Ken Harrison Email & Phone Number

Deer Park, Ny

Deer Park, New York

Writing copy for businesses. Websites, squeeze pages, autoresponder series, brochures, direct mail, ads, employee communications, customer service and customer outreach pieces. Specializing in the telecom and high tech industries. B2B and MarCom, Methods and procedures, marketing campaigns.

1180 Avenue Of The Americas, New York, Ny

Create, review and edit SOPs, Training Standards, Policies, Reference Guides, Methods, Procedures. Create library for all documentation.

Gathered and documented Business Requirements for all Verizon.com products. Utilized prior sales, marketing, product management experience for successful introduction of all customer facing projects for Verizon.comPerformed User Acceptance Testing (UAT) on 68 projects from a customer experience perspective.Retested and closed 3,575 Online Center of Excellence Production Incident Reports, saving the team significant time and resources.Successfully identified 75 issues prior to production release to customer web site.Tracked, reported and communicated progress as Verizon.com liaison between Software Developers/Providers and Business/Consumer Marketing clients.Specialist/Systems Analysis and Programming 2003 -- 2007Developed and wrote System and Software requirements documentation for Verizon Services Corp, receiving two Verizon Excellence Awards.Developed and wrote requirements documentation for the introduction of the One Source System across the company's footprint; captured and wrote requirements documentation for Electronic Sales Engineer project.

Product Manager of People In Motion products. Calling Card and Collect Calling.

Created, wrote and published new customer contact methods and service order procedures.Analyzed, edited and revised existing system definition and user documentation to conform to rule/billing changes.Provided guidance to project teams and field personnel in all areas involving business and residence billing and service order negotiation.

Provided escalation support as Team Leader and Customer Care Project Manager for call center.Supervised and developed highly skilled customer service representatives who were part of the special-trained National Market Center Escalation Team who handled complex inquiries and problems.Established and managed numerous project teams and contacts in the CLEC and Verizon Departments,Coached associates, team leaders and mangers in all aspects of Call Center/Customer Service and order entry methods and procedures. Investigated issues ranging from Central Office install problems to major cable cutover errors and took corrective actions, ensuring customer satisfaction

Managed combined Long Distance/Local product rollout as Product Manager for Verizon Calling Card/Collect Services, including management of all promotional programs, such as bill media, web advertising and direct mail. Supported implementation of strategic marketing initiatives for new $146 million Operator Call Completion Services. Received Verizon Excellence Award for Calling Card campaign.Wrote internal and external communications related to Verizon Calling Card.Researched. developed and produced speeches and presentation slides for internal training. Developed, wrote, coordinated and implemented product plans to meet revenue commitments and improve profitability of Operator Call Completion Services.Wrote and designed calling card fulfillment materials for Verizon re-branding and managed redesign of Verizon West fulfillment materials for introduction of common 800 access platform.Prepared communications packages for Consumer Sales & Service trainers, ensuring quality communications and relevant messages.Monitored product operational, sales and financial performance, ensuring achievement of goals and objectives.Delivered large and small group training and provided sales support to retail and vendor sales personnel, to develop salesperson skills and promote sales. Coordinated creative mass marketing promotional programs for extreme Dialing, TV, radio, magazine and other outlets.Earlier positions included Call Center team leader and Customer Service Representative. Professional

Worked with 21 sales representatives in product knowledge and sales strategies.Ordered and maintained inventory for mobile communications, and computer products.

Certificate, Audio Technology

Board Certified Product Manager, Marketing

Audio Technology, Certificate In Audio Technology