Dusty Watts Email and Phone Number

As a Lead Sales Operations Consultant, I manage transformational projects for Enterprise and Commercial Business Sales Operations: • I manage multiple projects on a day-to-day basis. This includes creation of project plans, resource management, cross organizational coordination, executive communications and critical issue resolution and escalations. • I work closely with stakeholders, development teams and all appropriate personnel to effectively understand project details and manage project tasks.• Ensure client / stakeholder partnership to ensure overall satisfaction with the project. • Apply mitigation strategies to project plan to ensure overall project success.• I develop and maintain reporting to ensure project implementation aligns with forecasted results and to identify gaps in performance.• I present project status and results to senior level executives on a bi-weekly basis

As a consultant, I managed the relationship with the Business Intelligence Group for Customer Care Analytics:• I worked directly with stakeholders to gather and document requirements for requests that are processed by the Business Intelligence Group. I suggested solutions to accommodate stakeholders’ requests prior to being sent to Business Intelligence. I streamlined the business requirements process to ensure that solutions analyst had everything they needed prior to receiving the request. This helped shorten completion times on requests. • I was the liaison between the Business Intelligence (BI) Solutions Analysts and the business stakeholders. I worked directly with the business to ensure that any additional asks from the BI Solutions analysts were followed up on and clarified. I also partnered with the solutions analysts to ensure that the solution provided to the business matched the requirements provided. • I managed Customer Care Requests and Incidents and ensure that all requests were properly prioritized through a governance process. I created and maintained a SharePoint site to track Customer Care Requests and Incidents tickets and projects. The site housed information about the ticket along with additional data such as type of budgets being used, impacts to the business, IT queue that handled the item, trending and updates. This site allowed multiple users to make changes at the same time and gave the user various views dependent on accesses. • I automated and maintained a weekly report sent to leadership and all of Care Analytics group that details workload of the Customer Care Analytics organization. This report was utilized to showcase the projects being worked and completed by the Customer Care Analytics group. It gave pain points and wins for the group as well. This gave the Care Organization better visibility into accountability and accomplishments of Customer Care Analytics.

Although I have the Business Operations Specialist title, it is not cognizant of the actual roles that I have performed for Dish Network. My experience is as follows: Project Management - As a project manager, I acquire and implement the agent needs and issues with the RightNOW platform used by the Chat group for handling customer online chats. I also make departmental changes to procedure and ensure the department has the support they need based on feedback for Chat and Social Media. For Outsource, I am the visionary, process designer and, ultimately, project manager for the Employee Management Tool for outsource vendors. The Employee Management Tool or “EMT” is a web-based tool to allow Outsource Vendors to request Oracle changes and accesses for their employees. I work with the Legal department to create contractual agreements and have been the key point of contact for various departments within Dish in regards to translating their business needs into Legal documents. Operations Analyst - In the scheduling department, my primary duties were creating reports designed to analyze call center trends and staffing discrepancies, and then create or change agent schedules to resolve future problems. I validated and processed invoices for the Outsource group. I created an accruals process for the Finance Group. Command Center Supervisor - I was also tasked with being a point of contact for issues with Command Center procedures, reports or personnel. I developed staff in Command Center for determined career path goals and provided feedback for Command Center personnel on performance.Business Analyst - In Command Center, I was responsible for the management and reporting of the companies 24 call centers covering over in a real time environment. I was responsible for the analysis of real time call data to determine causes of customer calls and for creating and maintaining reporting sent to the executive staff, including the CEO.

Duties for this position included providing the customer accurate information for billing and programming questions as well as support with troubleshooting for technical issues. I achieved this by utilizing internal websites, an internal account platform and the CSG application. I sold additional services and equipment, activated accounts and created work orders for completed work and customer upgrades.

As a SQA Test Lead, I was responsible for developing and executing test plans / cases and scripts from software. This was both for requirements documentation as well as for applications that did not have any formal documentation in order to ensure quality and success of the software release cycle. I tested the functionality of entire systems and interaction of subcomponents. I would diagnose and document defects in software through the defect tracking utilities. I also communicated software timing issues and obtained the release signoff from the Manufacturing, Field Service, Marketing and Programming departments.