dave steele

Responsible for managing 9 employees providing strategic data planning, reporting, statistical analysis and performance optimization for 12 outbound call centers delivering over 150,000 calling hours monthly. Oversee monthly hours, performance and profitability ensuring monthly sales plans are exceeded in multiple segments and campaigns for all 12 sites. Review and communicate daily to center and regional directors, recommendations on center demographic and profit strategies to ensure profitability enhancement and company objectives are achieved. Continually involved in crisis management with multi-site operation teams helping achieve an SLA of less than 1% down time. Through developing, implementing and driving micro-strategies, quarterly revenue increased by an estimated $10 million per quarter.

* Marketing - Triage and Regulatory - Customer Experience. * CONTENT SUPPORT- FiOS TV, FiOS, HSI * Define messaging format: Bill Message, On Screen/Email/DM/Web - Create message verbiage and coordinate approvals: Franchise/Content/Legal/GTM * Usage of different Multi Media Tools to setup messages for execution * Define customer data criteria, * Submit Business Requirement Docs/Work Request update and work with IT to secure data * Coordinate message setup (including HTML setups) with vendor * Create email/DM template * Coordinate communication delivery to meet all regulatory timelines * Maintain reporting of messages supported * TRIAGE & Regulatory Messaging - FiOS TV, FiOS, HSI * Lead messaging effort for customer impacting issues (e.g., billing issue, security breach, product rationalization etc.) * Create/edit verbiage * Coordinate legal approval * Drive list pull support -- via requirements to BRD or via CE Adhoc List Pull process * Drive communication delivery (email, letter, Auto calling camp) * Provide completion stats for email, DM and Auto calling camp (weekly for security breaches)

Quality Assurance Manager - Verizon Plus - Cancel - Retention Manager Verizon National Alternate Channels. Auditing of Verizon Plus retail stores, counting inventory, reviewing banking and sales transactions, observing employee/customer interaction, ensuring policy and process for protecting CPNI and Verizon property were met through our internal Quality Assurance Review process. Hosted weekly conference call reviews with Alternate Channel Management teams (D2D, Retail, OTM, VZ Kiosk, VZ Plus, MDU). Improved Alternate channel cancel rates by roughly 20%, through data reporting and analysis for each channel/region. Created cancel awareness program allowing sales managers to focus on key offending agents, Re-train agents based on cancel reasons, and identify fraudulent sales activity.

* Customer Experience Marketing * Triage and Regulatory * Define messaging format: Email/DM/Web/IVRU/Bill Message/On Screen/ * Create messaging and coordinate approvals: Brand/Franchise/Content/Legal/GTM Usage of different internal Multi Media Tools to setup messages for execution (ECRM, VPF bill media, VCOS) TRIAGE & Regulatory Messaging * Fios TV, Fios, HSI Lead messaging effort and execution for customer impacting issues (security breach, billing issue, product rationalization, product removal, etc.)

Customer Experience Onboarding Communication - FiOS TV, FIOS, HSI Continually look to improve the customer experience throughout the customers FiOS - HSI onboarding life cycle, by creating/maintaining and updating multiple customer touch point communications. Customer communications Include: Order confirmation emails, Shipping, Appointment Reminder, Completion and Welcome emails for FiOS TV, FiOS and HSI (Stand Alone, Double Play, Triple Play existing and New, English and Spanish) Work closely with internal IT departments to develop requirements to ensure emails are dynamically displaying correct language, pricing, pictures and POD's based on order type/scenario and that branding standards and legal requirements/disclosures are met. EMAIL SUPPORT TEMPLATE CREATION & EXECUTION Work closely with external vendors and provide oversight on design and execution for multiple email templates/campaigns: FAQ creation and updates for various Verizon routers and set top boxes.