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Work Background
VerizonVerizon Consumer Group - Associate Director, Mobile & Home Product Management
May. 2024Basking Ridge, New Jersey, United States
VerizonVerizon Consumer Group - Associate Director, FWA (5G Home & LTE Home) Commercialization
Mar. 2023 - May. 2024New Jersey, United States- Designed & delivered industry-leading commercialization strategies for the Fixed Wireless Access (FWA - 5G Home & LTE Home) portfolio of products, programs, and experiences. - Designed & lead the FWA Commercialization Orchestration & Implementation Team to drive the growth of the FWA portfolio and uncover new market & industry opportunities.
- Elevated a Team of experienced individuals to an understanding of Commercialization as a skill and practice by combining strategy and product management.
- Delivered industry-leading strategy and implementation guides for quick turn-around opportunity evaluation with standardized processes for implementation and growth of any organizational opportunity, project, or program.
- Lead cross-functional teams (Network, Product Management, Customer Experience, Sales, IT etc.) across Verizon to deliver on their respective targets towards goals, including but not limited to revenue, subscriber growth/retention, product quality, network quality, and NPS.
- Designed & launched the first Professional Setup offering for Verizon’s C-Band suite of 5G Home products within legal and labor required deadlines and exceeded results with an immediate increase in the 5G Home product take rate and professional setup success rate. The launch seamlessly prepared the business for subsequent revenue-generating launches that built upon the framework of this design solution.
- Designed & launched the Cancel & Churn Reduction Program as a cross-functional partnership across partners to drive customer retention by solving critical challenges in the existing quality of the network, device, and experience.
VerizonVerizon Consumer Group - Product Management, 5G Self-Service Programs Lead
Nov. 2019 - Mar. 2023Basking Ridge, New Jersey, United States- Designed & delivered industry-leading products & strategies for Verizon’s 5G portfolio
- Transitioned the FWA Product Management team into the Agile Team process.
- Founded & lead the Self-Service Programs team and its primary programs by recognizing & analyzing the market opportunity for automated, proactive, and personalized self-service experiences across VZ systems & businesses, and presented the purpose & value to Executives. Self-Setup Program:
- Designed & enhanced the setup experiences to reduce customer’s time in setup with next gen technologies (ie. AR tools) and CX strategies for end-to-end experience simplification.
- Lead the YouTube Strategy to provide industry-leading how-to and informational videos on the network and devices.
- Designed & launched the first plug-n-play setup experience for FWA devices.
- Launched the World’s first multi-spectrum 5G receiver with a setup that simplifies the customer’s ability to acquire mmW, C-Band, and LTE spectrums. Proactive Care Program: - Designed from inception as a cross-organizational program to deliver enhanced Network, Support, and Self-Service experiences for FWA & Fios.
- Designed & implemented proactive tools and troubleshooting experiences for anomaly detection, self-healing, and intelligent decisioning to improve the end-to-end experience from Network & IT systems through product use and troubleshooting.
- Managed & coordinated a global team of 100+ individuals across CX, Design, Digital, Device, Network, IT, Analytics, Customer Service, Content, and Communications.
- Delivered advanced architectural designs and launched ahead of organizational expectations.
- Improved service reliability, customer satisfaction, and revenue opportunities, while decreasing churn, call-in-rates, and unnecessary truck rolls for repairs. Voice-Assisted Skills for Verizon Home Internet:
- Launched self-service experiences with the Verizon Assistant across FWA & Fios.
- Launched the Amazon Alexa Skill for 5G Home.
VerizonVerizon Consumer Group - Customer Experience & Transformation, CX Strategy & Operations
Oct. 2018 - Nov. 2019Basking Ridge, New Jersey, United States- Conducted the research & development of customer experience strategies to inform the Verizon Consumer Group (VCG) customer experience (CX) transformation across digital, employee engagement, and social media.
- Developed and presented the recommended strategy for Verizon’s App Ecosystem at the App Strategy Summit (Jan 2019) via research of the global app market & trends, telecommunications industry app usage & trends, and an internal audit of Verizon’s existing app ecosystem across the Verizon Media Group (VMG), Verizon Business Group (VBG), & Verizon Consumer Group (VCG).
- Developed and managed the CX Governance process across the VCG CX & CMO CX organizations in conjunction with key channel partners (sales, service, & marketing); including the coordination of governance meetings, consolidation & development of materials, and overall execution of the cross-organizational Governance strategy.
- Managed the VCG CX Event Strategy including overall event management & coordination, executive management, presentation development, and event engagement reporting.
- Managed all VCG CX Executive Communications in support of the Senior Vice President’s Chief of Staff, including communication drafting and eCRM delivery.
- Lead & managed the Quarterly VCG Customer Experience Reviews (ORs) held with the CEO of VCG and Verizon’s CMO.
- Conducted market research & analyses to inform and deliver recommended CX strategies.
VerizonVerizon Consumer Group - Smart Family, Customer Experience & Brand Advocacy Program Consultant
Apr. 2018 - Oct. 2018Basking Ridge, New Jersey, United States- Designed a comprehensive advocacy program for Verizon to address the Family marketplace through cause-marketing & brand advocacy efforts.
- Created an end-to-end strategy for development, implementation, and execution of the program, the associated marketing campaign, and the product’s development.
- Managed and conducted thorough market research and competitive analysis at the national & international market levels to identify & prove the competitive opportunity for Verizon Executives.
- Conducted a thorough customer experience review of & delivered a customer experience strategy for the Verizon Smart Family product across it’s 7 digital platforms: MyVerizon Web - desktop, MyVerizon Web - mobile, MyVerizon App, Verizon Smart Family App iOS, Verizon Smart Family Android, Verizon Smart Family Companion App iOS, Verizon Smart Family Companion Android.
BlackRockUS Digital Engagement Marketing, Associate & Acting Director
Mar. 2016 - Aug. 2017Princeton, NJ/NYC/SF- Designed and managed digital marketing strategies for BlackRock.com/US and iShares.com/US
- Project Managed end-to-end customer experience strategies across BlackRock & iShares distribution platforms and the digital transformation across the businesses
- Optimized strategies to create customer-centric experiences while achieving business goals to address the rise of FinTech
- Partnered with Global BlackRock teams (business leads, creative designers, digital designers, developers, product leads, and advertising) to achieve a 360-degree consistent customer experience
- Managed research endeavors to understand/test strategies with customers for optimization
BlackRockUSWA Campaign Marketing, Associate & Acting Director
Sep. 2015 - Mar. 2016Princeton, NJ/New York City/San Francisco- Founded the USWA Campaign Marketing team by analyzing the business need and presenting the purpose & value (structurally/monetarily) to Marketing/Business Executives
- Developed, managed, and delivered data-driven marketing campaigns for product and brand marketing strategies in the US Wealth Advisory market
- Project managed marketing campaigns for all products/services from inception to delivery through US Wealth Advisory distribution channels (face-to-face, email, phone, online)
- Managed third-party vendors to design, execute, and analyze campaign strategies
- Optimized campaign strategies and build the infrastructure for a cohesive customer experience across marketing distribution platforms
BlackRockUS Wealth Advisory Channel Marketing & Strategy, Analyst
Mar. 2013 - Sep. 2015Princeton, New Jersey- Planned, developed, executed & analyzed key marketing initiatives for the Wirehouse and Independent distribution channels, including ongoing sales communication and training
- Provided daily strategic guidance & supported to divisional sales managers, external advisor consultants and internal advisor consultants to drive results for the US Retail business ($100+ billion in assets managed)
- Managed BlackRock’s internal, online portal for sales communication and developed & executed plans to introduce technology to sales teams (ie: sales strategies using iPads)
- Developed and implemented product/service marketing campaigns, training and collateral aligned with the tactical and strategic initiatives of major distribution partners
- Planned, managed & executed internal sales and external client events for all of BlackRock’s US Wealth Advisory Channels from initial promotion to follow-up marketing programs. Event mediums: in-person, telephone, and virtual conferencing (ie: national client conferences in a virtual environment)
- Liaised with BlackRock’s Digital Marketing team to manage ongoing website and email content
- Liaised with Internal and External creative teams to implement a consistent visual identity across marketing delivery platforms
Affordable Housing AllianceForeclosure Mediation Intern
Aug. 2012 - Nov. 2012Eatontown, NJ- Assisted Foreclosure Mediators with preparatory paperwork for clients prior to in-court mediation with banks
- Responsible for acquiring and transferring any documentation
- Primary resource for clients regarding their mediation
- Technology resource for the Eatontown office
Seton Hall UniversityFirst-Fidelity Work-Study, Stillman School of Business
Sep. 2011 - Mar. 2013South Orange, NJ- Assisted faculty in daily and professional needs: organizing and coordinating educational/professional events, editing course textbooks, and editing faculty research for publication
- Organized and distributed pre-law resources for students and faculty interested in the field of law
Apple RetailSpecialist, Mentor
Sep. 2010 - Mar. 2013Freehold Raceway Mall, Freehold, NJ- Leadership: played a direct role in developing “MobileMentor”, a communication system that allows mentors to gauge individual specialist performance; help employees learn and grow within the company - Customer Relations: engaged with over 100 customers a day through lessons, sales, and repair appointment and enriched their lives by determining various products and services attuned to their specific business or consumer needs
- Acquired and closed the national contract for Six Flags by identifying the business opportunity the company had to leverage Apple’s mobile devices and software to manage inventory and customer interactions.
PolkiDolki LLCCo-Founder, Creative Director
Jun. 2008 - Jan. 2014Manalapan, NJ- Founded the company at 16 years old by identifying an opportunity for custom and personalized clothing, interiors, & events
- Directed the design team for the PolkiDolki Couture line and event designs along with organizing the inventory for all three sectors of the company: Event Management, Interior Design, and PolkiDolki Couture
- Designed and executed marketing strategies and advertisements to advance sales and leads for events and exhibitions
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