Legal - Consumer Contact Compliance• Manage compliance efforts relating to all outbound communications (phone, email, SMS) across all lines of business (pay TV, wireless, fulfilment operations)• Design and implement compliance solutions to solve complex problems in a cross-functional space, working with IT, business teams, and customer experience teams to ensure an optimal experience for all parties• Prioritize projects based on ever-changing resources, needs, and timelines, ensuring projects have well-documented features and requirements that outline acceptance criteria and value to the business• Serve as liaison between impacted IT teams and project management staff to ensure appropriate user stories are documented and completed within defined timeline for the project• Monitor proposed rulemaking and legislation at both the federal (FCC & FTC) and state level, working with regulatory affairs team to provide input on whether proposals are truly consumer and/or business friendly• Negotiate contracts with vendors in conjunction with transactional attorneys to ensure language favors the business and is executed as defined• Present updates on compliance operations to executive staff and senior corporate counsel on a regular basis• Collaborate frequently with marketing and data warehouse teams to ensure campaign and process compliance with TCPA, TSR, CAN-SPAM, and applicable state and other laws• Primary point of contact on compliance team for using basic SQL queries to perform searches and analytics relating to information stored in data warehouse relating to Do Not Contact tables and history• Manage one direct report, helping develop their skills while aligning towards greater compliance initiatives

Legal - Consumer Contact Compliance

Customer Experience - Outbound Operations• Oversee call center operations and performance for outbound phone calls (two teams totaling 50+ agents) while also assisting in compliance operations across the enterprise• Developed performance metrics for outbound agents for systematic reporting in alignment with inbound agents• Served as main point of contact and lead for outbound upsell campaign that generated over $100K in net free cash flow annually• Aligned with company-wide priority of customer experience by running campaigns that saw multiple point improvements in NPS and CSAT, assisting in DISH winning the J.D. Power award for customer satisfaction for five years in a row• Work closely with ICM team on Cisco call infrastructure to ensure outbound needs are met and new projects are developed in a workable fashion• Serve as team lead in the transition to new platforms for campaigns management and list segmentation to ensure there is no lapse in operations and ensuring process improvement through call optimization and more precise customer targeting

Customer Experience - Outbound Operations

-Assist in the media relations and marketing efforts for Heidelberg's 20 NCAA athletic teams-Operate/oversee StatCrew for basketball, baseball, softball, football, tennis, volleyball, and soccer-Assist in the hosting of the 2015 OAC baseball and softball tournaments as well as an NCAA softball super regional-Facilitate post-game interviews for football, basketball and baseball-Travel with and provide coverage of the baseball team in their trip to the NCAA Mideast Regional as well as the spring trip to Florida-Create media guides, game programs, and info-graphics using Adobe Photoshop and InDesign-Monitor and produce content for the @BergAthletics twitter and instagram accounts as well as the Heidelberg Athletics Facebook page-Write game recaps of events, feature stories on athletes, and other athletic department releases-Design and produce schedule posters for multiple teams-Shoot game day photography for various events-Assist in the transition to a redesigned athletics website via PrestoSports

-Responsible for forecasting, tracking and monitoring product demand, revenue and marginanalysis, item performance and other aspects of the business