Competency Experience:

 

Strategy and Technology

• Thought leadership and speaking on implications of disruptive technologies such as cloud computing, 3D printing, and “Big Data”.

• Consulting to Fortune 100 leadership teams on transformation and customer experience strategies.

• Strategy development and Board level business case creation for major initiatives such as:

  • Convergence strategy for large media and communication enterprise to monetize, bundle and distribute content via traditional and emerging channels (internet, telephone, cable, cellular).

  • $1B+ wireless data spectrum auction.

• Executive leadership of multiple large scale ($250M+) billing and operating support system vendor selection, implementation, and customer conversion initiatives.

• Requirements and user experience management, prototype development, and testing from legacy through cloud environments.

• Software business management and sales for custom software development and services, customer contract negotiations, and software project delivery oversight.

 

Integration and Execution

• Planning for and execution of board-level initiative to redesign governance, processes, organization, and systems for customer invoice and messaging function to address regulatory compliance issues for Fortune 100 company. 

• Establishment of program management office and testing approach for introduction of new technology and product line (video over fiber) for major communications provider.

• Merger and acquisition support for several significant mergers/sales including infrastructure consolidations, product line reconciliations, process changes, government compliance, and customer migration.

• Served as key decision maker for 2nd release of $250M software and conversion project, and managed initiative within budget and timelines successfully supporting convergence strategy for consolidated billing across enterprise.

• Principal member of Executive Steering Committee for new data technology product launch. Led implementation team for product launch planning including service strategy, device support strategy, IT and operations timelines, and billing and support requirements.

• Led implementation of international partnership (AT&T/British Telecom) alliance agreement.

 

Operational Excellence and Results

• Achievement of operational results as executive directly responsible for multiple regional business customer contact centers (3,000+ managers and employees).

  • Corporate account customer satisfaction metrics to record levels.

  • Organizational transformation to include sales with service while reducing costs.

  • Organizational transformation to include expanding product lines and converged offerings during periods of rapid growth

• Led customer support planning and tech support implementation for new technology products with cost and service results at industry benchmark in nine months.

• Positive impact on customer-facing and operational results consulting to small and large business clients.

• Establishment of new physical sales and service centers in emerging cellular industry while responsible for customer service, billing, installation, repair, and telemarketing functions (Southwestern Bell Mobile Systems);

• Responsibility for variety of call center and business-to-business contact and ordering service models and personnel.

 

Allliance Competencies:

 

• IT Project Management

• Application Development

• Infrastructure

• Cloud Computing

• Creative, Branding, Social Media

• Local and Federal Government