Verizon Digital Media Services - DirectorPlaya Vista, CA01/2014 - Current
Represent the business operations function on matters of policies, process, strategy and execution to all levels of management on sales related activities.
Responsible for providing direct support to Sales and Product Management to routinely evaluate the sales channel, service portfolio and ongoing evolution of pricing strategies in context of current business operations and market opportunities.
Channel Analysis - Perform market and channel analysis to develop a sales strategy by segment and service to support sales in meeting growth and profitability targets.
Strong understanding of our financial benefits of our existing customers and past pursuits.
Managed a West and East Coast team of Sales Operations Analysts who serve as the single point of contract for all standard sales transactions; provide support in the areas of pricing, contract structure and business approvals; specifically serve as a trusted adviser to sales and develop all quotations based on identified sales strategy and information collected from customers and partners; advise sales on alternative contract options to help drive deal closures; establish and ensure compliance with approval policies; identify process improvement and / or training opportunities and develop and deliver sales enablement tools (e.g.
Product & Pricing FAQ's, Pro Forma enhancements, etc.).
Managed Technical Writer responsible for driving quality and consistency within the proposals built by the sales team by collaborating with sales to learn and understand proper business judgments to lead to self-sufficiency in standard deal desk processing including margin retention.
Responsible for contract management process.
This includes the most up to date language and the SLA acceptable variations/best practices that the marketplace requires.
Effectively managed Salesforce Admin, with key focus to improve how Sales used CRM, Salesforce.
Goal to share Best Practice and increase usage of various Sales supporting applications.
Worked with Salesforce Administration team to enhance the solution and determine optimal usage of Account Planning and Forecasting, as well as future enhancements we chose to implement.
Key Liaising with other functions to ensure communications between the functional groups supporting Sales.
Support Acquisition/merger integration.
Verizon, Digital Media Services - Sr. Operations ManagerAshburn, VA01/2011 - 01/2014
Network Operations Team
Support Customer Care and Operations Director in managing and providing direction to 20+ staff members in various customer-facing or supporting roles: B2B Customer Care Operations Technical Helpdesk Staff, Supervisors, Project Managers, Quality Assurance Analysts, Sr.
Analysts, Client Service Managers and SFDC Admin.
Strong focus on new Customer initiatives/support, new product releases, E2E customer experience, Service Desk development and support and overall process improvement.
Responsibilities/accomplishments outlined belo.
Management and administration of the Operations Support team, including customer service positions.
Manage the customer service function across processes, tools and standards employed by VDMS Operations.
Manage customer relationships and the facilitation and closure of issues for VDMS order and content issues.
Developed strategies and operating plans for, as well as manage the execution of, the Customer Care team to provide consistently high-quality service which drives customer loyalty.
Ensure that all Customer Care work processes are documented and refreshed to achieve customer satisfaction, operational and audit compliance objectives.
Manage customer needs for Rush Order compliance with Service Level Agreements.
Involvement in CRM selection process, requirements gathering, development and deployment.
Aggressively identify and address performance deficiencies by developing and executing performance improvement plans, which seek to increase team efficiency and effectiveness.
Provide leadership in resolving issues related to inter-departmental workflow and processes.
Act as primary management escalation resource for B2B customers and internal feedback pertaining to the team.
Support legal with Contract review to ensure service performance criteria are obtainable and within support capabilities.
Develop individual and team key performance indicators.
Manage service and quality reporting.
Partner with Finance Operations to coordinate billing and collections to maintain efficient processes and improved customer experience.
Worked closely with senior leadership across various Comcast channel groups [Corporate headquarters, Division, Regional and Local markets] to provide direct support, communicate forecasted targets, Best Practices and managed Incentive funding in all Sales, Retention and Care operations.
Crossing 6 states and supporting over 6 million cable subscribers].
Worked with cross-functional senior management and marketing to create and implement sales and growth strategies.
Assisted systems and leadership personnel in the approach, planning, and implementation of new products and services [Example; IVR development, CTI implementation in various Call Center sites].
Maintained high-level knowledge of operating functions pertaining to Care operations, to lend expertise on various projects across all Comcast product lines (Internet, Phone & video).
Worked with leadership across the Division to develop and execute proactive and tactical retention and sales strategies for all products in order to meet subscriber and financial targets.
Strong emphasis on increasing product usage, enhancing customer awareness of various product benefits and re-education and improvement in training tools throughout Division Call Centers.
Led communications and change teams in supporting clients' business strategies, including public affairs, policy analysis, operation integration and cross-regional coordination, business transformation, strategy alignment, or other initiatives.
Supported Sales and Product Management to routinely evaluate the sales channel, service portfolio and ongoing evolution of incentive strategies in context of current business operations and market growth opportunities.
Collaborated with Sales to learn and understand proper business practices.
Managed the sales phases to include reporting; assessed performance and identified areas of risk and escalated as appropriate; Established and ensured compliance with approval policies across the market; Identified process improvement and / or training opportunities and Sharing of Best Practices.
Supported development and delivery of sales enablement tools across the markets.
Overview of Key Projects/Accomplishments.
Supported implementation of Competitive Edge 2.0 & 2.6 across 19 Call Centers in the Comcast Eastern Footprint.
Eastern Division Project lead on 'National Movers Retention Initiative Project'.
Goal: Improved customer retention when moving within state and out of state in Comcast footprint by 7% in a 12-month calendar-rolling period.
Developed Eastern Division Retention & Sales Scorecard to measure improvements in operational metrics (Call abandon %, variance to forecast, transfer %, service level, total retention & sales calls handles by designated group vs.
Outsource group %, total Call Center account disconnects vs.
Retention group %, product line disconnects, Monthly save rate, RGU disconnect, ending subs, basic churn% and ending basic Net adds).
Project Manager on National Incentive program - Goal to improve revenue-generating units (RGUs) per quarter and report on regions hitting target or in need of improvements.
Supported regions throughout incentive period, managed designated budget (up to 1mil), allocated quarterly funds, provided trends on past and present results and communicated monthly, quarterly forecasted budget/unit goals.
Corporate liaison and single point of contact for B2B customers and internal executive sales teams.
Managed and motivated a team (140+ employees) of Customer Service Account Executive Supervisors, Trainers and Specialists in the commercial satellite service industry, who provided services to new and existing customers and while optimizing customer satisfaction and retention.
Ensured competence and continuity of qualified staff through optimum selection, training and developmental, appraisal and motivational techniques.
Ensured achievement of system, team and individual performance criteria and goals.
Communicated competitive situations, offers, marketing sales and promotional information to the teams to ensure maximum performance.
Directly involved in recruitment and the interviewing process for prospective Customer Service Specialist, Supervisors and Trainers and conducted annual performance evaluations.
Monitored staff productivity in accordance with established policy to ensure service and quality standards were met.
Represented company for business partnership relations, training and performed as guest speaker at various trade shows.
Contributed to DISH Network Call Center expansion going from 2 to 11 Centers.
Assisted in the implementation of the DISH Network Commercial Call Center internal web communication page development, contributed in the Commercial System Enhancement project to decrease order entry errors, resulting in decrease customer complaints, more immediate business updates, employee empowerment and increased employee competency with a 75% improvement in training outcomes and accountability.
Approach, Marketing sales
Basic, Order entry
Business operations, Policy analysis
Business strategies, Pricing
Cable, Pricing strategies
Call Center, Processes
Competitive, Process improvement
Content, Product Management
Contract management, Project lead
Contract review, Proposals
Client, Quality Assurance
Customer satisfaction, Reporting
Customer Service, Requirements gathering
Customer Service Specialist, Sales
Customer Care, Service Level Agreements
Driving, Technical Writer
Edge 2.0, Phone
Senior management, Trade shows
University of PhoenixPhoenix, AZMBA: Technology Management