•Partnered with Operations, Product and Sales to develop assessments of customer processes, evaluating their effectiveness. Specifically, focused customers’ Strategic Mobile Engagement and Mobile Messaging Campaigns.•Worked with customers to understand their measures of success and identified areas for improvement.•Provided recommendations for optimizing processes for Syniverse customers.•Maintained strong knowledge of industry products, services, and technologies, understanding their application to Syniverse products and services.•Researched industry data and best practices applying understanding to assessments and solutions.

• Responsible for planning, executing and evaluating projects according to timelines and budgets• Built and manage team of 17 Project Managers ensuring quality control throughout the project • Accomplish project objectives by planning and evaluating project activities• Manage projects of major importance to overall business operations• Direct project team in the development and implementation of project plans

• Identify, implement and manage business sales initiatives including revenue growth, cost reduction, process improvement and overall customer experience across the organization• Manage Direct Retail outsourced technical support program; responsible for 260 contract technicians• Support all Channels by solving complex customer hardware/software technical issues; communicate and implement solutions• Perform new handset hardware/software testing; identify, document, report and communicate potential issues prior to consumer launch• Train internal employees on handset hardware/software to enhance sales• Manage Retail Operations functions; new store setup, store merchandising, handset take rate and churn reduction• Support new product launches, regional kickoffs and marketing communication and events• Routine Direct, Enterprise and Indirect location visits to ensure product/service quality• Vendor contract management

• Responsible for IT Systems development and program incorporation• Manage developers and contractors from various internal/external sources to accommodate multiple, concurrent systems development projects• Serve as customer liaison; define and document business needs, write IEEE requirement document for developers• Serve as internal Data Warehousing Manager; educate business units on warehouse structure, availability of data and teach end users how to use data and reporting software• Assist end users in developing the reporting necessary to run their business• Produce complex reporting for regional leadership