Feb 2021 – Present · 5 yrs 1 mo

• Making the Future Happen Solutions was created to help move forward innovative ideas, services, minds and leaders. More info coming soon!
• Feel free to reach out directly for more details, we look forward to potentially working with you!
• Current Focus Areas Includes:
• Consulting Services
• Leadership/Executive Coaching
• Pre Sales, Sales Strategy & Execution
• Start-up Coaching & Mentoring

Jul 2020 – Nov 2020 · 4 mos · Philadelphia, Pennsylvania, United States

• Was recruited and brought in to lead the transformation organization of over 150+, consisting of 3 main groups the Data Science & AI/ML team, Business Transformation & Portfolio Management team and lastly the System, Tools and Integrations team. Tasked with using data, automation, cutting-edge innovative technologies to transform the way Lumen North American operations operate.
• Scope included all Copper and Fiber networks, national and international, consumer as well as enterprise products and solutions.
• Our task was simple, to plan, execute and deliver large-scale transformation efforts, removing over $200M of cost savings and revenue acceleration per year. The complexity came in how to actually do this, having a laser-sharp focus on execution and delivering results, while fostering & maintaining the culture and spirit of innovation.
• This included partnering, pushing the limits and innovating with the best minds, companies and consultants in the industry!

Jan 2020 – Jul 2020 · 6 mos

• Tapped to do what I did in the Xfinity Mobile organization but across all of Comcast's Products and Operations, including TV, Internet, Voice, Xfinity Mobile, Xfinity Home and more.
• This new role expanded responsibilities and direct leadership of two additional teams, managing all digital data operations and Adobe Website Tagging and Analytics for all of Comcast Cable.

Aug 2018 – Jan 2020 · 1 yr 5 mos

• SCOPE: All of XM Operations | Strategy and Innovation for Data, Product, Design, UX, Customer Support, Retail and Marketing to take the business to the next level | Delivery of Operational & Data Solutions | Customer Experience Insights and Customer Journey Deep-dives
• ◾️ Tasked with transforming XM to be customer focused and data driven in all our operational and strategic decisions
• ◾️ Built out the strategy, plan, change management and delivery of this vision:
• ◽️ Created processes, capabilities and building out a team to enable our data first goals
• ◽️ Defined Requirements, Building ETL and Aggregating OMNI Channel Customer Experience Data
• ◽️ Made data relevant, error free, available, understandable and giving access to everyone in XM
• ◽️ Identified, built and launched tools to enable self-serve analytics & insights
• ◽️ Established structured listening mechanisms to understand what’s most important to our customers
• ◾️ Identified and quantified our top business-wide opportunities in our customer experiences and operations
• ◾️ Delivering cross functional programs and strategic solutions to the top issues across XM saving over $5M annually

Jul 2016 – Aug 2018 · 2 yrs 1 mo

• SCOPE: National Responsibility | +5 major annual programs | $150M Budget | 18 matrixed reports | Leadership of Strategy & Operations of 5,000 Security Technicians | Quality & Performance of Over +600,000 Installations/year
• ◾️ Lead capital and opex programs to drive key operational and quality metrics including: Tech Availability, DOJ Tech & Order Support, Repeat Rates M1 Churn, Time in Home and NPS, Customer Experience & Install Quality
• ◾️ Develop requirements for new products and product enhancements based on field, customer insights & NPS data
• ◾️ Manage field launch of new products, development of install processes and quality controls for professionally installed XH products to drive improved customer experience, NPS and truck roll & call reduction
• Key Achievements:
• ◾️ DROVE QUALITY & REDUCED CHURN: Designed new metrics, led and nationally launched updates to the installation verification score (IVS 2.0) run on every install, utilizing a structured change management approach.
• ◽️ Reduced M1 Churn by 50 bps and drove 65% increase in mobile app downloads on day of job
• ◽️ 68% improvement in sensor signal strength quality on new installs, reducing M1 Calls & Truck Rolls
• ◽️ Developed a dashboard in Tableau for field leads to improve management and performance of KPIs
• ◾️ REDESIGNED INSTALL PROCESS & CUSTOMER EXPERIENCE: Led strategy, planning and execution of the initial Perfect Install Program to review the end-to-end sales through installation experience.
• ◽️ Program delivered 20+ recommendations and 11 core projects to improve the Tech & Customer Experience
• ◾️ IMPROVED AVAILABILITY & PRODUCTIVITY: Drove the best 0-5 day tech availability and average time to install results in XH history EOY 2017 through strategic project planning & execution
• ◾️ REDUCED DEFECTS: Reduced 37% of calls through root cause analysis of DOJ Tech call data, development of solutions and support of the program management of 3 functional work streams.

Jul 2014 – Jul 2016 · 2 yrs

• SCOPE: 8 Core Verizon Telecom Functions | 11 major programs | $400M Reduction Goal | 5 Matrixed Leads & 9 indirect reports | Business Transformation Project & Program Lead | Large Scale Change Management & Execution
• ▪ Internal business consultant working with executive leaders to drive large scale growth & opex reduction programs
• ▪ Led matrixed & cross-functional teams focused on strategic process, functional and organizational changes and transformational improvements contributing to deliver over $21.5M in hard savings in 2016 and projected $120M.
• ▪ Led, co-facilitated and participated in over 12 Kaizen and Lean Six Sigma workshops
• Key Achievements:
• ◾️ TRANSFORMATIONAL PROCESS IMPROVEMENT: Transformation program lead to reduce $1B of WIP to over $400M and intervals from 229 days to 69 days, involving over 8 functional organizations.
• ◽️ Lead one program pillar and 5 key solution teams to re-engineer project creation, engineering milestones, automation, triggers and KPI’s to reduce +60 days in process time and $16.1M in hard savings.
• ◽️ Completed complex financial and operational analyses used to develop the strategy, scope and benefits of this large scale executive sponsored initiative.
• ◾️ DEVICE QUALITY MANAGEMENT: Successfully led a DMAIC program to create and implement a new vendor centric method of testing and validating products, platforms and services reducing overall testing durations and defects by over 75% and an estimated yearly savings of $4.4M.
• ◽️ All previous attempts had been unsuccessful due to system, reporting and organizational complexities.
• ◾️ DEVELOPED LEADERS: Coached 3 Green Belts on LSS methodology, tools and project management practices to successfully complete DMAIC and DMADV (Design) projects, leading to two of these green belts becoming fully certified and promoted to full-time black belt roles.

Aug 2013 – Jul 2014 · 11 mos

• 3rd Rotation - Verizon Leadership Program
• SCOPE: Led Prepaid, Tablet Internet Channels, Chat Strategy & Execution and Advanced Analytics & Customer Insights
• ◾️ OPERATIONAL EXCELLENCE: Designed and led a prepaid chat project to utilize specialized sales chat reps on prepaid pages resulting in a 27% gross add lift and improved customer satisfaction ratings.
• ◾️ VENDOR & PERFORMANCE MANAGEMENT: Led vendor management, project design, compensation model, training, implementation strategy and execution for the Verizon Wireless Sales Chat Program
• ◾️ BIG DATA: Led BlueKai and Big Data adoption at VZW and developed strategic A/B testing for personalization and landing page optimization utilizing MECLABS, resulting in 20% lift in high-value customer segments.

Aug 2012 – Aug 2013 · 1 yr

• 2nd Rotation - Verizon Leadership Program
• SCOPE: Led cell site planning & capacity for over 1200 sites, $400M in assets and $50M in mass calling event initiatives
• ◾️ BUDGET & FORECASTING: Led mass calling events planning for all of Houston-Gulf Coast region including network capacity planning, budgeting and equipment dimensioning of 85 events / event areas and over $50M in resources and assets.
• ◾️ CREATIVE INNOVATION: Saved over $9M by leveraging current assets in the maintenance of ALL HGC cell site’s CE, 1X, EvDO and backhaul capacity.
• ◽️ Co-led 2012-2015 LTE Interface capacity planning of over 1200 NB sites, sector-splits, and small cells.

Jul 2011 – Aug 2012 · 1 yr 1 mo

• 1st Rotation - Verizon Development Program
• ◾️ ROLE 1 - Led new features, products, quality, reliability and customer experience of the FiOS product
• ◾️ ROLE 2 - Led the launch, operations, expansion, automation and performance of FiOS Self Install initiative
• ◾️ OPERATIONS LEAD: Created and led operational activities for the FiOS self-install project which directly led to reaching stretch goals of 11,000 self-installs acceptances by EOY 2011 and an expense savings of over $1.6M.
• ◽️ Developed processes, call scripts, M&P’s, trained & led two out-bound call centers for self-install options
• ◽️ Led transitional & automation efforts of the self-install initiative to improve and scale this project nationally to a projected 70,000 self-installs by EOY 2012 and yearly savings of over $25M.
• ◾️ QUALITY, RELIABILITY & NEW PRODUCTS: Supported the launch of new FiOS products and improved quality & reliability of existing products and services reducing calls, truck rolls and customer affecting issues by over 40%; including X-box streaming, MRDVR, Flexview enhancements, widgets, Samsung Streaming, MoCA 2.0, MPEG4 and IPTV.

Mar 2010 – Oct 2010 · 7 mos · Erie, Pennsylvania Area

• OPERATIONS EXCELLENCE: Increased speed and accuracy of all new jobs and bid requests by 40% by standardizing the work flow process & increased productivity by implementing a Microsoft Access Database
• MARKETING INNOVATION: Created a new value added marketing plan & bid presentation pamphlet resulting in 35% lift on accepted jobs.

May 2008 – Jan 2009 · 8 mos · Erie, Pennsylvania Area

• ◾️ BUSINESS PROPOSALS: Managed engineering technical proposals for new and existing markets including the Freightliner Guinea ES44ACi Locomotive worth over $40M; Co-managed all Superskids for ASIA & Russia
• ◾️ VENDOR & SUPPLIER OPTIMIZATION: Led a cost-benefit proposal to re-engineer GE equivalents to 14 Union Pacific cables, projected to reduce replacement cable costs and lost productivity time by 45%.

Feb 2007 – May 2008 · 1 yr 3 mos · Erie, Pennsylvania Area

• ◾️ LEADERSHIP ROTATIONS: Completed 5 functional rotations in Material, Process, Lean, Quality and Engineering
• ◾️ PROCESS INNOVATION: Developed and successfully implemented a comprehensive material management and inventory tracking system utilizing Lean Kanban and JIT strategies to systematically automate inventory management resulting in a yearly savings of over $15M.
• ◽️ Consolidated over 800 parts and eliminated an average of +5 hours and ~3.5 takt stopping shortages per/wk.
• ◾️ PROCESS AUTOMATION: Created a material-tracking and process tool that identified and prioritized backlogged high profile items in a continuously moving lean line resulting in Maincab ending 2nd Qrt 2008 on schedule for the first time in over 3 years.
• ◾️ SAFETY & ERGONOMICS: Led safety and ergonomic projects including installation of pneumatic vices to eliminate 90% of repetitive motion and increasing productivity by nearly 50%.