Adam Covington Email & Phone Number

Charlotte, Nc, Us

Charlotte, North Carolina, United States

Lead the order management and order fulfillment functions for 200 employees focused on order implementation, industry porting, technical installation, and billing activation supporting $40M in annual revenue. My responsibilities include financial and strategic planning as well as revenue recognition.► Developed new company wide Billing Exceptions audit program. Identified and resolved $1.5M in underbilled revenue and $492K in adjustment avoidance over 10 months.► Significantly increased team efficiency, improving productivity by 32.7% YoY from 162 to 215 orders entered.► Led transformative Enterprise Project to reduce order rejections in Salesforce, achieving Enterprise best-ever result of 3.8% order rejection rate vs. 12.1% prior year. ► Implemented new Open Order program, resulting in a 52.6% reduction in open orders and resolving 10K+ orders. ► Achieved best-ever order interval for revenue activation. 96.8% activation in 24 hours vs. 92.0% prior year.

Charlotte, North Carolina, United States

Direct the order fulfillment organization bill activating $30M+ in annual revenue. Duties included B2B service order management, industry LEC porting, and technical day of installation support. Charged with reducing order cycle intervals and post-merger integration of three legacy companies. Managed 175+ employees and 5 centers in the U.S. and India.► Reduced billing entry order errors by 85.1% in 1 year. Introduced order accuracy improvement plans.► Proposed and implemented new Technical Coordinator process for Order Operations. Achieved best-ever result for PRI/SIP installation quality for a No-Go rate of 0.3% in 2023 vs. 9.8% the prior year.► Improved order billing completion interval, Salesforce Assign to Entry interval metric, from 2.29 to .53 days.► Initiated company-wide validation processes for non-pay disconnect processing. Leveraged partnerships with Client Services, Finance, Marketing, and Technical Support to improve the client experience. ► Recipient of Charter’s Achievement Award and selected participant for Spectrum's Leadership Program.

Charlotte, North Carolina, United States

Responsible for complex billing order activation and service provisioning activities for 180K orders annually. Oversaw biller entry functions and order processing from order to cash in Salesforce. Led 125+ employees and 4 U.S. locations.► Launched and fully staffed two new onshore sites in 3 months, driving scale and improving the client experience.► Achieved new daily revenue performance record of $347K recognized by the Group Vice President.► Created new metrics for performance management, Tableau management reports, and team accountability.► Added responsibility of technical leadership for Enterprise voice teams. Provided leadership for complex trunk provisioning for PRI, SIP, UC, E911, Directory, and Day of Installation technical support for vendors and clients.

Charlotte, North Carolina Area

Start-up that provided corporate team building and escape room experiences. Corporate partnerships included Bank of America, Lowes, Husqvarna, Microsoft, and others. P&L management and operational leadership. ► Achieved rapid sales growth with year over year revenue growth of 190%, Google rated #1 escape room in Charlotte.► 652 out of 675 experiences rated excellent on Tripadvisor, company recognized by USA Today as a "Top 20" team building event in the U.S.► Sold the entity and assisted with integration into their organization.

Matthews, Nc

Led Windstream’s inside sales and service team with $1.8M in annual revenue. Fast-paced, high growth, rapidly changing B2B environment as the result of 5 company mergers. Directed 300+ onshore and offshore call center resources including 120+ inside sales agents. ► Achieved 8 consecutive quarters exceeding revenue targets, recognized by CEO.► Re-designed commission plans significantly increased bundled products sold from 2K to 12K in 2 years.► Consolidated multiple call center and staffed new sites while transferring displaced call volume.

Matthews, Nc

Site leader responsible for all inbound/outbound call center activities. Developed SOPs, sales strategies, forecasts, hiring, onboarding, and training programs. Managed 100+ employees in the US/Philippines.► Improved first call resolution from 60% to 81%, exceeding company goal for the first time in two years.► Led the Customer Experience (CX) program, customer journey mapping, and Net Promoter Score improvement initiatives achieving NPS +25 from -5 in 12 months. ► Reversed 2 years of client escalation increases, decreased total client escalations by 90% in 1 year.

Overland Park, Kansas

Directed 12 project managers handling large-scale project deployments for global call centers impacting 3K associates. BPO centers included the Philippines, Nova Scotia, Romania, and Barbados. Global SOP development. ► Managed programs and initiatives that increased sales accessory attach rate from 11% to 20% in 6 months.► Improved Total Equipment Protection client take rate from 35.2% to 69.6% in 1 year.► Established new "All Green" club recognition program, increased number of associates meeting all targets by 52% in 6 months.

Overland Park, Kansas

Operations support roles including Vendor Manager, Quality Assurance Manager, Reporting Analyst, and Night Repair Call Center Supervisor. Highlights include:► Vendor Manager – saved $684K in OpEx over 2 years through improved staffing and work force management.► Quality Assurance Manager - designed organization’s first QA program and first Executive Escalation desk. ► Reporting Analyst - reduced 90-day client churn from 31% to 14% in 12 months through client communication.

Master Of Business Administration (Mba), Business Administration, Management And Operations

Bachelor'S Degree, Business Administration