Joni Arison, SVP of Customer Contact Transformation at AT&T, Dallas Resident, and Fan of Daily Workouts   

For those who rely on their electronics to get thru life (and who doesn’t, these days?) — but still loves good old-fashioned customer service — meet Dallas-based Joni Arison, the Senior Vice President of Customer Contact Transformation at AT&T.  Originally from Connecticut, she grew up in an Italian-American family, but is now based in Dallas, and responsible for providing customers with cutting-edge ways to stay engaged,  via everything from social media to eCommerce to rural wireless solutions.  So covering all bases and making it as easy to communicate as possible with AT&T products is her routine task, as she conveys with a crisp, smart professionalism below.

She is also a wife and mother (noting proudly that one of her sons is “a junior on the varsity football team,”), and a fan of the following: small blocks of “Daily Think Time” – i.e. quiet intervals to focus in on business goals; small but therapeutic doses of reality TV to take the edge off after a long day; a movie date night with her husband; and Bulletproof Coffee, which she says with wonder actually does what it says it will.

Greek yogurt and good workouts are also part of the regimen to keep her on an upward trajectory at work – leading, she hopes, to the following scenario, which she articulates rather movingly: “The day I retire I would like to be able to look back, and know that there is a legacy of leaders behind me that I have touched in some way.”  How to get there?  By sharing her business expertise — and using, as she notes, the Golden Rule and Maya Angelou’s famous quote to “pay it forward” with grace and empathy.

Can you tell the readers a little bit about yourself?
Leading up to the merger of AT& T and DirectTV, I served as the Senior Vice President of the Emerging Consumer Markets (ECM) team. The team was responsible for exploring innovative business models to drive value and growth to the organization across sales channels. We challenged ourselves daily to meet the needs of AT&T’s existing and potential customers by empowering our employees to engage with customers in non-traditional ways. To that end, the team supported functions that include AT&T AdWorks, chat and social media, AT&T Connected Communities, digital experience, door-to-door, indirect eCommerce, outbound telemarketing, and strategic rural wireless solutions.

Now with DIRECTV as part of the A&T family, I am beginning my new role as the Senior Vice President of Customer Contact Transformation. My new team and I will be responsible for delivering AT&T’s vision to transition how we operate contact centers, with a focus on the increase in digital interactions. Our mission is to drive cross-functional alignment to evolve our business in a way that ensures we take care of our customers and our people – and do it competitively!

I’m also a wife and mom to two boys – a junior in high school on the varsity football team, and a senior at the University of Arkansas.

What does a day in your shoes typically look like?
I’m an early riser. I love to start my day with a good work-out before heading into the office. Once I arrive,  usually before most, coffee is essential. From there, each day is unique. I learned to make sure my schedule includes what I like to call “Daily Think Time” for myself. This time allows me prepare and think strategically about how I can add value to ensure we accomplish our broader goals.

In the evenings, I’m home to spend quality family time and get a good night’s rest to do it all over again.

What 2-3 things do you do to prepare yourself before work, and is there anything you try to accomplish every day?

• • • Early to bed, and early to rise
    • Work out
    • Add value

What is your breakfast of choice?
Recently I started following the Bulletproof Coffee recipe for breakfast.  So far I find it does what is says by providing energy and brainpower.  Mid-morning I like to have either a Greek yogurt parfait or a Larabar.

What are your rituals or tips for staying energized and motivated?
Staying healthy and active is a critical part of an individual’s success. Work can be physically and emotionally demanding. To make sure I’m able to meet every challenge, I work out and make sure I nourish my body and my mind.  I also have a busy family life, so making sure I take care of myself so that I can be present for them is critical.

How many times have you changed your career direction?
It’s been an exciting journey with AT&T. I’ve taken advantage of many opportunities to expand my experience within the company. As an executive, I’ve led sales teams in consumer and business wireline, as well as advertising. I’ve also served as Chief Marketing Officer in our consumer wireline business. One great thing about being in a company so large is that there are so many diverse businesses within AT&T that have provided me career options and growth opportunities.

What is your favorite part about your job?
I love working with our people and being part of a team. It’s been an honor to develop relationships and to have an opportunity to mentor and develop employees who have gone on to accomplish incredible things. It’s fulfilling to know that I am contributing to a part of their success, and helping others achieve their career aspirations. The day I retire I would like to be able to look back and know that there is a legacy of leaders behind me that I have touched in some way.

What and who inspires you at work?
There are a lot of talented people that inspire me daily at AT&T. I appreciate those that bring new, outside- -the-box ideas to the table. When someone can challenge me to think beyond the status quo, I feel inspired. 

Do you have a ‘Power Outfit’ that you wear for a big meeting or important work event?
We all have those favorite pieces in our closet. Finding clothes that are timeless, comfortable and allow you to express your inner confidence is key.

What is your favorite leisure activity after a stressful work week?
A small dose of reality TV.  It helps me unwind. Some would tell you that I am a fan of The Long Island Medium.  I also love date night with my husband and going to the movies.

How does your culture/background influence your work?
Growing up in an Italian family, the emphasis on the importance of family relationships has influenced me. I view my team as if they are my family. It’s also about treating everyone with the respect they deserve. Those childhood lessons have stayed with me, and are relevant now more than ever.

What was your very first job?
It was when I turned sixteen. I worked at the Westville Kosher Bakery in New Haven, Connecticut. Looking back, I can see that it taught me early on the importance of a loyal customer base: people came from all over to enjoy their bialys, babkas and challah bread.

What has been the biggest obstacle in your career, and how did you overcome it?
One of the most rewarding aspects of my career is embracing new roles, new teams and learning new parts of the business. Sometimes even new parts of the country! At the same time, this change also comes with great responsibility and can be challenging as well.  I overcome this by diving in to learn about the people and the business, and I embrace the talent and the knowledge of the team I join.  “Look, listen and learn” is always how I approach it.

What are your most steadfast ‘don’ts’ rules regarding work and the workplace, and what are your most cherished ‘do’s’? 
Never say never! Be open to the possibilities. And do follow the Golden Rule – treat others the way you would want to be treated.

What are the most important qualities of a good leader?
Trust, character, and integrity are the foundation of a good leader. In addition, today’s leader needs to be approachable and collaborative.  All are important keys to success.

What are the unforgettable traits of role models who have inspired you most?
I love what Maya Angelou said: “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” And it’s very true. I will never forget my role models and mentors and the support they provided. I appreciate that I am able to pay that forward. 

How have mentors impacted your personal and professional development?
AT&T as a company places mentoring in the highest regard. I would not be the leader I am today without the mentors I’ve had in the past. It’s invaluable to hear their stories and the lessons they’ve learned.  I also have a network of folks that I know I can contact at a moment’s notice for advice or to talk something out.

What are three questions you like to ask during an interview to know if the candidate (or job) is the right fit?

• • • Why is this the right job for you – what unique value do you bring to the table?
    • What skillsets do you have to offer this organization?
    • Give me an example of how you achieve results through others.

What advice would you give to women starting their careers?
When you have a seat at the table, own it.  Find your voice and be confident.

What book would you recommend for women just starting their career?
A classic is How to Win Friends and Influence People by Dale Carnegie.  It is a book that fits whatever stage you are in your career.  I also love Tina Fey, and really like her book Bossypants.  It’s funny as you would expect, but also shares her journey and life experiences.

What is your favorite quote you try and live by?
“Life is ten percent what happens to you, and ninety percent how you respond to it.”