Steven Duncan Email & Phone Number

Alpharetta, Georgia, United States

Direct global product operations and management of personnel in the U.S., Norway and UK responsible for providing property and casualty insurance programs for wireless devices. Oversee SaaS configurations in production environments across the U.S., Canada, EMEA and APAC. Drive profitability through continuous improvement efforts, customer-focused product development, and strategic internal/external partnerships. Collaborate with executive leadership in formulating long-term goals and developing multi-year plans involving staffing, skill development and budgets. Advise Operations leaders in identifying trends, establishing goals and resolving risks that could impact program performance. Produce key reports highlighting market trends and challenges along with corrective actions to improve client program performance. Strategize long-term goals with clients to ensure alignment with business objectives. Top clients include: Target, Sprint, Apple Care Services (USA), Apple Care (JPN), Cricket (USA), Rogers (CAN), Glentel (CAN), Maxis (MYS), Telenor (NOR) and Royal Bank of Scotland, (GBR).

Alpharetta, Georgia, United States

Managed a team of business professionals in migrating 3 million consumers from legacy platform to a web-based platform. Designed and executed the next generation of Brightstar’s platform within APAC, EMEA, LATAM and Canada. Developed business cases to enhance client experience and increase overall productivity. Ensured delivery of products and services to key partners including iQmetrix, Chase, Consensus, Inbox Marketer.Key Achievement:- Improved operational efficiency and performance by redesigning and stabilizing the platform which resulted in $10M savings annually.

Alpharetta, Georgia, United States

Managed a team of professionals in onboarding and launching Sprint Prepaid and Postpaid Tablet device protection programs. Oversaw all program operations to ensure production efficiency, quality, service and cost-effective management of resources. Reviewed activity reports and financial statements to ensure progress aligned with company policies, objectives and standards. Key Achievement:- Successfully migrated 1.8M subscribers to Brightstar which resulted in $104.6M in revenue, $44.4M in gross profit and $27.8M in EBITDA annually.

Alpharetta, Georgia, United States

Managed a team of account managers in determining the business needs of clients and developing solutions that increased account growth. Developed programs, training, sales tools, scripts and plans designed to improve technology, optimize operations and maximize net revenue/margin. Ensured compliance with government regulations, underwriters and company policies. Mentored team members in business best practices and proactive decision making to improve their account management skills. Worked closely with product managers and IT development teams in meeting the needs of clients. Analyzed market statistics, consumer data and competitor data/services to create relationship building strategies. Partnered with sales, operations and marketing management to ensure contractual obligations were met, products were delivered efficiently and relationship with clients remained profitable and amicable. Key Achievement:- Grew subscriber base from 125K to 1.1M in less than 12 months which resulted in $100.1M in revenue, $31.2M in gross profit and $12.2M in EBITDA annually.

Atlanta, Georgia, United States

Managed 15 Southeastern kiosk operations within the Armed Forces Division that included 13 military installations across 7 states and oversaw the launch of 22 kiosks throughout the US. Trained personnel in carrier activation systems, POS systems and inventory management. Key Achievement:- Developed standard operating procedures, facility assessments and site to ensure successful kiosk launches.

Atlanta, Georgia, United States

Directed all aspects of Sprint’s national retail accounts in 500 national retail locations including Radio Shack, Best Buy Mobile, Wal-Mart, Sam’s Club, Fry’s Electronics, Radio Shack dealer franchises and Radio Shack joint venture kiosk. Managed account executives and provided sales training to improve overall sales performance. Led the launch of all Best Buy mobile locations including pre-launch and follow-up training. Key Achievements:- Implemented a Blackberry application designed to streamline day-to-day support for account executives. As a result, customer issues were resolved in less than 24 hours as opposed to prior handling time of 5 business days.- Increased Sprint’s share of decision in Radio Shack by 20%, Sam’s Club by 65% and Wal-Mart by 15%.