006 - 01.2010

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Robert TothLead Project/Program Manager