Customer Service Project Manager
Resume:
Title:Jeff Willis
*********@***.***
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Name: Jeff Willis
Address:
City: Lancaster
State: TX
Zip/Postal Code: 75146
Country:
E-mail: *********@***.***
Primary Phone:
Background
Most Recent Job Title: Pricing Analyst II
Most Recent Employer: Sprint
Career Level: Senior (Non-Manager)
Availability or Timeframe: Immediately
Authorized to work in the US: Yes
Security Clearance:
Do you have transportation: Yes
Over 18: Yes
Education: Bachelors
Languages Spoken: English
Job Preferences
Desired Salary: Open
Willing to Relocate:
Desired Job Titles: Program Manager
Project Manager
Implementation Manager
Desired Job Types: Employee
Work Status: Full Time
Desired Shifts: 1st Shift
Desired Travel: 10%
Category: Corporate Relations/Communication, Customer Service, General Management and
Administration, Marketing, Project Management, Sales/Business Development
Company Size:
Company Type:
Industry: Administrative and Support, Advertising / Marketing, Consumer Products,
Telecommunications
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Copyright c 1997- Lee Hecht Harrison, Inc.
JEFF WILLIS
542 Monarch Drive
Lancaster, TX 75146
*********@***.***
SUMMARY
Telecommunications professional with a successful track record of developing and
implementing strategies and
programs that resulted in increased revenue. Recognized for sound analytical skills and
detail orientation. Able to
work efficiently, urgently and successfully with multiple, diverse groups. Customer
focused with a solid reputation for
professionalism and problem resolution.
EXPERIENCE AND ACCOMPLISHMENTS
SPRINT CORPORATION
Pricing Analyst II
6/2005-12/2009Wireline Pricing and Tools, Dallas, TX
Developed, implemented, and maintained pricing tactics that supported product positioning
for new and existing
products and were consistent with special pricing guidelines and were economically
viable.
Obtained current, continuous knowledge of competitor products, pricing and promotions
to effectively position
the company s wireline voice and data services.
Implemented consumer legacy rate increase that generated $2.2 million in incremental
revenue.
Managed consumer Lifeline program that enabled Sprint to receive an average of $88
million annually in federal
funds in return for providing reduced priced wireless service for low income customers.
Utilized $1.3 million budget to develop, implement print ad and collateral advertising
for 25 state markets in
support of Lifeline program.
Implemented and maintained intrastate pricing into a customized, pricing program that
allowed sales to use
discounting up to 80% to accelerate the quotation process and increase company
profitability.
Developed quick reference briefs, pricing grids to marketing and sales to communicate
new pricing initiatives,
enhancements and revisions to existing pricing plans and promotions.
Facilitated the monthly communication of marketing and bill messages that provided
notification to business
customers of rate increases, fee and surcharge assessment and regulatory requirements.
Program Manager I
6/2002-6/2005Strategic Pricing, Dallas, TX
Developed and executed pricing strategies and tactics to support overall corporate
strategic and financial objectives to
optimize domestic switched and dedicated voice intrastate revenue.
Analyzed competitive intelligence, competitor pricing trends and tracked competitor
pricing changes to recommend
new or updated intrastate pricing actions based upon corporate revenue objectives.
Implemented 4 7% business legacy intrastate rate increases that generated over $30
million in incremental revenue.
Developed list and promotional pricing, structure, terms and conditions for assigned
products.
Implemented intrastate 5%, 10%, 20% promotions to allow intrastate pricing flexibility
and enable sales to
aggressively compete for intrastate business.
Implemented intrastate rate cap promotion that caps the intrastate rates for the top 18
states for Sprint s Voice
Solutions offering to increase promotional pricing opportunities.
Presented to sales newly developed, updated pricing activities in monthly pricing
forums, sales cafes, project-oriented
conference calls, newsletters to outline the rationale and impact of intrastate pricing
changes.
Filed and maintained accurate pricing in applicable regulatory tariff and schedules.
Program Manager/Database Marketing Analyst
1995-6/2002Marketing Information Solution, Dallas, TX
Managed the development, implementation and on-going support of marketing and sales
programs and processes to
provide strategic market targeting, opportunity sizing, information management, lead
development and lead provision
expertise.
Collaborated with marketing, sales and internal small market business reps to define,
develop and launch prospect
and customer targeting for 294 small and large business, direct mail and sales program
strategies.
Managed the development, enhancements, reporting, user training and administrative
functions
for an innovative web-based tool that supplied 62,000 telequalified marketing program
leads to Marketing and
Sales for cold calling, sales appointments, sales blitzes and contests.
Achieved monthly 90% accuracy ratings for both customer lead distribution and lead
access in support of the
customer retention program that helps to retain company revenues.
Identified efficiencies in lead processing modifications that resulted in a $120,000
annual expense reduction for Sprint.
Managed all facets of organization s budgets totaling 13.7 million for data
acquisition, list/record
processing, sales lead platform, model development, software acquisition, contractors and
consultants.
Developed and provisioned budget tracking and forecasting reports for finance to ensure
budget targets are met.
Customer Support Project Manager
1993-1995
Business Services Operations, Kansas City, MO
Developed, launched and matrix managed broad based process changes which improved
customer service operations.
Managed a weekly teleconference forum for 60+ business service support reps aimed at
improving call processes
and response issues to insure the delivery of quality customer service.
Managed a $260,000 business customer communication budget that supported the
development and distribution of
internal customer service alerts and notifications.
Executive Complaints Analyst
1988-1993Consumer Services Group, Dallas, TX
Coordinated the resolution of written and verbal consumer inquiries and complaints
directed to the Federal
Communications Commission, Better Business Bureaus, Public Utilities Commissions and
company executives
regarding billing, service and general business practices.
Developed process enhancements to improve problem resolution turn around time.
Analyzed and produced reports of consumer complaint trends and issues to customer
service, billing, marketing and
sales organizations.
Customer Service Representative
1987-1988Consumer Services Group, Dallas, TX
Conducted customer service activities for both business and consumer customers.
Serviced per day 100+ business and residential customer inquiries to resolve service
and billing issues.
Worked with inbound/outbound sales and marketing organizations to timely resolve
customer account issues that
resulted in customer satisfaction and customer retention.
EDUCATION
BS,
Business Management, Grambling State University, Grambling Louisiana
COMPUTER EXPERTISE
Microsoft Word, PowerPoint, Excel and Outlook
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