Customer Service Development
Resume:
WAI ENG
*** ***** **** *****, *******, GA *****
*******@*****.***
Director of finance, accounting and business operations with a successful t rack record of
delivering results and exceeding goals. Strategically focused with exceptional leadership
s kills – effective at developing high performance teams and leading change in competitive
business environments.
EXPERT ISE
Business Planning and Operations Corporate Development
F inancial Planning – Forecasts and Budgets Strategic Planning
Analysis - Financial and Operations Transform Operations
F inancial Modeling Capital Management
Operations Management Manage Month End Close
Manage Accounting Functions (AP, Payroll and IT) Management Reporting
LEADERSH IP ATTR IBUTES
Performance Focus - Team Development – Consensus Builder – Collaborative with
F unctional Partners
PROFESSIONAL EXPER IENCE
COMCAST CABLE COM MUN ICAT IONS, I NC. A tlanta, GA 2003 - 2012
Broadband, telephony and Cable TV Service provider to Residential and Commercial Markets. 2011
Revenues -$1.4 Bill ion.
D i rector, Finance and Accounting (Business Services) 2010 -2012
Managed finance and accounting functions for the Atlanta Region’s Business Services Group.
P rovided planning (financial and operational) and analytical support to senior management and
operations team.
• Reduced contractor installation expenses by over 35% through expense management and
analysis.
• Supported revenue growth to achieve budget targets by developing business plan to realize a
year over year increase of 65% (over $18 million).
• Optimized business plans and financial models to forecast recur ring revenues, headcount,
expenses and capital to realize revenue targets.
Di rector, Business Operations 2003 - 2010
Managed an organization of over 100 employees with a team of six direct reports, consisting of
managers, accountants and analysts. Departments managed include – finance, accounting, 17
customer service centers, accounts payable, payroll, facilit ies, non-pay collections, IT, warehouse,
other administrative functions.
• Led Oracle t ransformations for accounts payable and capital management to improve
departmental staff efficiency by 47%, over the past two years.
• Improved business operation efficiencies (finance, accounting, warehouse, administration,
collections groups) through departmental t ransformations, process changes and employee
development.
• Created a cross-functionally t rained team to adapt to operational changes.
• Increased video sales contribution from 5% to 9% by converting 17 cable stores into customer
service centers and integrating them with fulfillment operations to deploy over 40% of region’s
d igital boxes.
WAI ENG
I P D IALOG, I NC. San Jose, CA 2001 – 2003
VoIP Startup – Developer of SIP based customer premise equipment.
Di rector, Business Development
Led business development activities for a software and hardware solutions startup company focused in voice
over internet protocol (VoIP) technologies.
• Developed and managed strategic relationships with telecommunications service providers and equipment
vendors. Companies included Cisco, NTT, Sonus Networks, CommWorks, etc.
• Directed the overall business planning process, which included the development of operating plans and
f inancial forecasts.
3CO M CORPORAT IO N Santa Clara, CA 2000 – 2001
Consumer and Business Products Company - Development and distribution of networking technology
p roducts and handheld organizers (PALM).
Business Development Consultant
Member of 3Com's business development team responsible for the identification and development of strategic
partner relationships.
• Developed new video, networking and other product offerings to increase broadband utilization.
• Created business plans for emerging business unit targeting broadband markets.
• Negotiated equity placements in strategic partners to improve operating margins and accelerate product
development.
R I F K I N AND ASSOC IATES Denver, CO 1997–1999
Cable TV Investment Company
Di rector, Acquisitions (Corporate Development)
Reported directly to the CEO with overall responsibility of implementing company's acquisition and investment
strategies.
• Performed due diligence, analysis, and financial modeling to evaluate potential investment and
acquisitions.
• Analyzed and priced cable, internet and telephone acquisition opportunities.
• Increased customer base by 65% through acquisitions. Tripled the company's valuation in three years.
A T&T BROADBAND SERV ICES E nglewood, CO 1995–1996
Cable TV and Broadband Service provider to Residential Markets.
P roject Manager
Member of the Customer Satisfaction Team chartered to centralize customer service activity for 13 million
b roadband customers. Managed the construction of an eight hundred-seat call center in Denver – on time and
u nder budget.
• Created project plan to coordinate construction, process development, and staffing.
• Participated in the process design for outbound sales, t rouble shooting, billing and escalations.
• Provided project updates to functional leaders and senior management.
EDUCAT ION
UN I VERSI TY OF SAN FRANC ISCO San F rancisco, CA
Master of Business Administration: Finance & Telecommunications
NEW YORK UN I VERSI TY New York, NY
Bachelors of Science: Finance (Minor: Mathematics & Computer Science)
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