William Read Email & Phone Number

Wilmington, Delaware, United States

Finance and business management partner supporting the Connected Commerce Products and their Technology Investment portfolios. Guide agile product teams through their Technology investment prioritization, capacity requirements and staffing planning. Trusted resource and vocal participant in the development of the Technology investment road maps for the Connected Commerce Products.•Coordinate Technology Investment priorities and build business cases outlining key deliverables and expected impacts for review and prioritization by senior leadership.•Create, coordinate, and track Investment labor capacity requirements for Connected Commerce Portfolio deliverables as well as the staffing planning for Product Tech teams.•Transitioned Card Investment Programs into Product aligned Business Cases and Tech resource teams.•Supported the CCB-wide agile transformation by establishing Product aligned Tech capacity investment and production support targets.•Established the initial Product Tech Road maps, Tech cost structure, and Tech teams for newly created Connected Commerce portfolio and agile products.

Philadelphia, Pa

As VP of Finance and Business Operations for the residential Customer Service operations, I led the efforts in establishing financial and operational planning for the residential inbound Customer Service operations for Comcast Cable (over $1.8B annual operational expenses and 40,000 agents). In this role, I supported the following tasks:•Identified and managed opportunities to deflect or reduce inbound volumes, maximize agent performance and productivity, drive sales, and reduce churn related to inbound calls.•Established and presented budget guidance as well as strategic initiatives for call center operations across the 3 company Divisions and National Customer Service teams. •Directed financial and business operations management of National Call Centers. National centers supported as many as 20 different inbound call queues with an annual budget over $.5B and 9,200 agents. On boarded 3 new National Call Center sites.•Long-Range financial and strategic planning of Customer Service and Customer Experience operations. Transitioned care operational expenses from a year-over-year (5%) annual increase to 5% decrease (~$.2B annual budget swing).•Managed team responsible for call center & IVR data as well as Customer Service operational reporting.•Prepared and present to senior leadership monthly and forecast financial and operational performance.

Philadelphia, Pa

As Executive Director of Customer Service Business Operations, I expanded my role in supporting National Call Center operations and leading the reporting team that automated all call data reporting for the Comcast. Other duties included:•Partnered with National Customer Service and Customer Experience teams to evaluate and monetize customer experience related initiatives, technology investments, and policy changes.•Evaluated 3rd party agent performance and cost analysis vs. in-house agents for each queue.•Prepared a review of Customer Service operations for annual budgets & Board of Directors presentations.•Supported financial and operational planning related to care and sales support for Xfinity Home Security (a new product launch that required a new support model).

In my role as the Sr. Director of Business Operations I transitioned from a regional position to a headquarters finance, planning and business operations role for the company. At the time, the call center operations & reporting were decentralized and my team lead the efforts in building alignment and setting company-wide performance metrics, normalizing call center reporting, and establishing long range planning. Other duties included:•Developed and reviewed Customer Service operational metrics and developed a comprehensive operational and financial overview for senior leadership.•Designed, tracked, and presented key metrics with senior leadership for the Customer Experience Scorecard bonus (30% of the overall bonus plan for over 60K employees).•Automated and normalized call and IVR data for Comcast Customer Service operations.•Established summary Customer Service transactional data in Hyperion Essbase. •Created and maintained financial planning for National Spanish Language Sales and Retention sites.

New Castle, De

Transitioned from area field Business Operations to supporting Regional Call Center operations for the Philly Metro Region. Specific tasks included:•Prepared monthly P&L analysis and forecast updates and annual budgets for 5 call centers. •Directly supervised 7 employees, including 2 managers. The combined team supported outbound Retention/Collections and Support Services operations (over 40 employees).•Performed ongoing reviews of credit adjustments, work order accuracy, vendor management and staffing, Accounts Payable, review of controls and procedures, and capital spending.•On boarded 2 new call center sites in Lebanon, PA and Newark, DE.•Assisted the creation and implementation of a comprehensive career advancement program.

Coatesville, Pa

Transitioned to Cable Field Business Operations for newly acquired cable systems in Chester and Lancaster Counties (3 Cable offices). •Managed business and warehouse operations of three cable system locations. •Prepared annual budgets and monthly forecasts. Prepared monthly P&L analysis.•Compiled month end reports, WFM & Finance Technical Operations, and reviewed capital spending.•Directly supervised four front counter representatives, two check-in clerks, an accounting assistant, and warehouse supervisors and staff.

Greater Philadelphia Area

Assessed the effectiveness of operating procedures and the internal controls of Comcast cable systems, QVC, and Spectacor. Specific tasks performed included:•Reviewed warehouse controls over converters and inventory, controls over cash, Traffic and Billing of Ad Sales spots, FCC regulations compliance, and access to billing system.•Compiled and communicated audit issues to senior leadership and managed Audit staff.

Greater Philadelphia Area

Audited the financial statements and controls of clients whose primary business activities were retail, manufacturing, and distribution.

Master Of Science In Engineering In The Management Of Technology

Executive Master's in Technology Management - Based in Penn Engineering and is co-sponsored by The Wharton School

Emtm

Accounting

Accounting

Tuck Executive Education At Dartmouth, Society Of Cable Telecommunications Engineer (Scte) Tuck Executive Leadership Program At Dartmouth

A one-week program serves to optimize communication skills needed to effectively execute on strategy and to successfully lead peers.