Shay Phillips Email & Phone Number

Dallas, Texas, Us

Spearhead strategic advisory, transformation, and efficiency efforts for organizations, teams, and individuals. Leverage deep operations and technology expertise to support start-ups and large corporations. Sought after thought leader and SME.• Operational Transformation: Provide advisory services and operational strategies to enhance organizational efficiency and effectiveness, ensuring alignment with business goals and driving sustainable growth. • Industry Speaking: Delivered keynote addresses and participated in panel discussions at leading industry conferences.• Leadership Coaching: Provided mentorship and strategic coaching to emerging business leaders.• Board Governance: Contributed to corporate strategy and oversight through active board memberships.

As the Founder of the Black Marketing and Advertising Council (BMAC), I launched this Think Tank of black consumers partnering with Marketing and Advertising organizations to promote content and programming that appeal to the black community to ensure the positive portrayal

Dallas, Tx, Us

Directed a $2B divestiture of video operations, transitioning them to a standalone entity as the head of the B2C Program Management Office (PMO). Oversaw operational reviews and resolved contractual disputes with C-suite executives, strengthening stakeholder relationships. Ensured alignment with strategic OSS/BSS IT roadmap initiatives, boosting operational efficiency and customer experience (CX).• Strategic Negotiations: Negotiated solutions that mitigated the impact of a critical network equipment upgrade, expected to boost revenue by $24M through 2026 by expanding broadband access.• Operational Streamlining: Streamlined dispatch of product bundle installations, increasing capacity for 77K additional broadband orders annually, fostering market share growth while cutting operational costs by $15M.• Dispute Resolution: Addressed and resolved significant broadband retention disputes, preserving 47K incremental subscribers annually and markedly improving customer satisfaction.

Dallas, Tx, Us

Led the development of a 3-year, $2B transformation portfolio aimed at advancing digital transformation, and boosting revenue growth at AT&T Business. Applied external data insights and benchmarking to identify and capitalize on internal innovation opportunities. Collaborated closely with C-suite executives, leveraging the DMAIC methodology to drive long-term sustainability and enhance both customer service and operational efficiency for over 3 million customers and 9,000 sellers.• Initiative Development: Orchestrated the creation of over 20 transformative initiatives, generating returns exceeding $2B EBITDA by promoting cross-departmental collaboration among Sales, Marketing, and Operations.• Funding Acquisition: Directed business case development, securing $200M year-one funding using a strategic model that facilitated product owner endorsements from the Transformation Committee and AT&T CEO approval.

Dallas, Tx, Us

Directed a multidisciplinary team managing P&L for a $700M IoT product portfolio with a $23M operating budget, delivering premier technology experiences for sellers and customers to drive revenue growth. Held accountability for the connectivity and service delivery across more than 50 million IoT connections, achieving a 15% year-over-year revenue growth.• Strategic Execution: Executed the foundational IoT portfolio's strategic direction, collaborating with FP&A and Legal teams to manage vendor relationships and optimize outsourcing processes.• Digital Leadership: Spearheaded the IoT digital marketing and distribution strategy, successfully adding over 60,000 new IoT connections annually through targeted platform enhancements.• Technology Launch: Launched the 5G Center of Excellence and emerging technologies, establishing a sales incubation team that generated $10M in total contract value in its first year.

Dallas, Tx, Us

Directed B2B operations and led transformation efforts in post-sale customer support, overseeing Service Delivery, Financial Operations, and Service Assurance for B2B products across approximately 700 resellers. Managed a large global team accountable for enabling annual revenues of approximately $200M to significantly enhance customer success. Achieved marked improvements in service delivery KPIs and operational efficiencies through targeted strategic initiatives and technological innovations.• Operational Scalability: Enabled revenue increase of over 220% while maintaining resource growth at only 35% by boosting self-service adoption by 80%, greatly enhancing operational scalability.• Customer Engagement: Developed AT&T’s inaugural Service Management self-service customer platform using Salesforce, achieving over 60% adoption within 90 days and dramatically improving customer NPS by 260%.• Process Automation: Implemented advanced Robotic Process Automation (RPA) solutions to automate manual processes, reducing order processing time by 80%.

Dallas, Tx, Us

Led Program Management Office (PMO) and Chief of Staff team of 30. Served as key executive advisor to and representative for the SEVP of Consumer Broadband and Video, a $23B organization with 20K employees. Managed a $1.2M engagement and national sponsorship budget. Directed strategic and complex initiatives to increase organizational efficiency. Ensured alignment of business plans, operating performance, and financial objectives. • Strategic Communications: Designed Board of Director presentations, operations plans, and internal and external executive communications. • Customer Experience Success: Established enterprise-wide customer experience strategy, “I can help you with that”, developing employee training and scripting to enhance service delivery success, leading to J.D. Power recognition.

Dallas, Tx, Us

• Director Video and Broadband Channel Marketing: Drove 800% increase in promo performance by enhancing sales training.• Director Mobility Retail Sales Operations: Created and led new flagship customer team, scaled to support 2M customers annually. • Director of Chairman's Office Communications and Operations: Co-developed AT&T’s first event engagement app, enhancing the experience for the CEO and top 200 executives while supporting the sustainability strategy.