Todd Schafer Email & Phone Number

Raleigh,

Wake Forest, Nc

Effectively led 3800 person organization responsible for supporting $6.7 billion in business customer revenue, overall business customer post-sale execution and support including: order entry, project management, provisioning and activation of services, proactive and reactive service assurance/logical repair, billing and collections, customer car, third party network services negotiation and contracting, Net Promoter Score and Six Sigma initiatives.- Reduced strategic product order hold rate by over 50% allowing for less re-work for sales professionals, customer and post sales team driving better efficiency and execution.- Reduced billing credits as a percent of revenue billed by 30% resulting in more accurate bills and customer satisfaction as well as improved net revenue predictability and realization.- Delivered high customer satisfaction of projects that were project managed by team continually scored by customers 4.7+ of possible 5.- Reduced Ethernet installation interval over 25% allowing customers to get services more quickly and shorten interval from sales booking to cash realization.- Improved customer committed due date delivered for Ethernet installations by over 25%.- Improved speed of answer of team working directly with customers to test and activate new services by over 90%.- Dramatically improved average speed of answer by various technical assistance centers by 70%-90% helping to contribute to a reduction in time needed to repair a customer service issue by 20%-60%.- Created first Net Promoter Score relationship and transactional surveys program for business customers including "closed loop process" and data analytics to provide guidance regarding what customer touch points were most important for forward focus.- Launched business portal evaluation and consolidation strategy working to streamline and build a common customer experience form the existing 43 disparate portals.

Wake Forest, Nc

Built and led all activities and results for 2300 person, eight-state Eastern/Mid-Atlantic Regions responsible for $2 billion in revenue, $300 million in operating expense and $200 million in capital spending.- Identified, built business cases and deployed over 1000 new high speed Internet nodes adding new capability to over 400,000 addresses driving enablement from the low 70%s to approximately 90% of the addresses in the geographic footprint. Overall penetration and financial results delivered exceeded business cases.- Identified node locations and executed placement, activation, sales and on-going support for new IP based TV/video product to approximately 150,000 households exceeding multiple business case assumptions.- Led significant overall customer service level improvement while holding flat the cost per technician task.- Significantly improved scalability and performance of networks allowing for growth and reliability.- Successfully converted operating and billing systems to common platforms across all states.- Save $25 million in capital by deploying alternative strategy to meet required broadband access statues.- Led preparation and timely service restoral for multiple hurricanes, ice storms and natural disasters.

Little Rock, Arkansas

Led all activities and results for 1000 person, nine-state, Southern Region responsible for up to $800 million in revenue, $150 million of direct generated operating expense and $75 million of capital spending.- Identified, built business cases and deployed over 1000 new high speed Internet nodes adding new capability to over 300,000 addresses driving enablement from the low 50%s to approximately 90% of the addresses in the geographic footprint. Overall penetration and financial results exceeded business cases.- Consistently attained 90% - 120% of Business Sales quotas for recurring and non-recurring reveeu generating products and services.- Created some of the first Ethernet based networks in the company allowing for significant improvements in the ability to economically scale capacity as well as provide new service to customers across multiple states.

Appleton, Wi

Led local operating model responsible for all activity and results in the central and eastern geography of Wisconsin and the Upper Peninsula of Michigan.