Increased revenue and reduced cost to serve while managing a $17.1M budget and 95-person software development organization to achieve strategic sales, marketing, and operations goals.

Increased revenue and reduced cost to serve while managing a $17.1M budget and 85-person software development organization to achieve strategic sales, marketing, and operations goals. Key highlights: - Improved account quality and sales 30% by leading largest initiative in company history to modernize field sales with process and technology innovation to integrate applications into a seamless experience- Upgraded customer lifecycle management and reduced attrition with an AI and machine learning predictive data model cloud implementation- Generated $2.3M over two quarters on 54.7% of service jobs by spearheading job payment enhancements- Reduced quarterly subscriber acquisition cost $691K by automating consumer financing featuresGenerated 600% sales increase year-over-year with consumer financing implementation for dealers- Streamlined field service management and improved average job completions per service technician by 2.51 jobs per day to 35K added jobs per quarter

Managed $6.7M budget and 25-person software development and service organization to accelerate speed to market with emerging solutions, automation, and best practices in software delivery, quality, security, and IT service management. Key highlights: - Increased release management, speed to market, CI/CD, automated testing, and automated deployments by empowering rapid execution of technology roadmap for Agile and DevOps transformations - Decreased cybersecurity and compliance risks by strengthening security protocols, retiring unsupported hardware, and migrating PCI data into a secure environment - Augmented availability, reliability, and overall IT Service Management by championing formal SLAs, off-shore support, monitoring and alerting, IT metrics, and change management procedures - Enhanced service job completion 40% and jobs per day 38% year-over-year (YOY) with mobile technician application implementation - Elevated top-line revenue 8.6% by accelerating 110K subscriber migration through mergers and acquisitions (M&A) with customer portal enhancements - Grew monthly service jobs 10x by transforming field service management with best-in-class platform - Expanded quarterly enrollments 19K by enhancing customer portal integration with automation

Led 15-person Project Management organization and spearheaded quality improvements, enterprise prioritization, and intake procedures for 100+ technology initiatives including partnerships and integration with Google Nest, SalesForce, AARP, and TransUnion. Key highlights: - Grew revenue $2.8M YOY by expanding price increase ability for existing customers - Upgraded 1M subscriber billing and monitoring platform with database mirroring, data replication, and failover clustering to introduce high availability and improve disaster recovery - Decreased call transfers 37% and billing inquiries 64% with redesign of the call-routing platform - Enhanced quality by championing formal QA practices and implementing testing processes and tools - Slashed delinquent accounts and augmented the bottom line by maximizing credit bureau-reporting

Empowered 10-person team in 50+ complex initiatives to deliver innovative marketing, sales, customer care, operations, and accounting solutions with on/offshore vendors, and partnerships with DocuSign, Alarm.com, and Honeywell. Key highlights: - Eliminated 92% of paper contracts by automating digital contract signing with mobile web applications - Augmented 800K subscriber monitoring and billing platform with zero downtime and eliminated manual data entry and expanded data integrity by transforming account creation app

Facilitated change management, coordinated launch critical timelines, and ensured market and call center readiness for the M&A of 41M subscribers for AT&T Mobility by fostering relationships between business and technology partners. Key highlights: - Led 15-member consulting team in go-live support of 60+ applications which enabled a seamless billing experience for customers across telecom enterprises including AT&T Mobility and U-Verse TV - Resolved $3M in billing errors by directing 10-member team across billing acquisitions - Raised the subscriber base to 107M by migrating 41M customers through billing and network conversions

Formulated system downtime strategies, managed gap analysis for interfacing applications, and gathered requirements for billing system enhancements and releases at AT&T Mobility and U-Verse TV. Key highlights: - Facilitated go-live support and reporting for initial Apple iPhone product launch with over 200K units sold - Enriched service efficiency and agility within the billing and CRM platforms enhancing activation and billing inquiry processes with the eTOM Process Framework - Established requirements traceability matrix for billing and CRM features to ensure successful IPTV rollout