Deborah Harvey Email & Phone Number

Atlanta, Ga

Chosen to manage key areas of reporting, contract management and Chief of Staff functions during DirecTV acquisition. Responsible for forecasting and customer satisfaction working closely with Director, third-party vendors and Account Managers for the National Solution Providers.- Oversaw forecasting process and accuracy for all products interacting with the sales team to improve monthly forecast accuracy.- Created monthly customer satisfaction report from Customer Rules portal data, comparing against 2015 baseline to develop action plans to improve the customer experience during all channel interactions.Represented the Executive Director as Chief of Staff within the AT&T Connected Communities (ACC) Sales Operations and Indirect eCommerce (IE) channels, including Operations Reviews, audits, divestitures and compliance. - Promoted and tracked an organizational training initiative focusing on skill sets to prepare teams for data analytics and virtual environments of Workforce 2020.- Managed the Small Business (SMB) initiative for Indirect eCommerce (IE) by identifying and coordinating the appropriate resources on the Small Business, third-party vendor, Indirect eCommerce and IE Sales and Support teams, exceeding all goals on SMB IP Broadband growth.- Oversaw the IE Net Promoter Score initiative creating a survey for customers 24 hours after contact and a follow up survey 30 days later.Transferred to Home Solutions Project Manager role for ACC and IE channels after demonstrating strong leadership, communication and motivation skills. - Launched two phases of a new sales reporting portal during first six months, enabling the team to move away from basic spreadsheets and gain access to consistent and accurate data.- Achieved Agile bronze certification with ACC technical team and utilized Agile’s flexibility to work through iterations that allowed changes in requirements as projects progressed and reporting requirements changed.

Atlanta, Ga

Hired by National Retailer channel as project manager responsible for executing projects, establishing procedures and communicating changes in support of product planning. - Coordinated efforts to further develop the database with team members from channel operations reporting team, product fulfillment team and product planning team, resulting in the successful creation of a “Rates of Returns” report and “Shipment Tracker” report.- Identified and managed the correction of $470,000 in double-billed payments, and later identified additional errors in accounting allocations of transportation costs.

Brought on to manage complex projects in support of a division growing exponentially and requiring a dedicated employee to provide end-to-end project management throughout the lifecycle of critical projects.- Provided support to Executive Director and Directors in the Small Business and Premier Client Group, Industry of the Mobility Applications Solutions (IMAS) Group and was entrusted with handling confidential and time-sensitive projects for each Mobility Application Sales, Alternative Channels and Indirect Channels executive.- Valued member of Leadership Team responsible for creating stack rank attainment reports, monitoring training compliance and reporting critical focus achievements.- Supports internal and external Mobility Application Consultant teams dedicated to optimizing wireless data sales in the small business segment.

Recruited by EMS Technologies to develop and implement procedures for the customer service department for a start-up healthcare division. Transferred to EMS Wireless to assist customer service department in the support of base station antennas and in-building solutions. EMS Wireless was acquired by Andrew Corporation. - Responsible for customer service, product planning, business development, order entry, technical support, quality assurance and product shipment for the new healthcare division.- Spearheaded circulation of healthcare demo fleet and coordinated shipments of mobile workstations throughout the country to support tradeshows, sales demonstrations and hospital loaner programs.- Transferred to assist a growing service division challenged with providing support for a remote electrical tilt antenna new to the market.- Provided quality customer service and support that contributed to healthcare annual sales growth from $3 million to $10 million, and telecommunication annual sales growth from $50 million to $65 million.- Retained under contract by acquiring company to act as liaison with clients and new account managers to streamline the product list and to assist in the transition to a new software program.

Oversaw a division comprised of customer relations, repair estimates, technical services and shipping for all consumer product lines for a Fortune 500 company that manufactures and distributes photographic and business equipment on commercial and consumer levels. - Interviewed, hired and trained staff of 21 individuals of various technical levels and educational backgrounds, creating the top producing regional office in the country.- Recognized by the company for managing the #1 division that consistently delivered high quality repair, rapid repair turnaround and low parts usage.- Recruited, coached and motivated employees that were repeatedly promoted into advanced positions within the organization. - Supported international professional photographers at the1996 Summer Olympic games at Canon's downtown location in Atlanta providing technical support and a Canon Professional Services lens evaluation loan program.- Motivated existing staff to take on support for consumer office product line through an accelerated hands-on training program.