Jennifer Carter Email and Phone Number

Drove the operational charge on transitioning the business model to an Enterprise solution, driving the technical build and launch of the Lifeline Service Bureau platform.• Successfully pivoted the business from a Lifeline provider to an Enterprise solution, utilizing a mix of technical skills and regulatory background.• Managed regulatory and operational needs for a national Lifeline company, achieving a seamless transition amidst a changing regulatory environment.

Led Lifeline compliance operations at TruConnect, ensuring regulatory adherence and managing audits for Federal and State regulations. • Implemented a real-time review program resulting in a 15% increase in approvals and $100K in annual savings.• Managed a team of 14 personnel, providing guidance, training, and project management for improved compliance.• Served as the Subject Matter Expert on Lifeline compliance operations, offering valuable insights to the leadership team.

Sales Operations is complex work when dealing with 20 independent organizations, more than 3000 agents, and supporting up to 18 states. Jennifer and her organization of 22 team members seamlessly provided the support necessary for the organization to drive over 650,000 new customer enrollments and more than 15M in revenue in a single year. Not only did Jennifer manage a large organization, she drove the cross functional relationships with IT, Marketing, Billing, Customer Service and Fulfillment to deliver success.

• Oversaw and collaborated with all stakeholders to analyze needs and functional requirements to deliver regulatory modifications as needed, including: functional requirements for revenue generating projects, enhancements to CRM order entry interface to streamline the enrollment process, implementing compliance with FCC mandates, and defining and conducting training for sales, compliance, and customer service teams.• Provided Lifeline regulatory support to the organization by developing and documenting state roll-out procedures to guarantee success of the ability to enroll new applicants upon immediate launch of new states; therefore, increasing revenue by securing proper allocation of sales agents, defining procedural changes of regulatory changes, and maintaining operational requirements.

• Responsible for coordination, development, production, and distribution of marketing collateral with cross-functional teams for all product promotions including management of production department. • Routinely meet with cross-functional teams to communicate timelines, progress, and gather feedback from clients. • Additional responsibilities include preparation and distribution of comprehensive performance reporting for over 200 dealerships nationwide.

• Identified, defined, and documented requirements for website enhancements to improve the overall customer experience and coordinate development and deployment with programmers. • Prepared and managed customized website development and launches for new clients and managed on-going website improvement requests.

• Coordinated selection and production of marketing collateral for presentation to potential and current clients based on needs, goals and target customers including assembly and distribution of custom marketing pieces for each client. • Conducted follow up meetings with clients to ensure satisfaction and prepared prospecting lists to assist clients in driving additional revenue.

• Supervised specialized calls to ensure the highest quality and customer satisfaction and provided coaching and training to team members as necessary. • Responsible for training delivery to all new customer service representatives with a focus on quality and the highest customer satisfaction.