Orchestrated an Enterprise program to utilize Real Time Decisioning to improve the customer experience and optimize the business operating model by centralizing rules and strategies. Guided a blended development team of professional services staff [annual SOW expenditures in excess of $20MM], internal IT resources, and marketing/operations stakeholders in an Agile methodology:• Led IT development efforts on the implementation of a customer retention application that served as a POC of the Chordiant Decision Management (CDM) platform.• Evaluated alternative Real Time Decisioning platforms including CDM (DSM in PRPC), Infor Epiphany, Unica Interact (with Campaign), and, the Teradata acquisition of Market Helm (RTIM).• Designed a guided flow to assist call center representatives in handling customer inquiries for billing credit to reduce overall credit expenditures, and, to ensure allocation to higher valued customers [business case projected a 5-year NPV of $90MM; in the first eight months, delivered $7.1MM in credit savings, and, $12.5MM in churn reduction]. As the initial implementation of DSM in PRPC, afforded the opportunity to influence the vendor’s strategy/direction.• Implemented predictive messaging in the voice portal (IVR) to improve the customer experience and increase call containment (foundational for enterprise Next Best Action (NBA) in all channels).• Delivered a guided flow for agent-assisted channels to mitigate churn (proactive and reactive retention) [2015: 1.45MM customer saves, an incremental margin of $325MM, and, a value-centric (CVM) based allocation of retention expenditures]. Defined a strategic implementation to realize meaningful business results in leveraging management information (MI), and, business intelligence (BI) to influence customer experience via real-time decisions.

Designed and implemented a best-in-class CRM practice to enable marketing to initiate all customer communications [over 300MM contacts/month] in a single enterprise approach:• Established the initial implementation of Teradata’s Customer Relationship Manager, and, influenced workload management on the EDW platform to support existing SLAs based on the constraint of the application’s tactical workload.• Implemented outbound email via TCRM, and, subsequently delivered the migration to the NCR Customer Power platform as on-premise solutions. Developed a set of ‘operational extensions’ including a mechanism for outbound SMS delivery, a propriety SFA tool used by retail representatives , and, ensured a closed loop integration between these extensions, and, the core CRM platform.• Collaborated with Teradata engineering on the design of the directional CIM application as a customer advocate and member/chairperson of their AAPAC. Led the consolidation of legacy area-specific applications to a directional single instance of CIM [$1.8M annual reduction in licensing/hardware costs, and, 33% resource reduction].

Enterprise lead in the implementation of Net Promoter Survey as a single measurement of customer satisfaction, and, a methodology that heightened the company’s focus on the customer experience and furthered its industry leadership in customer loyalty [4% YOY NPS score improvement: improved JD Power rating, and, churn reduction]:• Leveraged existing enterprise assets to assemble a comprehensive Enterprise solution. • Implemented Nexidia for phonetic pattern detection of audio, and, Clarabridge for mining of text to support categorization and forensic search of NPS/ACS verbatims to provide actionable insights across the channels. • Developed an in-house automated outbound survey as an IVR application to mitigate the associated costs of utilizing two (2) vendors to complete the surveys.After the Verizon merger, responsible for the strategic architecture of the converged B2B Ecommerce platform developed in ColdFusion, and, all integration with retail commerce, content, and, service platforms.Collaborated with Accenture on the design of a wholesale prepaid customer care platform that utilized a diverse set of IBM products: Websphere Portal Server, Websphere Process Server, and, Data Power.

Headed the Enterprise architecture organization as the ‘front door’ in the strategic prioritization, planning, estimation/budgeting of all critical GTE Wireless business initiatives including leading any vendor engagement, and, the tactical design and implementation of the following initiatives:• Initial Siebel implementation for GTE Wireless Loyalty centers• A rate plan analysis tool utilized by customer-facing representatives that performed optimization from the perspectives of cost, margin, and, network utilization.• Foundational eCommerce solutions for automated provisioning/fulfillment of orders for direct consumers and GTE Wireless resellers.

After transitioning to the Wireless account as part of the Enterprise Architecture team, directed the GTE Wireless engagement with EDS to support the conversion to the Virtuoso wireless billing application.

Utilized application subject-matter expertise to progress to a role in the Enterprise Architecture group: • Designed and implemented enhancements to support consolidated, third-party, and, CLEC billing.• Led the development of the company’s initial implementation of the First Rate data mediation platform.• Designed billing system enhancements necessary to support the FCC mandated Open Market Transition.

Progressed to a technical lead position in the GTE customer billing system participating in all phases of traditional SDLC and leveraging/enhancing the mainframe skills developed in training.

Successfully completed the corporate new college hire training program that culminated with a mandatory certification exam.