Bryan Flores Email & Phone Number

Charlotte, Nc, Us

Redesigned customer contact operations and implemented new measurement systems to identify where value is being created and destroyed. Improved scalability to handle peaks and valleys of customer contacts. - Improved cost to serve customers by 34% in first year

Ventura, California, Us

Founder and chief architect of platform designed to help individuals discover the most effective way to pursue their own personal growth and to nudge people towards living life with joy. We combine multiple frameworks to understanding human behavior with data science and the latest technology to assist people with whole-self health, behavior modification and wellness measurement. Ultimately pursuing a system which aids individual growth while also enabling for the measurement of the impact new programs have within communities and in society.

Founder and executive director of international investment company focused on socially responsible and sustainable economic development in less developed countries, predominantly Latin America.

Dallas, Texas, Us

Designed and shepherded the formation of a centralized marketing organization, including tools, teams, and processes for a rapidly evolving organization serving millions of residential and business customers across 25 states that generated billions in annual revenue. Led a group focused on brand strategy, go-to-market, life cycle management, offers and promotions, marketing technology, advanced analytics, consumer research, and behavioral science.• Created the Fiber investment and go-to-market strategy that lead the company from market share erosion to a 50% increase in win share• Architected an automated media planning platform for a constantly growing fiber footprint to maximize growth rates while minimizing cost per acquisition delivering improved EBITDA• Focused offers and promotions on sustainable value creation and customer-centric decisioning increasing CLV by 29%

Dallas, Texas, Us

Corporate lead for optimizing all paid media initiatives around demand generation. Managing media agency relationships and driving overall campaign performance and analytics. Defining long-term strategies for improving campaign performance by improving marketing tools and models, as well as working cross-functionally to ensure that all media activities drive incremental sales and grow revenue. - Built company's first demand generation forecast model- Developed Media Mix Model to redistribute marketing investments to most efficient channels- Lead creation of custom segments to improve personalization and relevancy of marketing communications and offers- Optimized audience targeting around meaningful attributes that decreased cost per acquisition by 60% and increased sales- Launched cognitive learning platform to use speech analytics to mine live interactions with consumers for marketing insights- Created roadmap for the evolution of the MarTech stack and data architecture to enable automation of touch-points and next best action communications

Basking Ridge, Nj, Us

Managed the team responsible for ideation and execution of consumer marketing strategies for all video, internet and voice products Verizon offered in California. Accountable for overall subscriber growth, delivering increased revenue generating units as well as driving subscription and transactional revenues higher. Primary Responsibilities: ~ Acquisition, Upsell and Retention~ Consumer Strategy Setting~ Competitive Intelligence & Posturing~ Marketing Communications (Internal & External)~ Customer Experience~ Offer Rationalization and Implementation~ Sales Campaign Launches Across Channels~ Online and Social Media Marketing & Strategy~ Sales Channel Stimulation ~ Marketing Efficiency and Effectiveness~ Data Sciences Development & Implementation~ Cultural TransformationAchievements:- Developed and implemented consumer strategy to identify customers with high likelihood of disconnecting service and associated treatment plan, resulted in decreased churn among treated group of 57% and reduction in total churn of 19%. In addition to the churn reductions the program also increased revenue per customer treated by 10% and resulted in a Verizon Credo Award. - Created a culture of competitive dominance, instilling confidence among internal channels accompanied by a unique offer designed to overcome consumer apathy and contentment with their current provider with the goal of taking share from competitors. The initiative resulted in an increase in sales to the target audience of 73% and an overall increase in sales of 10%, all the while contributing to a string of 6 consecutive quarters of market share loss by our target competitor. - Led the design, implementation and execution of a pilot marketing science program utilizing the latest voice recognition technology and speech analytics to develop consumer behavioral triggers to improve the customer experience and increase customer satisfaction. At-risk churn has decreased ~60% vs. control group.

Denver, Co, Us

Developed customer relationship enrichment strategies for clients in the telecommunications industry improving profitability through efficient and intelligent utilization of data and resources. Advised senior management on ways to capitalize on opportunities and mitigate risk by changing process and operations to be more customer-centric.

Stamford, Ct, Us

Developed the company’s first operational CRM system by architecting an environment linking multi-dimensional customer information with product, care, finance and operations interactions into a single holistic source. Led design and implementation of predictive modeling to shift from reaction based marketing to a proactive scientific approach to customer relationship management. Internal consultant for senior management assessing business challenges and determining treatment strategies across departments.Built a customer touch-point strategy system to optimize customer retention and lifetime value using trigger based marketing to communicate with consumers who exhibited certain behavioral characteristics, resulting in reduced operational and care costs while increasing customer satisfaction and retention.

Stamford, Ct, Us

Led company-wide initiatives to drive profitable growth activies across 32 operating divisions. Developed a framework for assessing business and marketing practices through the lens of customer lifetime value in order to increase ROI. Conducted profitability and sustainability reviews for various new and existing products in order to prioritize programs with the highest impact on the business. Participated in executive task forces aimed at addressing time sensitive and critical issues, such as distribution agreements, contract negotiations and product launches.

Stamford, Ct, Us

Headed up the marketing PMO, responsible for managing all aspects of the integration of marketing operations in Adelphia and Comcast systems acquired during the $17 billion purchase of Adelphia Communications.~Worked with executive teams from both Adelphia and Comcast to ensure communication plans were in place in all affected markets around the country.~Oversaw five regional teams tasked with communicating conversion details to consumers, developing brand transitions and adherence to legal requirements of Sarbanes-Oxley.~Responsible for managing budget and time lines of all marketing activities relating to the integration.

Stamford, Ct, Us

Responsible for corporate initiatives to drive growth of digital video products across 32 operating divisions nationwide. Surpassed all company growth goals. ~Created product roadmaps and strategic plans for: Subscription Video on Demand, Movies on Demand, Digital Video Recorders, High Definition Television Programming, Sports Packages, Free on Demand, HD on Demand and Adult. ~Managed quarterly marketing cooperatives with the major movie studios to promote digital content and product awareness. ~Developed a three year product strategy which generated incremental revenue of $1 billion.~Co-Chaired the CTAM committee to establish industry wide brand for Video On Demand including naming, logo and usage rights.~Responsible for digital content production, distribution and promotion in order to drive transactional revenues of over $350 million annually.

Stamford, Ct, Us

Responsible for developing and executing marketing plans and budgets, including product, pricing, promotion and distribution plans for both residential high speed internet services and home networking. ~Managed customer retention strategies and their implementation including the training of retention call center personnel and creation of performance-based incentives. ~Prepared and managed expense budgets and revenue forecasts for high speed services which accounted for 20% of the division’s yearly revenue. ~Managed advertising co-ops and content partnerships with AOL and EarthLink.~Developed online content distribution deals with affiliates.

Economics

Business Administration And Management