Victor M. Email and Phone Number

 Managed and owned the technology stack across 3 different CRM’s to cover customer care needs across FOX Nation, FOX Sports, FOX NOW, FXNOW, NatGeo and FX+ digital streaming platforms. Managed the turn down and migration of FOX Sports from Oracle to Salesforce Led the migration of FXNOW, NatGeo and FX+ Zendesk instances to Disney customer care operations teams Developed new dashboards in Salesforce for Executive leadership reporting and center level KPI reporting and tracking… Show more  Managed and owned the technology stack across 3 different CRM’s to cover customer care needs across FOX Nation, FOX Sports, FOX NOW, FXNOW, NatGeo and FX+ digital streaming platforms. Managed the turn down and migration of FOX Sports from Oracle to Salesforce Led the migration of FXNOW, NatGeo and FX+ Zendesk instances to Disney customer care operations teams Developed new dashboards in Salesforce for Executive leadership reporting and center level KPI reporting and tracking. Created new dashboards for the FOX Sports team to assist tracking customer issues during the Oracle to Salesforce migration. Created and delivered all interval reporting decks for PBC PPV and Women’s World Cup, along with weekly and monthly reporting decks for FOX Nation leadership. Managed the relationships with 3rd party development vendors Appirio and Paladin Created new routing strategies to ensure customers were reaching agents who were trained in the proper lines of business. This included the creation, configuration and code deployment for all queues and their corresponding entry points Drafted technical diagrams to demonstrate how the overall system flowed and the business rules associated with each process Created a Business Continuity Plan which would cover us in the case of any Salesforce or app side outages. The plan included procedures for operations such as VTO, and case handling Wrote RFP’s for 3rd party vendor Managed Services agreements. Show less

Agile PMO

 Led cross functional teams that included Developers, Quality Assurance Analysts and Business Analysts through Agile/Scrum methodology to ensure the continuous development and continuous improvement of the Screeners application.  Responsible for day to day activities to include leading all stand ups, Scrum meetings, Retrospectives, Story pointing, and delegation/assignment of tasks for all developers and QA personnel.  In 2018, expanded the footprint of the Screeners application by… Show more  Led cross functional teams that included Developers, Quality Assurance Analysts and Business Analysts through Agile/Scrum methodology to ensure the continuous development and continuous improvement of the Screeners application.  Responsible for day to day activities to include leading all stand ups, Scrum meetings, Retrospectives, Story pointing, and delegation/assignment of tasks for all developers and QA personnel.  In 2018, expanded the footprint of the Screeners application by leading the initiative to create the application for the Android platform in both mobile and tablet, along with Chromecast streaming capabilities. Ensured the highest levels of content security by implementing Multi Factor Authentication via Okta, and constantly elevating the level of DRM security. Established a burn-in on the fly process to provide pre-release content more efficiently and securely. This Project alone had a significant savings impact to storage costs, as it allowed us to generate copies of content instantly, rather than having to stockpile multiple copies. Responsible for the relationship between FOX and third party vendors, to ensure our platform maintained stability throughout the multiple business units that utilized it.  Served as the single point of contact for third party vendors and all FOX business units. Presented to Executive Level Officers across FOX, to adopt the Screeners platform as a secure content delivery method to suit multiple business needs. Show less

 Support the Sales Organization, with a focus on the DTV product offering and CRM Sales systems and processes. Served as lead for multiple high capital initiatives, with a range of 10 million to 250 million Capital expenditure per Project. The lead duties included identifying proper resources, leading working and status calls, create project plans and timelines, and present overall Project status to executive leadership.  Specialized in Merger and Acquisition duties for software and… Show more  Support the Sales Organization, with a focus on the DTV product offering and CRM Sales systems and processes. Served as lead for multiple high capital initiatives, with a range of 10 million to 250 million Capital expenditure per Project. The lead duties included identifying proper resources, leading working and status calls, create project plans and timelines, and present overall Project status to executive leadership.  Specialized in Merger and Acquisition duties for software and process integration. Created user profiles, system access levels and coordinated the introduction to CinglePoint reporting hierarchy structure for multiple lines of business to include DTV Direct Sales, DTV Sales Support, DTV Movers, DTV Winback and DTV Outbound Telemarketing groups. Managed the relationships with 8 Strategic Partners to ensure operational efficiencies and company goals were met or exceeded. Managed multiple cross functional teams to establish new sales processes, tools and training across multiple lines of business for RC1 software integration planning. Led all operational troubleshooting and resolution for Strategic Partner onboarding, system outages, telephony and workforce planning. Coordinate release of new plans and products to the Sales centers, along with any training and/or M&P associated with said releases. Show less

 Responsible for the Strategic Partner Centers Portfolio to include the launch, transition and closing of centers across multiple lines of business. As part of the Strategic Planning business unit, ensured that all Projects were deployed within a 30 day time window and held to the highest confidentiality standards. Partnered with Telephony IT to ensure all circuits were properly installed and routed, to provide proper call routing and speed dial functions within the… Show more  Responsible for the Strategic Partner Centers Portfolio to include the launch, transition and closing of centers across multiple lines of business. As part of the Strategic Planning business unit, ensured that all Projects were deployed within a 30 day time window and held to the highest confidentiality standards. Partnered with Telephony IT to ensure all circuits were properly installed and routed, to provide proper call routing and speed dial functions within the centers. Coordinated with internal IT departments to test applications URL access, and create any firewall requests that were necessary. Aided Internal training departments in the design of curriculums, by providing feedback from implementation via the supplier and the Strategic Partner Manager. Led all cross functional status and working team meetings by organizing the calls, creating agendas, providing detailed meeting notes, and establishing the go forward plan for any open action items. Coordinated center’s Hour of Operations by partnering with Workforce Management to ensure proper forecasting based on the ramp plan created and approved by the Strategic Partner and the client. Created detailed Project Trackers that outlined all action items for the given Project, communications, travel logs, training ramp plans, Project contacts and pre launch checklists. Show less

 Provided analysis to include forecasting profits, identifying possible risks and solutions, and analyzing actual figures post-launch to determine areas of opportunity. Briefed leadership and stakeholders on operational plans, risk mitigation strategies, and reporting of post-launch figures for assigned Projects. Led Projects across multiple business units to include HR, IT, Communications for Internal/Strategic Partner Call Centers. Partnered with several IT departments to… Show more  Provided analysis to include forecasting profits, identifying possible risks and solutions, and analyzing actual figures post-launch to determine areas of opportunity. Briefed leadership and stakeholders on operational plans, risk mitigation strategies, and reporting of post-launch figures for assigned Projects. Led Projects across multiple business units to include HR, IT, Communications for Internal/Strategic Partner Call Centers. Partnered with several IT departments to create process flows, create Orders of Magnitude, and prepare financial analysis documentation for new software development. In support of Project Managers, partnered to establish business impacts of their given initiatives. Facilitated coordination of reporting needs and resources within multiple business units, across a wide array of projects to include iPhone launches, AT&T NEXT, and Mobile Share Value launches. Ran multiple analyses for several projects, to include Strategic Partner Center launches for Billing and Payments. Within that analysis, I provided vital data points to aid in leadership business decisions. Aided in maintaining and delivering the complex reporting needs of the 2013 IPhone launch. Created complex reporting dashboards for several projects that covered varying time ranges and data elements. Partnered with Workforce Management in determining projects that would impact headcount, and assisted in determining the impacts. Show less

 Partnered with customer base to ensure the quality and timely manufacturing of their product.  Conducted Kaizen projects to reduce waste and machine efficiency. Through Six Sigma methodology, was able to effectively reduce waste by 18%, and simultaneously lowered cost of raw material by 25%. Worked with Global Sales Department to procure new business and provide technical feedback of manufacturing processes to aid in the successful closing of proposals. Responsible for all… Show more  Partnered with customer base to ensure the quality and timely manufacturing of their product.  Conducted Kaizen projects to reduce waste and machine efficiency. Through Six Sigma methodology, was able to effectively reduce waste by 18%, and simultaneously lowered cost of raw material by 25%. Worked with Global Sales Department to procure new business and provide technical feedback of manufacturing processes to aid in the successful closing of proposals. Responsible for all projects assigned to the engineering department: including the evaluation of manufacturing processes, efficiency of financial systems, and the implementation of the sales process.  Visited supplier sites to perform audits and ensure that GMP and ISO:9001 standards were being maintained to provide a high level of consistency and sanitation within the finished product. Responsible for implementing Six Sigma processes and implementing a black belt certification system for the Corps of Engineers within the company on a global scale. Prospected and closed new contracts with high profile companies such as Unilever, Colgate-Palmolive, and the European divisions of Procter and Gamble. Hired, trained, and developed the Engineering team assigned to North American sales and operations. Managed ISO:9001 certification team and obtained the certification in a six month period.  Presented financial goals and sales projections for upper management, and ensured the message was delivered companywide to achieve unity and completion of the specified tasks. Increased new sales by 200% in the first year while maintaining a minimum of 20% percent growth every year by maximizing product offerings to new and existing customer base. Show less

 Responsible for all East Coast orders to include Sales and Provisioning of features for voice and data lines. Negotiated trade contracts for all Local Exchange Carriers nationwide. In charge of all decisions regarding the hiring of staff, disciplinary action, scheduling of training and new sales initiatives to drive profitability. Presented sales forecasts and developed strategies to achieve the specified goals for upper management, and delegation of tasks throughout the… Show more  Responsible for all East Coast orders to include Sales and Provisioning of features for voice and data lines. Negotiated trade contracts for all Local Exchange Carriers nationwide. In charge of all decisions regarding the hiring of staff, disciplinary action, scheduling of training and new sales initiatives to drive profitability. Presented sales forecasts and developed strategies to achieve the specified goals for upper management, and delegation of tasks throughout the Provisioning department. Maintained proper communication with the Sales and Provisioning departments to ensure a seamless transition of services. Created a Resolutions Department to provide our customer base with accurate and timely trouble-shooting and solutions to their issues. In collaboration with the IT department, created tracking systems for all customer issues and tracking of orders through the entire sales and provisioning process. Show less