Jean-Pierre Dumas Email and Phone Number
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It’s never been more competitive. And customer experience (CX), has never been more important.I am a dynamic Customer Experience (CX) Executive, and I bring over 20 years of experience in this pivotal area. I am a firm believer that "the customer experience begins with the employee experience" and am committed to ensuring that exceptional outcomes are accomplished with each interaction. Having led CX teams at Expedia, Charter, Altice and others through the years, I know inside and out how to drive excellence and innovation in every aspect of CX strategy, operations, and management. I help organizations improve revenue by optimizing sales performance, reducing churn, and elevating the customer experience. ● Led initiatives that resulted in 400% growth in mobile sales at Spectrum, showcasing my ability to drive dramatic sales growth in a competitive market.● Achieved a 200% year-over-year increase in gross bookings at Expedia, driving over $38M in revenue growth through enhanced customer experience and strategic sales efforts.● Spearheaded initiatives at Altice USA that led to a $15M improvement in ARPU and annualized savings of $78M in disconnect yield improvement, demonstrating my strength in optimizing customer value and financial performance.● Led transformation initiatives that resulted in 50% growth in mobile sales at Altice USA, demonstrating my ability to scale operations and drive sales growth.● Drove a 20% year-over-year improvement in sales conversion at Spectrum by optimizing sales strategies and improving operational processes. ● Managed P&L exceeding $500M and led teams of 5,000+ employees, delivering results that impact both the top and bottom lines.My superpower? Deep expertise in contact center management, customer retention, and improving loyalty metrics like NPS and CSAT. I drive operational excellence, build high-performing teams, excel in cross-functional collaboration, and create a culture of continuous improvement. I am a leader who can transform operations, deliver results, and have led customer experience and sales initiatives that resulted in significant year-over-year increases in gross bookings, improvements in conversion rates, and enhanced revenue and customer satisfaction.Let’s connect (jpdumas23@gmail.com) to explore how I can contribute to your success.
Cx & Growth Strategies, Llc
View- Website:
- cxgrowthstrategies.com
- Employees:
- 1
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Founder | PrincipalCx & Growth Strategies, LlcAustin, Tx, Us
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FounderCx & Growth Strategies, Llc Sep 2024 - Present
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Svp Of Customer RetentionAltice Usa Aug 2023 - PresentQueens, New York, UsAltice USA is one of the largest broadband communications and video services providers in the United States, delivering broadband, video, mobile, proprietary content and advertising services to nearly 5 million residential and business customers across 21 states through its Optimum brand.● Led operations and managed P&L for 1K+ U.S. and nearshore contact center team, driving initiatives to boost customer lifetime value, reduce churn, and enhance customer experience.● Drove business transformation by redesigning organizational structures, implementing churn dashboards, launching daily retention reports, restructuring compensation, and developing BPO support strategy.● Generated remarkable average monthly improvement of 200 bps in voluntary disconnect yield performance, resulting in $78 million in annualized savings.● Met ARPU Erosion target, delivering $15M in favorability.● Drove substantial increase in mobile lines sales, exceeding 50% growth in Q3 / Q4 compared to first half of the year, utilizing mobile products as strategic save tactic to elevate household spend. -
Vice President, Call Center OperationsSpectrum 2021 - 2023Stamford , Ct, UsCharter Communications, Inc. is a leading broadband connectivity company and cable operator serving more than 32 million customers in 41 states through its Spectrum brand. Over an advanced communications network, the company offers a full range of state-of-the-art residential and business services including Spectrum Internet®, TV, Mobile and Voice.● Led a 5K+ team across inbound sales, telemarketing, and digital sales centers, overseeing budget, forecasting, workforce management, sales processes, and P&L.● Facilitated significant reduction in employee attrition rates by implementing part-time shifts, revising remote work criteria, and updating standards of operations procedures to improve employee experience.● Revised flexible scheduling and new hire onboarding compensation plan delivering substantial operational improvements in abandoned rate 110 bps, shrinkage 90 bps, attrition 70 bps, and occupancy 560 bps YOY.● Grew Acquisition Internet Yield 440 bps in 11-month period and Mobile Yield 280 bps YOY, resulting in more than $30M in revenue favorability and showcasing effective sales strategies. ● Elevated SMB Sales Acquisition Internet Yield 360 bps, optimizing revenue generation. -
Vice President, Marketing And Sales EnablementSpectrum 2021 - 2021Stamford , Ct, Us● Drove corporate marketing initiative planning, execution, reporting, and controlled P&L to support >5K sales professionals.● Restructured cross-functional communications to ensure end-user understanding of campaigns and user acceptance testing (UAT) to implement, sell, and address customer inquiries. ● Constructed rate adjustment / customer messaging dashboard to monitor initiative and revenue accuracy, resulting in impressive rate action accuracy improvement to 97.5%.● Accelerated SMS opt-in capture rate 26% YOY, while achieving consistent monthly improvements in inbound sales email capture rate as part of lead generation strategy.
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Vice President, Customer RetentionSpectrum 2013 - 2021Stamford , Ct, Us● Expanded call center team from 500 to 1,000+, driving improvements in customer lifetime value, churn reduction, and satisfaction (CSAT).● Authored innovative programs such as remote work, peer mentoring, and retention call-intercept, achieving 23% reduction in agent attrition and 20% lift in disconnect yield.● Formulated and executed a detailed strategic business plan that yielded a 37% decrease in executive escalations, establishing a framework for improved customer management techniques and long-term profitability growth.● Promoted flexible scheduling program and enhanced new hire compensation, decreasing attrition 33% over 2-year period, showcasing creative employee retention strategies.● Launched mobile awareness programs and training, driving a 438% increase in mobile yield and earning the Spectrum Elite Sales Performance award.
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Director Of Offline Sales And Customer ExperienceExpedia 2008 - 2013Expedia is one of the world's leading full-service online travel brands helping travelers easily plan and book travel from the widest selection of vacation packages, flights, hotels, rental cars, rail, cruises, activities, attractions and services.● Led 1,500+ travel professionals across North America, driving sales and customer experience through omnichannel integration and targeted sales training.● Sponsored Guest Connect sales training program, leading to 224 bps growth in net conversion, 140K incremental transactions, and $38M in OIBA.● Introduced Pay for Performance BPO plan, improving conversion 20% YOY and driving enhanced productivity and performance.● Expanded U.S. agent performance tier and customer segmentation programs across North America, resulting in 33% improvement in conversion rates and 200% increase in gross bookings.● Transformed customer loyalty sell-in 117%, resulting in 760K incremental members, enhancing retention and engagement.
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Director Of Sales And RetentionCharter Communications 2005 - 2008Stamford, Connecticut, UsCharter Communications, Inc. is a leading broadband connectivity company and cable operator serving more than 32 million customers in 41 states through its Spectrum brand. ● Strategic oversight of national Sales and Retention Centers of Excellence, supporting >1,200 agents and team leaders. ● Developed and managed incentive and associate recognition programs to maximize sales and retention performance.● Introduced revenue-based compensation plan and increased monthly revenue by 35%. -
Sales And Retention ManagerComcast Cable 2001 - 2005Philadelphia, Pa, UsComcast Corporation is a global media and technology company with two primary businesses: Comcast Cable and NBCUniversal. Comcast Cable is one of the United States' largest video, high-speed Internet, and phone providers to residential customers under the XFINITY brand, and also provides these services to businesses.● Managed sales, retention, and technical operations contact center team for cable television, residential phone service, and high-speed Internet products, supporting >200 agents and team members. ● Facilitated customer-focused sales and retention strategies utilizing a consultative sales/save approach.● Fundamentals of Leadership (FOL) graduate
Jean-Pierre Dumas Skills
Jean-Pierre Dumas Education Details
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Loyola Marymount UniversityPsychology -
Loyola Marymount UniversityPsychology
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Loyola Marymount UniversityCounseling Psychology
Frequently Asked Questions about Jean-Pierre Dumas
What company does Jean-Pierre Dumas work for?
Jean-Pierre Dumas works for Cx & Growth Strategies, Llc
What is Jean-Pierre Dumas's role at the current company?
Jean-Pierre Dumas's current role is Founder | Principal.
What is Jean-Pierre Dumas's email address?
Jean-Pierre Dumas's email address is jp****@****hoo.com
What schools did Jean-Pierre Dumas attend?
Jean-Pierre Dumas attended Loyola Marymount University, Loyola Marymount University, Loyola Marymount University.
What skills is Jean-Pierre Dumas known for?
Jean-Pierre Dumas has skills like Strategic Partnerships, Management, Leadership, Customer Retention, Crm, Strategy, Call Centers, Vendor Management, Customer Experience, Team Building, Sales, Marketing.
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