Samantha Mcconnell Email and Phone Number
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Influential leader at the intersection of strategy, technology and operations with strong background driving omnichannel digital transformation. Brings diverse experiences identifying business opportunities and motivating 100+ person teams to achieve goals with clear, collaborative communication. Thrives solving problems in dynamic environments and driven to achieve rapid, sustainable results.
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Director, Ai Strategy + Product ManagementCox CommunicationsRoswell, Ga, Us -
Director, Ai + Digital StrategyCox Communications Apr 2023 - PresentAtlanta, Ga, Us-Spearhead new generative AI scope including generative search, content creation, AI-enabled proactive communications and conversational sales. Generative search resulted in 50% reduction in time users spent searching and content creation resulted in 40% reduction in time for authoring-Google Next 2024 speaker on driving scalable, sustainable business value with generative AI-Lead strategy and implementation for enterprise virtual assistant, improving experience and reducing cost for 10M interactions annually
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Senior Manager, Customer Care, Digital StrategyCox Communications Dec 2018 - Apr 2023Atlanta, Ga, Us-Spearhead strategy for digital support channels including synchronous (chat) and asynchronous (SMS, Apple Business Chat, Google Business Messaging, WhatsApp) messaging, social media, and voice assistants.-Lead strategy and implementation for enterprise virtual assistant and digital assist (chat/messaging). These channels performed 148% to forecast in 2020, deflecting >8M inbound calls and completely automating >2.5M responses for the B2C and B2B verticals.-Represent support organization in evaluation of enterprise platform ecosystem, including the roles of holistic AI, CRM, cloud contact center, and interaction workflow tools and investment of hundreds of millions of dollars.-Lead team of content authors in drafting effective, on-brand responses for virtual assistant to customer support inquiries.-Partnered closely with Brand, Sales and Marketing through quantitative analysis and user research/testing to select and launch on-brand virtual assistant persona and digital assist visuals (including buttons, windows, etc.)
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Manager, Key Programs And Strategic InitiativesCox Communications Oct 2017 - Dec 2018Atlanta, Ga, Us-Responsible for analysis and reporting of 10-year, multi-billion dollar program to upgrade network to offer ubiquitous, multi-gig speeds, including program execution and business value generated-Leveraged program management skillset to reduce non-value added activities, initiate program-impacting conversations and drive improvement
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Regional Manager - Sales & Customer Care, Finance & ControlMcmaster-Carr Oct 2014 - Jun 2017Elmhurst, Illinois, UsFinance & Control July 2016 - June 2017Sales & Customer Care October 2014 - July 2016-Responsible for omnichannel contact centers including 24/7 call center, web support, digital order processing and representative training-Led 150 representatives, 15 supervisors, and 5 department managers handling thousands of calls, e-mails and web contacts daily. Reduced call volume and FTEs by 20% through efforts to transition customers to digital or self-service transactions including texting, website features, and app deployment-Co-authored 10 year, multi-channel strategic vision for contact centers including tools, systems and processes. Led relationship with IBM Watson team for requirement definition and AI solution prototyping-Led technology implementation to reduce data entry on digital orders, resulting in 60% increase in efficiency and record lows for customer-impacting errors. Reorganized to combine sub-departments with similar functions to maximize productivity-Revised strategy for responding to calls and digital requests to source products resulting in 60% increase in first touch resolution, 40% reduction in product expert staffing, and 15% improvement in customer satisfaction-Spearheaded effort to automate drafting of collection e-mails, leading to 50% reduction in staffing while achieving 5 year lows for receivables aging-Led program to pool data entry for digital orders company-wide, leading to 20% reduction in staffing while processing 15% of orders more quickly-Restructured finance departments and workflows to increase responsiveness to customer requests by 80% without adding staff-Managed team of 7 supervisors to achieve 20% improvement in call quality on challenging call types while reducing average call time by 15% -
Manager - Sales & Customer CareMcmaster-Carr Jul 2012 - Oct 2014Elmhurst, Illinois, Us-Led technology implementation to reduce data entry on e-mailed orders, resulting in 60% increase in efficiency and record lows for customer-impacting errors. Reorganized to combine sub-departments with similar functions to maximize productivity-Managed team of 7 supervisors to achieve 20% improvement in call quality on challenging call types while reducing average call time by 15%-Led team of 7 to analyze sales, customer website behavior, and the competitive landscape for hundreds of HVAC products and make product assortment and presentation recommendations
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Supervisor - Sales & Customer CareMcmaster-Carr May 2011 - Jul 2012Elmhurst, Illinois, Us-Supervised team of 12 representatives and managed operation to meet daily goals
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Human Capital Analyst, Organization & ChangeDeloitte Consulting Jul 2009 - May 2011Worldwide, Oo-Coordinated global team to improve organization and reporting for locations worldwide at professional services firm. Reported to c-suite executives on previously untracked assets worth millions of dollars-Developed communications plan for reorganization resulting from merger of multi-billion dollar healthcare clients-Built training plans for technology implementations at large healthcare client and Fortune 100 retail client -
Human Capital Summer ScholarDeloitte May 2008 - Aug 2008Worldwide, OoOnly billable intern
Samantha Mcconnell Skills
Samantha Mcconnell Education Details
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Vanderbilt UniversityOrganizational Communication & Strategy
Frequently Asked Questions about Samantha Mcconnell
What company does Samantha Mcconnell work for?
Samantha Mcconnell works for Cox Communications
What is Samantha Mcconnell's role at the current company?
Samantha Mcconnell's current role is Director, AI Strategy + Product Management.
What is Samantha Mcconnell's email address?
Samantha Mcconnell's email address is sa****@****ter.com
What is Samantha Mcconnell's direct phone number?
Samantha Mcconnell's direct phone number is +163060*****
What schools did Samantha Mcconnell attend?
Samantha Mcconnell attended Vanderbilt University.
What skills is Samantha Mcconnell known for?
Samantha Mcconnell has skills like Leadership, Organizational Design, Data Analysis, Strategic Planning, Process Improvement, Management, Digital Transformation, Chatbot Development, Artificial Intelligence, Strategy, Project Management, Performance Management.
Who are Samantha Mcconnell's colleagues?
Samantha Mcconnell's colleagues are Alexis Samuel, Mike Cooper, Mikayla Williams, Martin Gonzalez, Joel Nicius, Pedro Rubalcava, Marcus Campbell.
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