Joel Spiro Email & Phone Number

Wake Forest, Nc, Us

Herndon, Virginia

• Lead Account Management and Customer Success Teams, designing and delivering outbound communication campaigns for over 20 Clients across telecommunications, Utility, and Healthcare sectors. • Led the strategic operational adjustments to migrate from a service-based development company to a SaaS product company. • Collaborate extensively with Sales and Marketing teams to rebrand the company, develop white papers, blogs, webinars, and pitch decks. • Enterprise Account Executive for SkyCreek’s largest client while also filling in as a Project Manager, Business Analyst, Production Support Analyst, QA Tester, and Trainer.• Partner with Engineering, DevOps, Networking to upgrade infrastructure and systems to support large scale clients and apply lessons learned to new AWS hosted SaaS Communication Management Platform. • Migrate existing clients to new SaaS platform incorporating Product Management

El Segundo, California

• Managed Field Operations centered initiatives projects the SoCal Region ranging from billing system code standardizations, vehicle GPS installations, an employee alternative work schedule vote, and various policy and process standardizations. • Transitioned network capacity management practices to a new standard – Designed a streamlined tracking and communication system to manage real-time network node capacity issues from start to finish.

El Segundo, California

• Saved $10M annually by optimizing our physical disconnects program - Significantly reduced physical disconnects with no risk while increasing eligibility for new customer self-installs.• Oversaw and designed an innovative pre-appointment notification program as part of company’s rebranding strategy – Oversaw vendor relations to create an “Uber-Like” Live-map technician tracking experience providing customers with a communication preference and showing secure technician information (name, picture)• Expanded a contractor management governance model to the enterprise – Managed a cost-neutral re-org affecting 100s of techs across newly defined roles under a time sensitive and confidential mandate.• Standardized 10+ operational policies and procedures – Responding to mergers/consolidations, went beyond uninspired standardization requests to utilize best-practice solutions.

Culver City, Ca

• Crafted the order entry and distribution processes of our self-installation kits.• Lead Administrator and operational liaison to App Dev for home-grown cross-functional ticketing system – Ensured operational needs were met by developers to craft a ticketing system to support front line escalations. Developed feedback system, reports, and led various enhancement request.• Transitioned various legacy operations to utilize macro automation, web based tools/reporting, and paperless operations.

Chatsworth, Ca

• Led a 12 person cross-functional process improvement team - Identified, created, and launched over 25 training aids and standardized policies contributing to numerous operational efficiencies.• Construction Coordinator for 4 facility renovations with a budget of $3M - Coordinated 450+ employee relocations, a 150 person call-center remodel while still in operation, negotiated pricing, and managed the contractors, schedule and communications.• Drafted RFPs, evaluated vendors, and subsequently implemented an automated pre-call campaign for our customer appointments.