In June 1999 I created V-Graphics, a graphic design company that produced websites for small and medium sized businesses. As a consultant in conjunction with the Creative Director at Broadvision, Inc., I worked on gesupply.com, a General Electric project. In addition to design and image production I was involved in marketing gesupply.com to effectively deliver the technical information to sell over 400,000 products to a wide range of customers.
I joined Nobel Ltd. Company in May 2001 as the Creative Director, however within a year I was promoted as the International Project Manager with responsibilities that included:
• researching, staffing, and installing a remote office in Bucharest, Romania to create a low-cost operation work force that focused on customer service, and development staffing;
• carrier sales training & management;
• consultation on various PSTN and VoIP technical implementations while still maintaining my role as the Creative Director
In February 2006 I started Direct Telco, LLC and created a network of direct routes all over the world as well as an impressive customer base with over 65 active contracts. Though this company was successful it was dissolved four years later due to the effects on the wholesale telecommunication industry during the recession.
In March 2009 I created Tonangi Media, which helped businesses promote their products and services though video on television and on the Internet.
In March 2010 I joined Verizon Telecom on contract through Aquent and executed corporate call deflection directives by implementing self-service web applications on Verizon.com, and worked with multiple IT departments, third party vendors, and numerous business groups.
Experience
esupport manager, Verizon Communications/aquent (basking ridge, nj)
march 2010-MAY 2011
As part of Verizon.com’s self-service solutions group I evaluated trending call drivers, application success rates, customer surveys, and other key performance indicators to identify opportunities to improve the customer experience to ultimately increase call deflections. By working with various IT departments, operations managers, and business and marketing managers I have solved complex problems with innovative ideas and managed the execution of approved strategies.
· Integrated self-service web and mobile applications into an existing support environment
· Worked with multiple software, branding, and digital marketing vendors to strategize and develop solutions for Verizon
· Reduced the online ticket creation abandon rate from 89% to 31%
· Increased self-service transactions by 141%
· Worked closely with IT management to align business and IT call deflection initiatives
· Saved over $6.7+ Million dollars in operational costs by implementing self-service web applications.
· Promoted support self-service solutions to drive customers to Verizon.com
· Identified failures in reoccurring ‘health checks’ and worked with multiple IT departments to ensure gaps in IT policies were resolved to reduce downtime
Founder & ceo, tonangi media, inc (edgewater, nj)
march 2009-PRESENT
Tonangi Design & Media is a full-scale video production and advertising agency. In addition to creating the initial concept of the video, I recorded, edited, and produced much of the video myself. My main tasks were to market the company’s services and to negotiate & purchase media time for all clients.
founder & ceo, direct telco, llc (woodland hills, ca)
february 2006-APRIL 2010
Direct Telco was a facilities-based telecommunication company and I was involved in all facets including carrier sales, pricing, vendor negotiation, financial reconciliation, network planning and expansion, as well as high-level network troubleshooting. I spent most of my day negotiating trades with both customers and vendors.
Accomplishments at Direct Telco, LLC
• Generated over $4+ Million dollars annually with a limited number of staff and $5,000 dollars of initial capital
• Used open source VoIP solutions and then transitioned to more robust communication and billing platforms as the company grew
• Worked with an overseas IT partner to enhance their existing billing application to include the tools needed for wholesale telecom applications, which allowed Direct Telco to utilize a cost effective billing and profit reporting tool
• Negotiated and finalized over 65 contracts with global communication companies
• Created a network of direct routes in high-priced regions of the world such as Philippines, Pakistan, Jordan, Tanzania, and South Africa
partner, verso communications (san diego, ca)
AUGUST 2004-FEBRUARY 2006
Verso Communications' main focus was to provide high quality and competitively priced international wholesale switched services for global carriers while offering customized, scalable solutions to support national and international carriers seeking both traditional TDM and VoIP platforms for both domestic and international termination. I managed the sales and technical implementation of all Verso networks. My responsibilities included: provision management, network management, carrier sales and the development of a wholesale and retail sales strategy.
Accomplishments at Verso Communications, Inc.
• Researched, and created Verso's VoIP networks
• Negotiated contracts with global communication companies
• Created entire retail and wholesale sales strategy
• Managed telecom related IT staff
• Worked with overseas development teams to build a custom, cost effective billing and profit reporting system
INTERNATIONAL PROJECT MANAGER, NOBEL LTD. (SAN DEIGO, CA)
MAY 2001-AUGUST 2004
I joined Nobel as the Creative Director in 2001. Even though my past experiences were in the areas of graphic design and marketing, I was involved in the management of Nobel's international projects. I managed diverse areas of projects such as operations, creative design, marketing, purchasing technology and team building. While still overseeing the graphics department at Nobel, I became the lead project manager for Nobel Romania. I worked in two of Nobel's locations and traveled between San Diego, CA and Bucharest, Romania. In addition to my project management responsibilities I became the liaison between the IT department and the Business Development department.
Accomplishments at Nobel Ltd. Company
• Helped increase Nobel's retail revenue from 10 million to 33 million by completely re-designing all retail web product offerings while working with the software department on features to create an easier online customer experience
• Designed numerous software enhancements to solve reoccurring problems affecting both the retail and the wholesale communication divisions
• Became the liaison between the IT department and the Business Development department
• Trained, staffed and managed the wholesale sales division in Bucharest, Romania
• Installed, hired, and managed a 300 person remote office in Bucharest, Romania
• Saved Nobel over $1.5Million dollars annually by moving the majority of the customer service and operations personnel to Bucharest, Romania
• Generated over $3.5 Million dollars in wholesale voice termination annually ensuring a minimum of 5% profit margin per sale
• Created and managed several telecommunication networks in Armenia, London, India, and Romania
• Traveled and negotiated contracts with PTTs and other multinational telecommunication companies worldwide
