Experience

Berkshire Hathaway HomeServices Beach Properties of Florida

• United States
• Real Estate
• 1 - 100 Employee

• REALTOR®

  • Apr 2021 - Present

  Santa Rosa Beach, Florida, United States



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• Former- Assistant Vice President Business Sales and Customer Service

  • Oct 2009 - Jul 2020

  Atlanta, GA Led team of 9 B2B and B2C sales and customer relationship management leaders, who managed 1500+ internal employees across 24 internal and external supplier sales offices located in domestic US and international locations. Managed multiple sales and customer service functions including, in-language sales/support, technical sales support, website sales/support and customer chat. • Led cross-functional management team responsible for day-to-day sales and service operations, including… Show more Led team of 9 B2B and B2C sales and customer relationship management leaders, who managed 1500+ internal employees across 24 internal and external supplier sales offices located in domestic US and international locations. Managed multiple sales and customer service functions including, in-language sales/support, technical sales support, website sales/support and customer chat. • Led cross-functional management team responsible for day-to-day sales and service operations, including organizational design, operational process design, HR policy development and management, and choosing the correct KPIs to drive customer acquisition, satisfaction, retention, and loyalty. Analyzed results to drive continuous process improvement. • Collaborated with suppliers to negotiate single contract structure across all sales and customer care functions, ensuring consistent pricing, increased accountability, reduced supplier expense, and improved customer service and sales KPI results. • Redesigned sales incentive programs, resulting in significant improvement in 5 of 5 sales KPI metrics and reducing sales incentive budget spend by 10%. • Centralized nationally and standardized HR operational support functions for employee scheduling, attendance, payroll, FMLA/COVID leave management and KPI reporting, resulting in a 15% reduction in required headcount and a significant increase in employee satisfaction. • As a result of rapid growth, identified new employee hiring and training gaps. Partnered with key stakeholders in training organization to redesign the curriculum. Realized significant improvements in sales and customer service KPIs and higher employee/supplier job satisfaction resulting in lower employee turnover. • Combined multiple stand-alone job functions to a single large customer service team, gaining economies of scale. Redeployed 200+ headcount to understaffed work functions, eliminated mandatory overtime, and significantly improved 5 of 5 customer service KPI metrics. Show less



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• Assistant Vice President - Marketing Data Analytics and Research

  • Feb 2003 - Jul 2009

  San Antonio, TX Led a team of 300+ highly skilled professionals responsible for supporting the day-to-day marketing operations of the business and the C2C and B2B product marketing teams at AT&T. Responsibilities included market research, predictive modeling, customer segmentation, product and customer churn analysis, competitive intelligence, database marketing, customer list generation for targeted marketing campaigns and marketing compliance activities. Possess a unique combination of analytical and… Show more Led a team of 300+ highly skilled professionals responsible for supporting the day-to-day marketing operations of the business and the C2C and B2B product marketing teams at AT&T. Responsibilities included market research, predictive modeling, customer segmentation, product and customer churn analysis, competitive intelligence, database marketing, customer list generation for targeted marketing campaigns and marketing compliance activities. Possess a unique combination of analytical and leadership skills with the ability to communicate concisely and effectively with corporate executives and key stakeholders. • Secured approval for a $100M, 3-year project to integrate customer level product, revenue, demographic, and operational data across all AT&T companies/subsidiaries into a single database used for customer/product analysis, pricing, and marketing promotional activities. Led the team that wrote business requirements, worked with IT on designing the solution and implemented in the marketing organizations. • Managed all AT&T corporate customer satisfaction surveying processes, including reporting, analysis, and insights provided to business unit leaders and the AT&T Board of Directors. • Provided insights to senior executives, business unit leaders and their operational teams into the successes and opportunities of the marketing activities impacting their results. Provided feedback on further actions to improve results. • Worked with Marketing managers to design campaigns focused on increasing share of wallet, customer loyalty, reducing churn and how to measure success on the backend. Provided post-campaign reporting and analysis and identified opportunities to tweak future campaigns based on insights. • Provided in depth analysis on customer churn, why customers were leaving AT&T and what competitors they were defecting to. Used insights to develop targeted offers to win customers back from competitors. • Managed $75M annual program budget.

• Assistant Vice President - Consumer Channel Marketing, Offer Planning and Analytics

  • Nov 2000 - Feb 2003

  San Antonio, Texas Area Led a team of 80+ marketing channel managers responsible for the development, implementation, and post-marketing analysis of all AT&T/SBC B2C marketing promotional campaigns to achieve a revenue business plan budget of $4.8B. Used insights to project effectiveness and ensure marketing dollars were spent on the highest ROI initiatives. • Implemented robust results tracking and analysis processes to understand success and effectiveness of each marketing campaign. Used insights to modify… Show more Led a team of 80+ marketing channel managers responsible for the development, implementation, and post-marketing analysis of all AT&T/SBC B2C marketing promotional campaigns to achieve a revenue business plan budget of $4.8B. Used insights to project effectiveness and ensure marketing dollars were spent on the highest ROI initiatives. • Implemented robust results tracking and analysis processes to understand success and effectiveness of each marketing campaign. Used insights to modify future programs and more precisely project marketing campaign successes and R: E estimates. • Achieved 100.3% of revenue plan and 2.9% YoY growth on a $4.8B budget in an extremely competitive market.

• Executive Director - Consumer Sales Operations - IT Solutions and Deployments

  • Aug 2000 - Nov 2000

  San Antonio, Texas Area Led a team of 37 project and program managers responsible for working with Consumer Marketing and Sales to write business requirements and manage all IT projects that drove product, revenue, expense, and process improvement initiatives. Assessed strategic and financial implications of all actions to prioritize projects for IT development.

• Director - Consumer Strategic Marketing and Chief of Staff to Chief Marketing Officer

  • Nov 1998 - Aug 2000

  San Antonio, Texas Area Led a team of 9 marketing product managers responsible for product development, management, and channel implementation of Simple Solutions. These first cross-affiliate product bundles included telephone, high-speed internet, and video services. Also served as the Chief of Staff for the Chief Marketing Officer. • Developed the 3- year Consumer business plan and the product revenue/demand forecast. • Managed the Consumer Marketing Promotions calendar to ensure promotions were aligned… Show more Led a team of 9 marketing product managers responsible for product development, management, and channel implementation of Simple Solutions. These first cross-affiliate product bundles included telephone, high-speed internet, and video services. Also served as the Chief of Staff for the Chief Marketing Officer. • Developed the 3- year Consumer business plan and the product revenue/demand forecast. • Managed the Consumer Marketing Promotions calendar to ensure promotions were aligned with the business plan and met specific revenue and expense requirements. • Managed the Consumer Marketing expense and advertising budget to ensure all expenditures aligned with the overall business plan.

• Director - Consumer Sales

  • Sep 1997 - Nov 1998

  San Antonio, Texas Area Led a team of 9 call center operations Area Managers and an organization of ~1000 inbound/outbound direct marketing service reps, across 4 regional call centers, responsible for selling wireline products. Managed an operating budget of ~$25 Million and met or exceeded all revenue targets.

• Additional Sales and Network Operations management positions with SBC/AT&T

  • Jun 1990 - Aug 1997

  Multiple Cities • Associate Director, Client Services / Vendor Management, San Antonio, TX • Area Manager, Consumer Sales and Care, Topeka, KS • Project Manager, IT Design, Solutions and Deployments, Manchester England, United Kingdom • Manager, Network Special Services Installation and Repair Care, Kansas City, MO • Manager, Network Maintenance and Repair Care, Kansas City, MO • Manager, Small Business Sales and Care, Kansas City, MO • Manager, Credit and… Show more • Associate Director, Client Services / Vendor Management, San Antonio, TX • Area Manager, Consumer Sales and Care, Topeka, KS • Project Manager, IT Design, Solutions and Deployments, Manchester England, United Kingdom • Manager, Network Special Services Installation and Repair Care, Kansas City, MO • Manager, Network Maintenance and Repair Care, Kansas City, MO • Manager, Small Business Sales and Care, Kansas City, MO • Manager, Credit and Collection, Tulsa, OK • Manager, Consumer Sales, and Care, Tulsa, OK