- Lead direct marketing initiatives for DIRECTV, focusing on both growth and retention.- Develop and implement strategic marketing campaigns to drive customer acquisition and reduce churn.- Manage a high-performing team, fostering a collaborative and innovative work environment.- Utilize data-driven insights to optimize marketing efforts and achieve business objectives.- Successfully integrate winback and acquisition marketing efforts, streamlining operations and improving cost efficiency.- Drive alignment across multiple teams, ensuring cohesive strategy and execution.

- Led initiatives driving net adds through Winback, migrations, and pure acquisition.- Directed cross-functional teams, aligning 10+ departments for unified execution.- Launched systemic improvement, projected to bring $200M+ and enhance experiences.- Executed direct marketing campaigns, projecting 140% to goal YTD.- Identified and eliminated customer targeting overlaps, realizing significant cost savings.- Improved customer journey, boosting satisfaction and retention.- Persuaded senior leadership to pivot strategies, ensuring rapid decision-making.- **Q4 Excellence Award Winner** for outstanding performance and contributions.

• Programs include Winback, Product migrations and moves, Call center performance.• Achieved rapid promotion to Senior Director within 3 months based on exceptional performance and leadership skills.• Lead a high-performing team responsible for strategy and execution of retention programs to reduce Satellite and Streaming video product churn.• Managed a $100+ million budget and was responsible for 200k total customer solutions per year.• Launched and ramped VIP retention program, resulting in a 20% increase in saves YoY .• Collaborated with cross-functional teams, including product, marketing, and customer support, to identify opportunities and solve to increase customer retention.• Analyzed data to identify trends and insights, and used those insights to inform retention strategies and tactics. • Oversaw the development and execution of retention campaigns across multiple channels, including call centers, retail, email, spot ads, and social.• Managed multiple sales channels, including inbound and outbound telemarketing.• Developed cost efficiencies resulting in a $10+ million budget reduction YoY.• Ensured marketing strategy and direction within retention call centers, developed incentives to drive center performance in key metrics, and provided frontline communication, talking points, and trainings.• Leading cross-functional projects and initiatives to improve customer experience, such as streamlining customer onboarding processes or enhancing product features based on customer feedback.• Presenting retention program performance, insights, and strategies to senior leadership and key stakeholders.• Developing and implementing best practices for customer service, including training programs for retention call center agents and customer support teams.• Managing relationships with external vendors and partners, such as marketing agencies and call center outsourcing providers, to ensure high-quality service and cost efficiencies.

Responsible for strategy and execution of retention initiatives for a base of 65 million customers. Worked with partners in consumer insights, analytics, and other various internal organizations to identify churn improvement opportunities, develop strategies/initiatives, business case development, and go to market execution.Original member of reorganized wireless retention team that took AT&T churn from highest to industry leading over 2 years.

Responsible for sales, customer service, and employee development across 10+ locations and 100+ employees.• #1 ranked Area Retail Sales Manager within regional market from 2013-2017• Leader in postpaid voice gross adds, DirecTV/DTV NOW, and all new initiatives/products • Multiple instances of #1 national ranking out of 350+ peers• Consistently excellent direct report leadership ratings. 6 years straight of 100% engagement ratings. Full surveys available on request. • 200+ employee promotions• Extensive experience with HR policies, coaching, discipline, union contracts, grievances

Responsible for overall store performance, customer service, and employee development. Store ranked in top 10 out of 120 in region every month.

Responsible for adding new customers and serving existing. Consistently over achieved sales goals and recognized monthly for top regional performance.