Brent Christopher, Mba Email & Phone Number

Florida, United States

Tampa, Florida, United States

Own the strategy of customer-centric programs developed through Pega to be implemented across the digital ecosystem for Verizon Business. Responsible for the CRM strategy, product roadmap, business cases and partnering with global teams to ensure we generate the ROI on the strategy and business requirements.• Improved order submission rate by 24% after developing new real-time marketing triggers andimproved customer journeys through Adobe AEM and Pega decisioning.• Developed the personalization roadmap which includes the strategy for AI/ML models in four keybuying decisioning points which will improve product attach rates by 15%.• Built the strategy to personalize recommendations to increase up-sell and cross-sell opportunities.

Directed cross-functional global team to create strategic short- and long-term plans for software security product. Leveraged both partnerships and internal resources to create robust security product roadmap, KPI’s and testing visions. Led the executive leadership discussions on product and marketing initiatives for growth.• Developed freemium features and pricing models to enhance the product-led growth strategy.• Owned the prioritization of key analytical projects and programs for development.• Created long-term growth plan which achieved a 10% increase in revenue each year by improvingproduct and GTM activities through fiscal year 2027.

United States

Led group of global team members to deliver new CRM system for Verizon Business Fios. Utilized Pega and Salesforce to drive meaningful interactions with customers and utilized AI/ML, analytics, and customer journeys to target a personalized next best experience.• Developed program recognized internally for speed of development, quick adoption, simultaneouslaunches in separate channels, and speed in benefits realized in complex market segment.• Delivered 53% reduction in offer spend while maintaining 11% improvement in customer retention.• Generated 3x ROI with personalization program targeting retention and 2x on up-sell opportunities.

Tampa/St. Petersburg, Florida Area

Spearheaded global cross-functional team of marketing, operations, technology, and vendor professionals in developing new and innovative CRM system for the Fios product to improve retention and base management experiences. Integrated our customer service center and outbound campaign strategies into digital channels, producing fully integrated omni-channel retention and up-sell experiences.• Generated $8.9M in revenue during first six months by leveraging AI and business rules to integrate Pega software platform into front-end ordering systems, delivering omni-channel marketing solution.• Developed strategic, multiyear roadmap and took initial product launch to fully integrated retention and up-sell solution, generating 11 more dollars in revenue per transaction.• Improved customer retention save rate by 23% in multi-channel environment.

Tampa/St. Petersburg, Florida Area

Led marketing professionals with diverse set of responsibilities from analytics to program strategies. Owned the Fios retention forecasting and weekly readouts to executive leaders on performance. Provided program management of CRM retention portfolio of projects, roadmaps, ROI, and implementations.• Increased the retention team by 6 employees by developing a business case to expand team toensure the right attention and resources were allocated to retaining customers for Fios.• Improved sales channel performance through strategic initiatives driving 20% improvement in contract close rates, yielding $58M and 33K customers.• Acted as CRM Base Management Director for 1Q 2017, delivering 30 new targeted offers, reducingchurn in 2Q by 10 bps, and producing $23M in retained revenue.

Tampa/St. Petersburg, Florida Area

Collaborated closely with marketing, sales, and operations teams to solve issues within customer retention strategies with the Fios product. Provided leadership and guidance to multiple executive stakeholders by leveraging data and existing knowledge to drive improvements across multiple customer touchpoints.• Recognized as high performer in inaugural class of Six Sigma Black Belts while managing six projects producing over $7.8M in revenue annually for Marketing CRM team.• Improved the Fios onboarding process within multiple organizations which created a reduction incustomer churn by 12 bps, equivalent to $2M revenue annually and reduced call volume by 31%.

Tampa/St. Petersburg, Florida Area

Led technology developers, and senior analysts developing and analyzing business opportunities for intelligence tools. The team’s delivered new and innovative tools/reports that saved countless hours to the business. Maintained a portfolio of web-based applications and the servers they resided on. • Automated multiple state regulatory reporting requirements that were done manually with spreadsheets and was able to repurpose two headcounts afterward. • Transitioned over 24 applications and implemented 11 new servers during the sale of properties to Frontier from Verizon.

Tampa/St. Petersburg, Florida Area

Designed and programmed large-scale e-commerce websites that improved sales by 10% with annual sales exceeding $100M. Designed and programmed a logistics tracking system that monitored the performance of our vendors that saved over $2M annually after implementation. Worked with the Department of Defense to identify resources, requirements and standards needed to create web-based tutorials and documentation for multiple logistical tracking systems

Washington D.C. Metro Area

Managed twenty seven Marines with a variety of responsibilities for the Marine Corps Institute. Earned the Navy and Marine Corps Achievement Medal and a Good Conduct Medal

Master Of Business Administration - Mba

Bachelor'S Degree, Computer And Information Sciences, General