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Customer Service Management

Location:
Glendora, California, 91741, United States
Posted:
May 28, 2010

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R. Craig *****

*** ****** ******* **** ***: 626-***-****

Glendora, CA 91741 Email: ******@*********.***

PROFILE

Senior e-commerce and product strategy leader with exemplary analytical

skills and over 15 years of experience driving revenue growth and operating

efficiencies for innovative product and service organizations. Adept at

spearheading product development from concept through launch, improving

customer retention and loyalty and increasing operating efficiencies.

Expertise includes P&L management, strategic planning, competitive and

market research, in-depth analysis, customer relationship management,

loyalty and retention, online marketing, product development and launch,

operations and finance, network infrastructure, and customer support.

Master analyst with a rich background in data mining, statistical analysis,

and marketing optimization. Skilled communicator able to harness technical

expertise and business knowledge from diverse, cross-functional teams of

people to consistently surpass corporate expectations.

EXPERIENCE

Real Networks, Seattle, WA 2008 - 2009

Provider of digital entertainment and creator of Rhapsody, the leading

digital music subscription service

Independent Consultant, Rhapsody America Business Unit

Responsible for advising senior staff on core business initiatives,

including customer retention strategy, customer research, and online

marketing

. Created and implemented a customer retention program, resulting in a 30%

reduction in billing churn in Rhapsody To Go product and a series of new

pricing plans

. Designed customer segmentation strategies using custom surveys and

consumer listening behaviors to improve new customer acquisition methods

. Optimized online marketing programs to increase customer lifetime values

by restructuring online order paths, offer testing, and response analysis

and adjusting relationships with partner channels

EarthLink, Inc., Pasadena, CA 1996 - 2008

Provider of award-winning Internet access and communication services to

millions of customers

Director, VoIP Product Strategy

Responsible for managing a $100 million budget, P&L, and operations for the

deployment of a telephone/data network

. Planned and implemented a $40 million expansion of the EarthLink/Covad

DSL2+ network in over 500 central offices in 9 major markets to create

the nation's largest DSL2+ network and provide the first DSL2+/VoIP

consumer bundle to 12 million households

. Led the 'Voice Profits' tiger team in revamping operating and

provisioning protocols in the EarthLink/Covad partnership, which reduced

product installation costs by 30%

. Doubled marketable footprint by designing a geo-targeted consumer

marketing model

. Commissioned customer surveys and implemented custom research from an

internal data warehouse

Director, Product Loyalty and Retention

Responsible for leading a cross-functional team of analysts and operations

professionals in identifying and capitalizing on opportunities to increase

customer retention and product loyalty

. Designed the firm's first customer retention program, which reduced

dialup churn by 20% through predictive models and the implementation of a

campaign management system and saves program for the customer support

division

. Developed SAS-based predictive models that isolated key churn drivers,

including customer demographics, product adoption profiles, payment

history, customer service experience, and Internet usage patterns

. Crafted dynamic tools for measuring retention characteristics and

profitability metrics of sales and marketing channels to identify

opportunities for further investment and to eliminate fraud and abuse

Director, Network Operations

Responsible for overseeing financial planning for corporate network

operations and infrastructure management and crafting financial strategies

for contract negotiations

. Designed and implemented strategies to reduce network access costs for

consumer dialup business by over 70%

. Created network management systems to optimize operating costs and the

performance of a dialup network covering over 10,000 access points

nationwide, which contributed to a 50% reduction in consumer network

failures over a two year period and a 50% reduction in cost of goods sold

Analyst, Corporate Strategy

Responsible for analyzing corporate merger and acquisition opportunities

with a focus on partnerships with leading telecommunications firms and

performing analysis of corporate cost reduction initiatives, particularly

programs to reduce fraud and telecommunications costs

Bell Atlantic Corporation, Silver Spring, MD 1993 - 1996

Broadband and telecommunications firm now known as Verizon Communications

Programmer/Analyst

EDUCATION

Bachelor of Science, Information and Decision Systems, 1993

Carnegie Mellon University, Pittsburgh, PA



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