My highlighted skills include several examples where my delivery exceeded expectations and provided business results which mattered.
Please review and feel free to contact me if you have any questions or would like to see more examples.
Product Leadership
Improving customer experience
Issue – Internet service required two devices and did not support high speeds and internet voice
Required – New device to handle services on new network and reduce equipment and shipping costs
How accomplished – Facilitated technical and operational team to deliver on-time (< 9 months) and on-budget (<$5M)
Results – Expanded internet speed offers and added internet voice platform generating $100M+ revenue and lowering costs by 42%
Developing cost saving ideas
Issue – High cost to install U-verse customers who opted out of TV service
Required – Lower cost device, new pricing, packaging, and self-install process
How accomplished – Created solution and developing analytical measurements for data-driven decisions
Results – Led to 1+ million installations creating $100M+ revenue and saving $400M+ in install costs
Product Releases
Enter and develop new markets
Issue – Cable companies were cutting into company’s telephone service revenues
Required – New revenue streams leveraging select teams, IP networking, and evolving the company
How accomplished – Identifying key features, prototyping services, analyzing network data, and long hours
Results – $Billion+ product anchor named U-verse winning JD Power awards for service and innovation
Enhancing the internet experience
Issue – DSL broadband installations cost a lot and caused many customer pain points
Required – Simplified install approach separating technology from end user
How accomplished – Designed with Labs, Engineering new install method using software
Results – Ramped installs to 150K+ per month and saved install expenses of ~$30M per month
Software Development
Releasing key features using agile methods
Issue – Time constraint to deliver new Wi-Fi price and speed feature for all Hilton properties
Required – Teams to quickly integrate new feature and account for various property implementations
How accomplished – Led Product, Engineering, and customer team to capture features and keep on-time
Results – On-time release allowing 3.8K Hilton properties to generate new revenue and improve Wi-Fi experience
Inventing new tools for new problems
Issue – Growing broadband services created new customers issues stressing the call centers
Required – New approach to handling customer issues without calling for help
How accomplished – Software designed to intercept issues and resolve without personal assistance
Results – Diverted millions of calls annually and saving up to $25 per incident and award 4 U.S. patents
Product Transformations
Turning around poor ecommerce implementation
Issue – Online internet equipment site was out of sync with offers and customer experience
Required – New ideas, appropriate sync with internet services, and updated UI/UX
How accomplished – Refreshed call center training/metrics, pricing alignment with the right products
Results – Moved from overall loss to profit, multi-$M+ site for new items, and great user experience
Planning and Roadmaps
Gathering user stories for new platforms
Issue – Needed user stories from Wi-Fi Hospitality clients to solve concerns and design
Required – Capturing requirements for platform transition from different clients at the same time
How accomplished – Using technology conference to moderate with external and internal stakeholders
Results – Solved existing operational concerns, extracted backlog user stories, and raised expectations
Problem Solver
Leveraging existing resources to save customers
Issue – Technicians were unable to install customers due to improper qualifications
Required – Innovative process using existing personnel, network, and resources
How accomplished – Recruited team to develop and release same-day process
Results – ~$3.1M per year reduced costs and saving recurring revenue of ~$1.1M per year
Onto my Professional Experience
