Experience

BroadwayHD

• United States
• Entertainment Providers
• 1 - 100 Employee

• VP of Operations

  • Jun 2018 - Present



Freeport Metrics

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Vice President Business Development

  • Dec 2016 - Oct 2017

  Freeport Metrics (FM) is an international digital product development company founded in Portland, Maine in 2009. FM is focused on conception through post-launch support, incorporating a human-centered design approach, Lean metric-driven business strategies, and a distinct accountable agile project management methodology into all partnerships with its clients. Tom's role is to use his extensive business operations and marketing experience to identify opportunities for FM to engage with clients and help them solve problems. Freeport Metrics focuses on client success and has an incredibly diverse portfolio of regional and national customers with applications from startups to enterprise solutions. FM's core strength is in new product development and has a variety of flexible engagement arrangements that have been developed to ensure client success and satisfaction.



GWI

• United States
• Telecommunications
• 200 - 300 Employee

• Chief Revenue Officer

  • Feb 2012 - Aug 2016

  Responsible for all revenue generating processes including both sales and marketing for all B2B sales, Partner Program and B2C sales operations. Also responsible for public affairs/communications. Joined company as CRO to assist in the implementation of strategic plan.• Joined GWI as CRO in 2014.• Reported to CEO and worked with Board of Directors for planning and strategy development.• Crafted new compensation program, with focus on new business and preserving total contract value.• Responsible for RFP responses to local, state and federal governments. • Revised Revenue System to appropriately tie sources of revenue to all expense variables• Developed new budgeting process and P&L to more accurate reflect actual results.• Created new tracking applications for forecasting and monitoring customer contact life cycle.• Cost justified upgrade to Salesforce Enterprise addition and oversaw planning and implementation.• Revised all marketing strategies with specific enhancement of Social Media marketing across all platforms.• Conducted ongoing competitive analysis, adjusting offerings and pricing as indicated.

• Board of Directors

  • Jan 2011 - Feb 2014

  Board Member from 2012 until 2014. • Asked to provide consulting for Marketing and Sales of company. • Conducted initial assessment resulting in a strategic plan adopted by the Board of Directors.



Time Warner Cable

• Telecommunications
• 700 & Above Employee

• Senior Vice President

  • Jan 2007 - Mar 2009

  14,700,000 Customer RelationshipsTime Warner Corporate Customer Care – $100 million operating budget-Three Functional AreasEnterprise Customer Support - Managed 3000 seat, internal and outsourced, Tier II support call centers in U.S, Canada, Philippines, Argentina, Costa Rica, Mexico and India. Handled 11.9M contacts, including 9.6M residential and 750K commercial calls, 790K chats, and 584K emails annually. Managed Customer Care Strategic Development group responsible for tool development, product support and care metrics. Directed Process Management group charged with developing procedural improvement and standardization throughout the enterprise. Partnered with Corporate Marketing to create enterprise Customer Experience Optimization strategy including cultural growth components and operational audit and assessment teams.Created new outsourcing strategies to increase first call resolution for all divisions. Annual company-wide call volume of 152M contacts including 101M contacts handled by agents and 40M handled by IVRs, plus 1.3M chats and emails.Delivered a 50% reduction in TIER II abandoned calls by improving service levels from 58% to 67% during the integration of customers from two companies.Resolved technical related service calls at half the cost by developing, testing and deploying an automated IVR tech support solution. Reduced order entry errors and increased service activation and installation success rate by defining new standard processes for enterprise billing platforms.

• Division President

  • 2000 - 2008

  438,000 customersGrew revenues per customer from $54 to $98 and delivered the Highest Cash Flow per customer in TWC. Increased commercial HSD from $3 million to $16 million.First Division to deploy:Switched Video BroadcastWireless Road RunnerVideo On DemandGenre Based Channel LineupCellular Phone ServiceLocal Subscription Video On Demand Product (University of Texas Sports)E-Bay on TVManaged News8 Austin, a 24hour Local News channel. Developed three additional News8 channels for distribution and winning major regional and national awards for journalism.Managed highly successful digital phone launch and integrated product bundle strategy.Led State-Wide Legislative campaign to defeat SB-5.

• Division President

  • 1995 - 2001

  105,000 Customers Gained 35,000 new customers through growth and acquisition integration.Early National launch site for WC Road Runner (RR) with the highest growth rate in TWC (75% average). Directed first TWC IP Phone trial including obtaining unprecedented regulatory relief from the Maine Public Utility Commission (PUC)and initial deployment.Created first divisional product bundling strategy for TWC with sell-in of over 40%.Digital Cable launch growing the business to 11% penetration in 11 months.