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Work Background
Charter CommunicationsCustomer Experience/Launch Management
Dec. 2021United States• Initiated regular in-depth analysis of voice of customer and internal business data, identifying key business, process, education and offer enhancements. Full project collaboration with business units to execute opportunities.
• Created actionable direction through investigative, collaborative research projects for senior leadership including churn, buyflow ease of use, onboarding, website support, competitive analysis.
• Collaborating with Product and Channel leadership, judge effectiveness of product and service launches through employee focus groups, call listening, voice of customer & social media analysis.
• Created the inaugural Customer Experience Task Force to driving collaboration between all Customer Experience and related functions.
The Customer CenterChief of Staff / Director of Special Projects – National Role
Dec. 2018 - Sep. 2021• Reporting to ownership; full oversight of department leadership for three business units including: Human Resources, Recruiting, Training, Sales, Operations, Logistics, Reporting and Analytics, Strategy and Planning, Business Development, Internal and External Communications:
• Sprint/TMobile Retail locations (74 units). Executing on ownership direction to increase productivity I established employee produced success plans, monitored progress weekly with field leadership, coached where needed and required follow up / updates, weekly. This resulted in productivity being maintained or improved, despite much of the time being overshadowed by the COVID-19 pandemic. Also assured Operational Excellence with the focus on minimizing losses and identifying/realizing profit centers. Through regular monitoring, I was able to save the company over $500k in expenses in 6 months as well as rank Top 5 nationally on the carrier scorecard.
• Boost Mobile Master Distributor. The wholesale business needed to be streamlined with increased accuracy. Processes were introduced impacting ordering, receiving, organizing, and shipping / billing product. Once in place, delivery time was decreased by 50%, dealer satisfaction improved, billing errors became infrequent, and product loss was reduced to nearly zero.
• Evolve Athletic Club. Upon purchase of a high-end fitness facility, I was tasked with managing the build out, client satisfaction, growth, and profitability. Construction was completed 2 months ahead of schedule without exceeding budget. Through a combination of social media advertising, a referral program and feet on the street, membership increased by 200% within the first 6 months.
SprintChief of Staff / Regional Operations
Sep. 2009 - Sep. 2018United States• Act as proxy to the Northeast President in all areas of the business both internally and externally. Manage day to day sales, operations, and network analysis, identifying challenges and opportunities then recommending and executing results-oriented action plans through all departments including budget development and P&L management.
• Managed the regional leadership team in the creation of customer-centric initiatives resulting in a 20% increase in customer satisfaction scores.
• Acted as lead in a major corporate restructuring including financial, build out of network and retail footprint, and marketing strategy gaining approval for nearly $200M in additional funding.
• Led the One Million Project for the New York metro area, donating over 10K devices to local school children as part of Sprint’s community outreach efforts.
• Spearheaded actions to reach the corporate goal of 25% improvement in all metrics for underperforming stores, achieving 80% attainment across the board, through active collaboration with the channel director to evaluate data and identify root causes, and creating and monitoring action plans.
The Walt Disney CompanyNational Director of Sales and Distribution
Sep. 2006 - Sep. 2009United States• Provided guidance and leadership to the overall company direction including product development, pricing, and feature roadmap. Coordinated Visual Merchandising activities and established an interdepartmental creative/production team which produced and distributed, branded materials and corporate merchandising.
• Headed a cross functional business development funnel which evaluated, prioritized, and designated resources to opportunities, resulting in a 50% retail/wholesale footprint increase to over 4,000 locations, including a complex 800 carrier location launch and mall kiosk program.
• Managed complex internal and external relationships through personal contact and the development of a consistent communication system that streamlined processes, created accurate reporting, and improved accounts receivable.
SprintDirector of Sales / Director of Marketing and Operations
Sep. 1996 - Sep. 2006United StatesDirector of Sales
• Created and managed direct and indirect distribution including sales, marketing, business development, retail merchandising, operations, staffing, training, communications, and brand management.
• Established and maintained key retail relationships as well as automotive integration and after-market sales, acting as a strategic partner and liaison to national retailers such as Best Buy, Walmart, Costco, RadioShack, and Home Depot.
• Effectively managed sales and marketing teams ranging in size from 50 to 600 employees.
• Through opportunity prioritization and leveraging key relationships saw territory annual revenues grow from zero to top 4 national ranking in budget attainment and billed revenue.
• Instrumental in the creation of a new retail outlet type through the introduction of the now standard Branded Door Program. The store footprint grew from zero to ~3000 locations in the first year.
• Effective product positioning, sales management, and effective merchandising led to consistent achievement in key metrics, exceeding budgeted customer acquisition goals by 110%.
Director of Marketing / Sales Operations
• As part of the Sprint Leadership Development Program, I was temporarily assigned to lead the marketing and sales operations team of nine for the Northeast region, tasked with executing advertising, merchandising, and store build initiatives.
• Successfully led the nation in the introduction of combined technologies of wireless products.
• Detailed market, trend, and demographic analysis creating the first market level deep dive operations review, allowing the market to better target groups and areas resulting in a 20% sales increase and improved customer satisfaction scores.
Director of Sales
• Upon completion of a temporary assignment, leading marketing and sales operations, returning to the Director of Sales role.
• Attained a consistent 75% share of buying decisions in RadioShack.
• Captured “prime placement” in all Northeast Best Buy locations.
• Expanded the distribution in Costco from two locations to include all locations in the NY Metro market.
• Consistently ranked Top 3 in all key metrics including: Sales Volume, Customer Satisfaction, Retention, Average Revenue per User, and Fraud.
Nokia Mobile PhonesNortheast US District Manager
Sep. 1990 - Nov. 1996* Successfully introduced a new manufacturer to the Northeast US (first in the nation) by establishing C level contacts within tier one and tier two wireless carriers (BANM/Verizon, Cellular One/AT&T) and local/ regional retail. * Identifying opportunities, negotiating relationships and effectively managing a remote staff of six market based sales managers resulted in the addition of Nokia as a core product in all targeted carriers, resulting in an sales growth from $0 to $20 million. * Established, maintained and continue key relationships with carrier and retail partners. This included being honored as the NYNEX partner of the year in 1993.
SummarySales Marketing Operations
Jan. 1984Greater New York City AreaA recognized senior level executive and sales / marketing / operations leader showcasing an impressive record of achievement and integrity. A career of accomplishment and success, based in Customer, Employee and Partner Experience. Proactive. Results driven. A superb communicator who executes on and uses bold initiatives, successfully targeting positive results and efficiency.
SummaryCompetencies
Jan. 1984With innovative management and a recognized system of cross functional teambuilding, strategic partnering, and long term planning, headed successful executive level sales, marketing and finance campaigns in corporate environments where growth and accountability were paramount. Extensive success in the following broad-based competencies: * Profit Optimization – Revenue up to $1.1 billion with awards for attainment cost, revenue per customer, customer retention and budget attainment. * Strategic Alliances – Successful alliances with major corporations include: National Retail: RadioShack, Best Buy, Walgreens, Costco, Staples, Apple, WalMart, Office Depot, CVS, Sam’s Club and the U.S.P.S. On-Line Integration Partners: Hewlett-Packard, Kodak, Apple, Fuji, Ford, General Motors, Saint Jude’s Children’s Hospital, Warner Brothers, and NBC/Universal. * Relationship Management – Integrity and highly effective communication have resulted in strong and lasting professional relationships. * Sales Team Creation / Management – Enterprise, Retail, Reseller, Dealer/Agent, Inbound/Outbound, Field Team. Consistent Top National 3 ranking for all key metrics including employee retention, training effectiveness, compliance and partner surveys. * Competitive Analysis & Marketing Strategies – Many successful new company, concept and product launches resulting in impressive revenue gains including $0 to $20M and a $4M six month turnaround. * Executive Level Presentation Skills – Effective written and oral communication includes boardroom level, groups from 10 to 10,000, radio, television, US Government, articles, sales and marketing materials and visual merchandising.
SummaryAccomplishments
Jan. 1984* Entrepreneurial – I have played key roles in the launch phases of AT&T Wireless, Nokia and Sprint. At Disney, and Stamps.com, I put my team and product building skills to use and helped expand business for both. In each role I have been tireless, creative and highly successful. * Career Track – I actually began in the mailroom, and have had progressive, increased responsibility since. Following my early junior roles in customer care and accounting I moved into sales with outstanding results. Management came soon thereafter. To broaden my skill set, I began to take on marketing roles. I have managed Sales and Marketing and Operations progressively at local, regional and national levels. * Retail Success – Retail sales goals have been consistently exceeded. In RadioShack, my area of responsibility led the nation with a 75% share of customer decisions for Sprint. At Stamps.com, the retail product was sourced, sold, placed and merchandised into 30,000 locations in 4 months.
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