•Provides focus and drives consistency in the execution of all Maintenance Support Services- related matters for $150M portfolio of IT Storage/Cloud/Data Protection/Back-Up equipment at Fortune 100 customers.•Acts as Dell EMC’s North American Single Point of Contact and customer advocate for all post-sale IT equipment and environment support, upgrade, and repair issues.•Leverages the support of local and corporate resources in managing and attaining premium level of customer satisfaction, issue resolution, KPI attainment, and value-add revenues•Nurtures customer relationship and acts as a sales enabler to drive re-purchase loyalty toward Dell EMC equipment and software

•Responsible for the leadership, oversight, and execution of the North American Mobile operations solutions provided to wireless carrier operators, OEMs, National Retailers, Device Insurance providers, and Mobile Enterprise customers. Services include repair and refurbishment, in-store technical support, end-to-end supply chain management, and LCD/Component remanufacturing.•Fully integrated with Sales organization to close new business opportunities while driving incremental growth from existing partner programs with AT&T, T-Mobile, Blackberry, GameStop, Sonim, and Brightstar. •Managed and drove positive P&L, KPI, and scorecard success for partners and Teleplan via daily dotted line project management of internal Domestic and Global Operations, Engineering, Business Development, Project Management, Quality, and Finance teams as primary interface with clients.•Portfolio of Mobile/Retail partners provided approximately $25 million in annualized revenue

•Served as primary customer-facing Program Manager and Quality/Service/Repair/Supply Chain Operations owner for Samsung’s post-launch support of Verizon Wireless and Sprint Mobile and Network (small cell) products. These programs were responsible for fulfilling 2M repairs annually, generating ~$40M in support revenues and achieving best-in-class device quality KPI’s (return rates, defect rates, CSAT, churn, Total Cost of Ownership, etc)•Directed Samsung Service Team to eight consecutive quarters of #1 or #2 rankings in Verizon’s Quarterly OEM Business Scorecard Review; Led Service Operations contribution to the Sprint account team’s achievement of “2011 & 2012 Supplier of the Year” awards and four consecutive quarters of #1 or #2 scorecard rankings.•Led internal team in implementing Best In Class LCD reclamation process which saved our carrier partners in excess of $20M in 2013 while generating $10M-$12M in organic revenue for Samsung.•Drove Global Samsung project team of over 50 people in Major Carrier Returns Reduction Initiatives. These initiatives reduced return rates by 50% and Total Cost of Ownership by $5 per device.•Successfully negotiated new Service Agreements and program settlements with major carrier supply chain executives that improved Samsung cost positions by a cumulative total of $10M in 2011-2012.

• Developed and introduced best-in-class new “connected vehicle” products/services, product enhancements, and sales distribution strategies with the goals of establishing new revenue opportunities, creating a continuous pipeline of product offerings, diversifying service portfolios, and ensuring long-term financial growth for the company. • Researched, created, and presented comprehensive business case, business opportunity, competitive analysis, and client-ready presentations for ATX Executive Management for use in making strategic business and client program decisions. • Organized, trained, and managed cross-functional product development teams in identifying, developing, and implementing new features, services, and customer programs with major international automotive industry clients such as DaimlerChrysler, BMW, Audi, Honda, and Mercedes-Benz.

•Primary relationship and Asurion Program owner for Alltel’s Mobile Device Insurance, Roadside Assistance, and Equipment Lifecycle Management programs. These programs provided insurance/warranty, roadside assistance, and device recycle/refurbish/re-sell services to over 4 million Alltel Wireless customers nationally and generated approximately $210 million inAnnual gross revenues. Served in similar capacity supporting Bell Mobility in 2004 – 2006.•Exceeded Program growth quotas in 2004 (180%), 2005 (102%), and 2006 (115%) via comprehensive sales and product training in multiple Alltel sales channels, targeted incentive programs, product improvements, churn reduction initiatives, and direct marketing efforts.•Analyzed industry and competitive information/trends to identify, develop, test, and implement product enhancements designed to improve customer take rates, fuel program growth, exceed KPI expectations, and reduce overall program churn.

Classic account management/prepaid program growth for national wireless carriers; technical project support; subscriber and revenue growth responsibilities; solidify and grow client corporate and market relationships

Single point of contact for relationship management and program growth for Top 100 US Media/Newspaper clients