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Work Background
IntelsatSr. Manager, Enterprise Program Management
Dec. 2017Tysons Corner, Virginia, United StatesSr. Manager, Enterprise PMO
Leading service delivery programs including antenna builds in Hawaii and other commercial priorities. Establish the PMO’s framework. Lead integration of Intelsat’s government business into parent company. Program Lead, Commercial Project Management Office (PMO)
Directed a start-up division supporting a four-year, transformational program to expand 5G services in the US. Created the PMO’s framework and formed strategic partnerships with vendors and 1,250 US broadcasters and cable operators. Completed the project six months ahead of schedule. Manager, Enterprise Project Management Office (PMO)
Developed new products and services across several of Intelsat's US Business units. Generated $3 million in revenue in the first year of an aviation product launch.
Time Warner CableSr. Director Change Management PMO
Apr. 2007 - Oct. 2017Senior Director, Change Management PMO
Led the implementation of enterprise-wide strategic projects to address TWC’s top 30 priorities. Initiated a new modem lease fee affecting 8 million residential broadband customers. Engaged stakeholders at the SVP level. Director, Product Management
Executed the product roadmap to create and launch digital products, including the cable industry’s first streaming product for iOS. Launched streaming app on Roku that had over 500K downloads.
AOLSenior Product Manager ★ Business Development ★ Product Innovation
Jan. 2005 - Jan. 2007Ashburn, VAAOL was an early pioneer of the Internet. At the height of its popularity, it purchased the media conglomerate Time Warner in the largest merger in US history. AOL was eventually spun off from Time Warner in 2009 and was acquired by Verizon Communications in 2015.
I was hired to develop products that would increase self-service and provide a better customer experience. To that ends, I planned and drove development of customer care products, including an IVR, Chat/Email platform, Member Services portal and several self- help applications and worked closely with engineering, user experience, operations and customer support teams to ensure successful product launches.
We had a noteworthy success in improving Customer Experience. We drove development of products that lowered customer service costs and dramatically reduced customer hold times. Additionally, we led development of IVR with speech recognition that delivered savings of >$18M in the first year and launched a completely revamped AOL Chat product supporting 15 million paying customers.
Price Waterhouse Management ConsultantsManagement Consultant
Dec. 1999 - Sep. 2003Baltimore, Maryland AreaI was hired as a new college graduate to support large-scale ERP implementations within the Engery sector. Our team deployed Indus Passport at American Electric Power (AEP) and SAP at Duke Energy. I was tasked with interviewing employees at these organizations to document workflows and opportunities to automate functions.
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