Doug Brown Email & Phone Number

Seattle, Wa, Us

Providing technology leadership as part of Slalom's Delivery Leadership organization. Product Management and Leadership, Program and Project Management, Business Analysis.■ Acted as Product Director for Go-to-market and Sales Channels launching Spectrum Mobile, a brand new line-of-business and MVNO at Charter Communications. Responsible for increasing sales velocity and customer experience for Residential and Small & Medium Business customers.■ Coordinated teams operationalizing Spectrum Mobile sales and support channels: Sales and Marketing, Learning Development, Retail Operations and Call Centers while also acting as Product Owner for the new spectrummobile.com e-commerce site. MVP product launch was considered a huge success by Senior Leadership and called "one of the most successful product launches in the company's history". Work on the project received multiple commendations from the client and Slalom executives.■ Led the strategy and execution to extend Spectrum Mobile services to Small and Medium Business Customers. After the initial launch, developed a 5 year strategy based on input from customers, stakeholders and industry resources.■ Provided a detailed competitive landscape assessment for Arrow Electronics involving surveys and interviews >20 competitors and was a key input into Slalom providing a cloud strategy roadmap for a key C-level initiative.■ Helped build Product Management capability within Slalom and helped drive marketing and recruitment activities by coordinating Slalom's participation in the annual Denver Startup Week.

Providing freelance consulting services to business clients by leveraging my 20+ years of experience in the technology industry.■ Provided Business Analysis resulting in a detailed reporting of internal systems and processes for eHealth Careers, in preparation for requirements gathering aimed at upgrading and modernizing systems and processes. Assisted internal stakeholders with identifying and documenting points of friction in their current system and process stack.

Denver, Colorado, Us

Laid the groundwork for a $1M deal through product deployment during first-year tenure. Recruited into a position as a principal contributor to business evolution and scalability as a product and business leader for this Web, Mobile, Apps development agency. Delivered high-end SaaS solutions, providing company with the agility, tools, and insight to capitalize on market and segment opportunities through product commercialization and mastery of top-echelon engagement including Cisco. Levered experience addressing pain points of the most discerning corporate clients in the telecom industry to further client engagement and lend more credibility to 303 Software’s brand.Drove the adoption of best-practice software development lifecycle methodologies (SDLC), defining, documenting, and enhancing software product. Introduced Agile development company-wide in alignment with company objectives. Served as strategic adviser to a team supporting Cisco Systems as a reseller partner through wireless software development and support—and played a center-stage role in retaining their patronage. Implemented a series of process and operations solutions that drove performance excellence, curtailed time, and implented best-practices. Roll-up-the-Sleeves Leadership Engagement Immersion:■ Defined And Piloted Product Strategy. ■ Drove With Swift And Precise Execution.■ Drove Transformed Culture Into An Agile Best Practices Organization.

Monroe, La, Us

Made a mark within company, as a leaders with technical (Scrum and Waterfall) and business bent (sales and client focused). Tapped into robust background as implementation manager, leveraging insight to soothe customer pain points and build enduring stakeholder relationships. Go-to development/ QA team liaison. ■ Key participant on 1/3 pioneering Agile Scrum team, tasked with a high-profile application development project—industry-first functionality product, providing customers with near real–time order processing with near zero order entry errors ( versus 45 days). Revolutionized performance, cutting incident response through instant ticket opening. ■ Assumed SA leadership role and deployed a scalable solution that reduced product delivery time by 50% with near zero entry errors. Led integrated SA effort ensuring metric-driven tracking and reporting on adoption across the organization.■ Drove adoption of agile/scrum company-wide and standardized processes toward CMMI certification.

Basking Ridge, Nj, Us

Aligned with account teams and clients to develop voice and data network solutions to 4000 customers accounting for $200M+ in annual revenues. Primary customer technical contact that combined business and technology requirements while engaging specialists/3rd party vendors to develop integrated solutions.■ Through technical prowess, developed migration paths for voice and data network solutions (MPLS, Dedicated Internet Access, Ethernet Services, VPN Services, VoIP, Voice and Data Hardware, Managed Services, Security Solutions). ■ Won VP recognition for high-impact contributions as a pivotal team member that positioned LifeWatch as the single largest Verizon wireless customer worldwide. ■ Captured a $700K per year, multi-year agreement by presenting and persuading to Amcol International to include Verizon in their global RFP.

Basking Ridge, Nj, Us

Stepped into role as a customer advocate, resolving issues for Fortune 500 telecom clients, strengthening Verizon’s brand by repairing and sustaining key client relationships, enhancing customer loyalty through superior project management and client support. Became a trusted, single-point of contact regarding implementation issues for top-tier global customers. Honed industry tentacles by developing trustworthy relationships with industry leaders, critical to a B2B environment. Gained credibility by exceeding quality, time, and delivery targets for sophisticated client roster: Corporate Express, Nike, Davita Healthcare, StorageTek Inc., and Delta Airlines. ■ Trimmed product delivery cycle by 40% reduction through as a subject matter expert and preventing escalation. ■ Achieved minimal interruption during a 200 site, $7M phone service conversion project for Davita Healthcare.

Basking Ridge, Nj, Us

Significantly increased productivity, enhanced efficiency, and improved customer satisfaction while providing second-level support for complex technical pre/post sales issues. Oversaw a team of 15 customer service representatives. Rapidly promoted to the position based on successes in quickly coming up to speed in an unfamiliar environment, an ability to “walk the talk”, and showing initiative in achieving company objectives. ■ Training, Direction & Leadership: Provided training, strong direction, and a hands-on leadership approach that generated improvements in multiple areas.– Turned around performance in new products by conducting training sessions that enhanced customer representatives’ knowledge on new products and systems. – Improved productivity and efficiency by creating ‘cheat sheets’ that assisted underperforming customer services representatives in understanding MCI systems/products and the needs and requests of clients.– Achieved positive results in call volumes, issue resolution, and customer satisfaction by reducing response time.

Basking Ridge, Nj, Us

Served in a role focused on customer service and loyalty. Handled inbound customer calls and worked independently and/or with little support to resolve customer issues and complaints and ensure customer satisfaction/retention. Demonstrated an excellent ability to quickly learn new concepts and processes.■ Customer Service & Loyalty: Reversed dissatisfaction of executives and restored loyalty at a key account by expanding the scope, level, and caliber of customer service. – Went “over and above” to clear up account issues and create win-win solutions. Received management approval to visit customer site and meet with customer executives. – Received praises from customer for successful efforts in sorting through, analyzing, addressed and resolving various customer service/billing issues and problems.– Delivered top-notch customer service despite complexities with being an in-bound call center with no face-to-face customer interaction. ■ Awards: Received multiple Performance Excellence Awards in recognition of strong customer focus/service excellence.

Cupertino, California, Us

Instrumental in halting declining sales and in driving brand visibility. ■ Turnaround. Reversed declining sales through improvements in employee education, retraining sales representatives, and targeted marketing initiatives. Strengthened sales performance of sales reps 10-20% and reduced negative recommendations 60-70%, and facilitated Apple’s development of its consumer channel management strategy by providing market feedback.■ Brand Recognition. Significantly enhanced brand recognition and loyalty among 60% of Apple’s customer base by coordinating new product introductions and special promotions within individual stores.

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor Of Science - Bs, Business (Marketing)