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Work Background
Cox CommunicationsAVP - Digital Operations
Mar. 2021 - Dec. 2024Atlanta, Georgia, United StatesCox Communications, Inc is an American digital cable television, telecommunications, and home automation services provider.
- Directed 1707 projects in FY 2021 or a 14% improvement YoY and with a 76% (6% increase YoY) on-time completion rate.
- Managed the successful transition back into the office after the height of COVID-19 for a team of over 15 individuals.
- Achieved with the digital team a net gain of 75K new customers while balancing a Connect goal of 1.8M, Churn goal of 2.29%, and grew revenue by $310M to $9.9B USD.
- Product Owner for all Digital supporting applications managing a capital budget of over $10M per year
Cox CommunicationsDirector - Online Sales, Site Operations, & User Experience
Jan. 2018 - Mar. 2021Greater Atlanta Area- Measurably impacted SEO efforts with an 89% overall increase in first page Google rankings of which 74% were top 3 rankings between Q2 and Q3 2018.
- Set an all-time record of 45%+ YoY increase in organic orders, improving total orders from 35K in Q3 of
2017 to over 51K in Q3 2018.
- Fostered gate page and address flexibility subsequently raising shop traffic by 7% YoY or 2500 online
orders with an average conversion rate of 2%.
- Interviewed and hired 5 FTE’s to proactively address staffing demands while continuing to positively impact SEO and design asset turnaround.
- Improved 39% YoY with the competition of 1,253 projects during a worldwide pandemic in 2020.
Cox CommunicationsSenior Manager - User Experience & Requirements
May. 2015 - Jan. 2018Greater Atlanta Area- Managed residential and customer sales transactions at Cox.com and provided tailored recommendations for targeted user experiences by segment.
- Product Owner responsible for technology prioritization related to e-commerce activities and applications
- Partnered with internal research team to generate mobile strategy research to determine customer trends and desires for future state mobile app development.
Verizon WirelessAssociate Director - E-commerce Funnel Optimization
Nov. 2013 - Mar. 2015Alpharetta, GAAccountable for driving conversion improvements across mobile, tablet, and desktop sales funnels. Led a team that used a variety of tools to engage in multivariate testing, user testing and feedback, and analytics to drive continual purchase path optimizations as well as customer satisfaction. This included responsibility for post purchase touchpoints and reviewing business rules, customer contact strategies, and system integration for lost sales opportunities or process improvements.
Verizon WirelessAssociate Director - Mobile & Tablet Commerce
Feb. 2013 - Nov. 2013Alpharetta, GAResponsible for m.verizonwireless.com, and VZW tablet shopping experience. Developed and implemented the long term strategy for commerce on the handset including servicing existing customer commerce needs - contract renewals, accessory sales, and addition of lines as well as new customers. Helped to define the role of the handset in a broader omni-channel environment and using that device as the glue to provide seamless customer transitions across business groups and sales channels. Led team to reinvent mobile and tablet shopping experience while providing requirements and interactions for our backend ATG / Endeca re-platforming. Grew m.verizonwireless.com to become a substantial YOY driver of traffic and sales to the online space. Continued innovation in the wireless industry by being first to market with mobile interactive sales chat, and Spanish translated mobile shopping experience. Developed and launched first tablet optimized proof of concept site among US wireless carriers.
Verizon WirelessManager Internet Sales and Marketing
Nov. 2003 - Feb. 2013Full responsibility for Internet Sales and Marketing (ISM) relationship with Moxie Interactive web properties. Primary focus on e-commerce White Label Store (WLS) site which powered many unique campaigns, ECRM (email programs), and promotions as well as serving as the failover for verizonwireless.com in case of system outage. Managed all aspects of design, creation, approvals, testing, and support of over 10+ highly trafficked and integrated domains within the verizonwireless.com customer experience. Designed and launched first mobile e-commerce site for verizonwireless.com focused on accessory sales from the handset integrating with VZW handset application. This expanded to the first device optimized web experience for Verizon Wireless - m.verizonwireless.com. Used by Google during an AdWeek presentation as an example of ‘how to optimize’ a web experience for the handset. Worked with Moxie to implement first Adobe CQ5 environment. This content management solution was used to re-launch our business.verizonwireless.com domain with the goal of faster content updates, and decreased reliance on technical resources. Completed both the CQ5 administrator and developer training from Adobe. With Moxie designed and created a technical infrastructure leveraging distributed content delivery (Akamai), webservices, and contingency fallback plans to support most highly trafficked and visible device launches including first Droid launch (with Google Homepage placement) and various back up scenarios for iPhone launch. Responsible for translation of verizonwireless.com into Spanish. Internal Subject Matter Expert on website translation and technologies. Budget responsibility for $11 million yearly. Wrote systems support contract requirements that are now used as the benchmark standard for Verizon wide 3rd party hosting agreements.
Verizon WirelessManager - Reseller Marketing and Sales Operations
Oct. 2001 - Nov. 2003Responsible for developing new wholesale pricing and promotions. Led team that closed and launched Alltel "Simple Freedom" account, worth $61 million in revenue and 440k net subscribers over a 3 year period. This included overseeing IT and Network development for product support, working with Finance on overall business case, and producing status presentations for VZW's Commercial Committee (consisting of CFO, CMO, CIO, and COO).
Verizon WirelessManager - National Marketing Operations
Jul. 2000 - Oct. 2001Accountable for project management and implementation of national marketing initiatives. Single point of contact for all National Rebate programs for Verizon Wireless. Developed on-line rebate form distribution that enabled a 75% reduction in cycle time for instituting new
Verizon WirelessPROJECT MANAGER
Nov. 1999 - Jul. 2000Worked with Joint Venture Customer Care leadership team to make recommendations on future state Verizon Wireless care best practices.
GTE WirelessSYSTEMS IMPLEMENTATION - MANAGER
May. 1998 - Sep. 1999Responsible to the Midwest Area President for all implementation efforts related to billing system and point of sales system consolidations for the Midwest Area.
GTE WirelessVIRTUOSO BILLING SYSTEM - ADMINISTRATOR
Jun. 1997 - May. 1998Accountable for end user support and issue resolution, for the Virtuoso billing system production environment.
GTE MobilnetCUSTOMER SUPPORT - SUPERVISOR
Jun. 1996 - Jun. 1997Managed 12 - 18 employees to specific management defined call and revenue objectives.
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