Customer Service Manager

WILLIAM B. McCULLOUGH

____________________________________________________________________________

P. O. Box 183, 6 Farm Cottage Road, Gladstone, NJ 07934, 908-***-****,

************@*****.***

Summary of Qualifications

Dedicated, consistent, and responsive Product Management professional with

a proven record of success in both Fortune 100 companies and small

businesses. Areas of expertise include process improvement, project

management and product development. Demonstrated strengths in reducing

time-to-market, expense reduction, and achieving superior levels of service

across my customer base. Accustomed to successfully fulfilling priorities

and meeting deadlines in multiple project environments. Known for

diplomatic leadership on cross-functional teams and team building.

Employment History

2008 LOCUS TELECOMMUNICATIONS, Englewood Cliffs, New Jersey

Product Manager - Prepaid Wireless Services

Responsible for all MVNO wireless product customer experiences including

feature functionality, online experience, and promotion to a 300,000

subscriber base.

. Managed all online presence initiatives. Implemented key corporate

website improvements, created microsite promotions for key accounts

(including Best Buy), and successfully implemented an e-commerce portal

for new phone purchases and recharges.

. Successfully led all activities related to the introduction of mobile-

content services including identifying content providers, conducting

contract negotiations, as well as offer and business model development.

. Managed new proprietary Web 2.0 mobile application development. Developed

service offer, business model and engaged mobile application developer in

contract negotiations.

2005 - 2008

New Product Development Manager - Telecommunications Services

Responsible for identifying new revenue streams including product

development, business model and offer development, project management, and

online presence.

. Successfully led residential VoIP project from product concept and offer

development through alpha and beta testing.

. Led softphone VoIP project from product concept, and offer development

through alpha and beta testing.

. Managed the research and offer development of a prepaid debit card

service. Developed product concept, completed vendor research,

performed contract negotiations, and provided recommendations to

ownership.

1999 - 2005 AT&T, Morristown, New

Jersey

Product Manager - Prepaid Telecommunications Services

Responsible for all life-cycle management activities including cost

management, process improvement, development initiatives, and ensuring

operational excellence.

. Successfully managed multiple accounts from many different industries

including the military, convenience stores, and retail drug stores.

Implemented sales/marketing plans including new customer product

portfolios under tight deadlines.

William B. McCullough 908-***-****

Page 2

. Led the implementation of all prepaid services in support of Operation

Iraqi Freedom. Exceeded revenue goals by 89%.

. Project managed the analysis of a multimillion-dollar general ledger

imbalance. Identified the problem and solution, successfully reducing

the $65 million imbalance.

. Proactively led a cross-functional team including systems analysts,

developers, sales, marketing, and accounting personnel to migrate a

revenue journalization process in-house. Reduced AT&T's vendor expenses

by $300,000 per year, while increasing the accounting controls for this

product.

1997 - 1998

Assistant Product Manager - Prepaid Telecommunications Services

Responsible for all prepaid card results-tracking, inventory management,

business case development and process improvement.

. Created tracking reports to analyze product trends. Isolated revenue

opportunities, increasing international volume by 20%.

. Partnered with cross-functional team to develop an automated order,

inventory, and billing system. Improved inventory tracking. Eliminated

high-priced rush orders by 40%.

1994 - 1996 BLOOMBERG, L. P., New York, New York

Chronic Issues Service Representative

Responsible for providing help-desk support on the most difficult hardware

and software issues as well as convincing customers to move from analog to

digital service.

. Selected by management to improve customer service at all node sites in

the United States and Canada. Successfully converted thirty node sites

from analog to digital telephone lines without any disruption to business

activities. Eliminated all field site visits, saving $36,000 from the

conversions.

. Successfully upgraded 93% of my customer base from analog to digital

service. Improved customer service and increased revenue.

1993 - 1994 WAHL PARTS and SUPPLY, Randolph, New Jersey

Customer Service Manager

Responsible for inventory management and order processing on all incoming

orders.

. Established new inventory audit schedule, which improved inventory levels

and increased weekly sales goals by 25%. Strengthened customer service

and improved vendor relations.

. Audited customer field locations, and assisted them in improving

inventory parts management. Generated $4,000 in weekly sales and much

good will.

1990 - 1993

Various sales and marketing positions.

Details available upon request

Education: Providence College, Providence, Rhode Island

Bachelor of Science, Marketing 1990

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