AOLSr Partner & Business Planning Manager, AOL Search & Local
Jan. 2004 - Jan. 2008Managed advertising and content partner relationships with: WhitePages.com, Columbia Press, Merriam Webster, Superpages, and Oodle among others. Led internal and external high volume customer service organization at AOL Yellow Pages. Led business development activities for AOL Local properties: identifying strategic opportunities, farming and sourcing prospective partners, managing request for proposal (RFP) process, proposing deal models, contract analysis, rallying stakeholders and executing deals. Negotiated distribution, content licensing, white label, and revenue share deals. Handled issue resolution and post deal support functions. • Minimized costs by negotiating several revenue share or cross-linking arrangements, for instance negotiated deal with Experts123 to provide content for AOL Reference Center at no cost to AOL.
• Developed and implemented a comprehensive support system for AOL Yellow Pages advertisers and users, ensuring seamless interaction and satisfaction. Managed a dedicated support team with internal and external employees, providing training and resources to handle a wide range of inquiries and issues efficiently. Achieved significant improvements in response times and resolution rates, enhancing overall customer satisfaction