Providing product and sales enablement consulting for Message Broadcast

Aerialink (A Message Broadcast Company) empowers communication providers within the Finance, Healthcare, Insurance, Automotive, Restaurant, Service & Hospitality space to easily embed SMS and MMS messaging into their existing applications and workflows using cloud API-enabled services.

Providing product and sales enablement consulting for Message Broadcast, a division of Link Mobility.

2022Developed Intelligent Automation Strategy. Strategy includes process-discovery tool, workflow engine, email bot, customer case portal, and SAP-C4C call center integration.2021Developed and launched AWS call center chatbot in 2021 for agent assistance and efficiency. The strategy contributed to reducing Average Speed to Answer (ASA) 92%; increased service levels 59 points; improved agent efficiency by 143 hours a week; reduced customer hold times by 860 hours in the first six weeks, returned customer NPS scores to normal levels a few months after implementation.2020Developed and executed multi-pronged COVID strategy for customers, call center/corporate responders, state/local agency assistance programs, and extensive back-office RPA processing. Received 2020 James B. Duke Award for the COVID response strategy (see Honors & Awards section).2019Developed Virtual Agent Strategy, assembled delivery team, and established MVP for website and social media. Launched Virtual Agent in 2019 on Duke-Energy.com. Launched social media chatbot in 2020.Developed and launched Share-the-Warmth campaign with Carolina Panthers to collect donations from fans for vulnerable customers.Developed Estimated Wait-Time (EWT) / Popular Times strategy. Launched EWT on Duke-Energy.com to display to customers the call center wait-times before calling for support.2018Developed enterprise RPA strategy, business case, and roll-out . Platform saves $8m-$10m annually.Developed builder portal strategy, business case, setup delivery team, and MVP plan. Launched in 2018. Received 2019 James B. Duke Award for Builder Portal (see Honors & Awards section)Launched ad-hoc customer storm communication strategy, post hurricane Irma and days before category 4 Florence impacted Duke in North Carolina and South Carolina. Refined and prepared customer communication strategy for category 5 Michael which had a major impact on the electrical infrastructure in Florida.

Developed technology roadmaps for federal, state, and local agencies. Coordinated with industry vendors to develop national building and energy standards for Federal contracts.Funding provided by the Department of Energy (DOE), Department of Homeland Security (DHS), Pacific Northwest National Laboratory (PNNL), California Office of Emergency Services (OES), and the California Office of Homeland Security.

Responsible for overall management and leadership of a 35 employee firm with offices in 5 states.Raised $2 million in startup capital and $3 million in mezzanine rounds over 3 years.Grew annual recurring revenues from zero to over $2 million in 2 years.Led expansion of product-lines: technical and market research, proof-of-concepts, beta sites, and marketing. Established key third party vendor relationships including a private label deal with leading software provider in the industry space as well as distribution rights to remaining industry leaders.Negotiated contracts, created strategic alliances, “vision shaped” RFP bids and handled government relations at local, state and federal levels.Implemented Solution Selling® and Crossing the Chasm strategies which resulted in a 1500% increase in customers over 2 years. Managed sales processes in Salesforce.com®.

Daily recordkeeping software for 401(k) plans. Software manages transactions, reconciliation, compliance, and reporting from individual accounts to Broker/DealerResponsible for portfolio of existing institutional clients (250) and new client acquisition. Managed contract negotiations, technical sales analysis, RFP responses, and product strategy.