Kyle Tucker Email & Phone Number

Wichita, Kansas, Us

Managed the financials for a community of 50+ homes. Created a new website for homeowners to access key documents and pay dues online.Established three new payment methods for homeowners to pay dues more conveniently. Negotiated savings on recurring expenditures. Developed annual budgets with projected expenses for the community.

Wichita, Ks, Us

Wichita, Ks, Us

Facilitation of ongoing transformation and competitiveness of procurement processes.Coordinate the identification, prioritization and implementation of new platform and process capabilities in partnership with Procurement and IT Leadership. Work with suppliers and contractors to increase their utilization and leverage of core platforms and processes. Facilitate change management and training relative to new processes or platforms.Maintain a learning environment and tools for core platforms.Steward and perform user testing and acceptance of new platforms.Key Accomplishments:- Transformed the departments contracts repository through the facilitation of business reviews and migrated 2k+ contracts to our digital platform within 10 months.- Led a cross functional group of stakeholders to relaunch our SharePoint site with new support tools and resources including a PowerBi report that is in the top 400 of 21k company reports.

El Dorado, Ks, Us

Facilitated and coordinated external third parties/vendors to the successful completion of various customer projects. This included managing project budgets to appropriately allocate resources and delivery satisfactory results in a timely manner, the average annual budget managed was in excess of $1M. Managed up to 70 active projects simultaneously using analytical thinking to best complete each project. Proactively monitored and assessed project statuses and progressions to minimize unnecessary timeline and budget risks. This included frequency documentation and communication to key stakeholders. Actively engaged with new vendors across the country to grow our vendor relations network.

Greenville, South Carolina, Us

Responsible for making product adjustments as needed that reduced costs by $800k in ten months and maximized our revenue from $200,000 to $2,200,000. Developed reporting dashboards for executives to measure product and financial performanceManaged vendor relationships and contract negotiations that benefited all brands by providing real time competitive analysis and market research to optimize our messaging and product development initiatives.Reduced bottle necks by developing automated solutions, established and refined processes to save time, increase speed of performance, and optimized ease of use. Collaborated with Internet Strategy and Development teams and created business requirements for new projects. Implemented improved quality control measures that drove successful customer service behaviors which increased customer satisfaction in US and Canada brands.Created product documentation for all product related activities and policies while maintaining necessary updates on an ongoing basis. Initiated market research that included focus groups, surveys, and online polling to enhance website content and voice along with product features and benefits. Supported the growth and development of business brands and products by continuously expanding my knowledge of assigned product/s becoming the product Subject Matter Expert.Monitored product performance and provide recommendations for optimization and created system health checks while monitoring results. Worked with necessary company groups to troubleshoot issues and prioritize resolutions. Supported risk and marketing teams to execute campaigns and programs to reach account goals. Ensured all Customer facing and internal materials met compliance and legal requirements. Assisted with pay-per-click programs as necessary to expand current campaigns and optimize performance.

Boca Raton, Florida, Us

Led all marketing and co-branding initiatives for an $8 Billion integration of Protection 1 and ADT, including customer communications across various business channels, developed qualitative and quantitative surveys to gauge customer perception of the merger and potential impacts on attrition, worked with analytics team to tie results to attrition performance. Managed smaller acquisitions and integrations by creating a repeatable process for future acquisitions. Received highest accolades from CEO and CMO on success of the project.

Boca Raton, Florida, Us

Appointed by the CMO to help research, create and go-to-market with a cyber security solution for our small business customers. Conducted market research into the desires of customers to build a solution that met customer needs. Selected and worked with vendors to deliver the right products, price points and branding to go to market. Managed the pilot training for all technicians in our test markets and provided oversight on the installations. Improved the process to reduce the time to install by 2 days through inventory and provisioning enhancements. Became certified with Meraki CMNA. Responsible for aligning with all vendors on service changes and requests that needed to be implemented and worked to ensure a full sharing of resources to embolden our sales teams with the best information.

Boca Raton, Florida, Us

Revised Automated Communications: Reviewed and optimized all automated letters to customers to reduce calls by 5% with the inclusion of self help instructions. Modernized the creative look and feel and provided the customers with clear understanding for the letters purpose. Enhanced Business Operations: Consolidated all telecommunications requests into one comprehensive resource. Created an internal tracking mechanism to allow for greater accuracy in reporting and measurement of offer success. This allowed us to refine our strategy to promote the optimal performing offers. Created a tool that allowed front line agents to record notes with consistency and speed by removing duplicate work to streamline their note taking process. This was instrumental in improving handle times by ~2min per call. Constructed a spreadsheet that enhanced the visibility of rep data and brought about a higher level of engagement and performance from the reps. This ultimately resulted in the best year we had for attrition in the company at 11%.Developed a tool in partnership with our competitive intelligence team and retention teams that would educate our reps to better combat attrition from competition. Organized and facilitated focus groups. Created a mock-up of the new tool and reached out to vendors to bid the building of the design and negotiated pricing with the vendor. Implemented the new tool throughout the organization by facilitating any training.

Boca Raton, Florida, Us

Led key customer experience and retention initiatives and optimized processes for the business unit. Deceptive Sales: Managed the annual communications strategy for customers and employees regarding deceptive sales tactics. Developed training and creative materials for employees to engage in the program. Facilitated the communication of customer facing awareness materials and optimized through innovative channels to drive engagement. Coordinated with our vendors to produce and send over 5 million communications and when necessary send urgent notices to customers through various channels. Partnered with our retention, customer service, IT and legal teams to improve the process for reporting. This contributed significant data to key lawsuits against competing companies that were successful and resulting in over $15 million to be paid to ADT. Loyalty Program: Worked in partnership with sales and business teams to reduce attrition by 100bps through the implementation of a customer loyalty program to reward tenured customers. Mapped an optimal process and prepared training for both business units to ensure minimal bottlenecks. Further enhanced the experience by tracking call reasons to provide necessary training to front line agents to reduce transfers and call backs by 50%Customer Communications: Streamlined retention offers by creating relevant content for use at various times throughout the year. The production allowed for the elimination of a 3 week production timeline for each offer and allowed us to deploy more offers year round to further reduce attrition. Revised natural disaster communications to include relevant content to drive brand loyalty and reduce calls by providing self help related content.

Romeoville, Il, Us

Project managed an initiative to update 80k+ customers communication devices from a sunsetting network type to more updated technology. Worked cross functionally with our legal, field, billing, marketing, IT and customer service teams to ensure we converted all units prior to the date the radios were scheduled to be shut off. This involved being close to the front-line data and staying in close communication with all groups. Lead team calls and meetings to keep the project on pace. Adjusted strategy by testing and then implementing a discounted offer to incentivize customers to convert. Through the success of this effort in converting all our 80k customers we were able to continue to bill these customers saving ~$6M in annual recurring revenue. Assigned and reported directly to our CMO to find the problem with why sales were not able to be billed for an extended period of time and provide a solution to the problem using root cause analysis and six sigma techniques. Quickly aligned with the appropriate teams to make changes in our system that would allow greater visibility of detail into the issues. Implemented controls to make sure certain bottlenecks we removed. The success of this initiative resulted in a much faster time to be able to bill the customer and generated high revenue dollars per month. This process was later implemented at ADT once we integrated the two companies.

Romeoville, Il, Us

Consistently outperformed peers as monthly top performer by excelling at retaining customers while remaining uncompromising in the profitability of the company through the use of effective negotiations. Developed several tools for the department to use for the purposes of increasing efficiency and implementing a standardization of notation that was thorough yet simple, while simultaneously fostering increased production through use of personal analytics that made representatives aware of their direct impact to the business. Assisted in any leadership requested task, for instance, handling escalated accounts, reaching out in a second save attempt, helping with non-pay accounts, working managements queue as requested, assisted other reps while floor walking and answering questions, running the command center, and displaying a willingness to help and grow without any prior training. Assisted in training and teaching reps on how to become more efficient through the initialization of simple tools. Created the summer theme for 2015 and assisted in updating the competitor tool that is utilized by all representatives. Demonstrated consistently throughout my tenure an initiative to proactively create solutions for seemingly undefined problems for the purpose of achieving our main goal, which is to save the customer.Was handpicked by the CMO and pulled from the call center floor and was given a position in marketing prior to the acquisition of ADT.

Tampa, Fl, Us

Developed training programs for all positions of the restaurant. Created policies that increased the staff efficiency and retention, and decreased turnover. Mentored trainers to teach our principles and beliefs and developed those trainers into managers. Streamlined liquor order guides and par levels through organizing the physical inventory and development of enhanced spreadsheets for ordering. Handled all end-of-day cash, deposits, and balancing. Implemented a new systems for waiters that drastically reduced the time it took to greet a table and improved the guest experience by fostering a greater level of teamwork.

Bachelor Of Science - Bs, Business Administration And Management, General

Associate'S Degree, Database Administration