Pittsburgh, Pennsylvania, United States
I am an experienced executive in P&L ownership, product management, operations, product marketing, and customer support. My focus has been in technology, primarily in the Internet/data/telecommunications/VOIP sector. My experience includes leadership across several functional areas of expertise (GM, Product Management, Product Marketing, Customer Service, Operations, Network Engineering), P&L management of mature and start-up product lines, managing customer service for both consumer and B2B offerings, operations in consumer and B2B businesses, and working in both small and large companies. I enjoy managing a business in which I can leverage my financial and business acumen, as well as my overall leadership skills, to drive growth and profitability. I have experience in starting up successful product lines and in harvesting profits from large mature customer bases. I also have led the turnaround of businesses, including turning triple-digit losses into profitability. My customer service leadership includes managing 1200 associates in the U.S. and outsourcing support overseas to India/Philippines. Specialties: Business Management, Product Management, General Manager, Internet Operations, Portals, Telecommunications, Internet Operations, Customer Service, Outsourcing, Telecommunications Operations, Network Operations, Executive Management, P&L Ownership,
Birch Business Services is now part of Fusion. I'm continuing my role leading Customer Support for the new entity.
Leader of Product Management for Hardware Products and all Product Marketing at Promethean
Overall management of customer delivery and customer support for business network services, consumer internet services, and help desk IT services. The team spans 7 major centers in the U.S. and India, with 1200 domestic employees, in support of $1B+ in revenue. Services supported include POTs, DSL, T-1, DS-3, Hosted Voice, Line side voice, Cable, email, and other software applications.
P&L responsibility for over $500M in revenue. Overall product, marketing, sales and customer support responsibility for the EarthLink Consumer Internet business (including People PC). Products include DSL, Cable, Dial-up, Voice, Web Hosting, Value Added Services, Email and Applications. Includes responsibility for customer support managed in HQ with outsourcing overseas.
P&L ownership of over $700M as leader of product management and development of the EarthLink consumer Internet business. More than doubled the percentage of EBITDA return during this period. Managed over 100 partners to help deliver our highly-rated Internet service and to maximize the profitability.
Overall P&L responsibility for over $400 M as leader of Product Management for the Broadband and Narrowband Internet access services as well as the software applications supporting that business. Products/Services managed included email, access software and access services delivered to over 1.5 M customers.
Responsible for network operations, customer care, IT, and deployment of fast growing Internet company.