Customer Service Manager

KARLY A. ROGERS

**** ****** . **** . ****** . *****

TELEPHONE: 785-***-**** . EMAIL: ********@****.***

SUMMARY

Telecom Director with 19 years of Wireless Telecommunications leadership

experience in developing, directing, and implementing an organization's

operational strategies and performance goals and metrics. Executive

management experience encompasses developing and streamlining operational

procedures and efficiencies, profit and loss management, employee and

leadership development. Operationally guided a start-up wireless company in

business development and deployment of a market with over 250 cell sites in

48 counties. Exceeded budgeted sub count by 150% in years two through six,

while producing revenues of 80m in the seventh year of operation.

Evaluated, audited operations and developed and implemented all departments

including, Roaming, Billing, Inventory, Warranty & Repair, Customer Service

and Collections. Extremely familiar with telecommunications and wireless

carrier elements of business, including IXRTT, EVDO Rev A and LTE services

as well as wireless voice and data services.

SKILLS SUMMARY

. Supply Chain Management

. Financial Analysis

. Logistics Manager

. Forecasting/Trend Analysis

. Budgeting

. Strategic Planning

. Roaming Implementation

. Contract Negotiation

. Procurement

. Project Manager

. Sales

. Marketing/Advertising

. Database Management

. Leadership Development

. Performance Evaluator

. Policy Development

. Customer Service

. Billing Implementation

PROFESSIONAL EXPERIENCE & ACCOMPLISHMENTS

Nex-Tech Wireless, LLC Hays, KS 4/2005 to Present

Director of Sales, Marketing & Customer Care - (11/2008 to

present) Responsible for developing and maintaining

strategies that produced a .09% churn rate while realizing a

50% growth in customer base from 2009 to present.

Responsible for all aspects of Sales and Marketing

advertising strategies. Led design and implementation of

Customer Care strategies that created strong, collaborative

partnerships with sales personnel as well as NTW customers.

Responsible for all distribution channels including Retail,

Dealer and B2B Managers.

Responsible for the roll-out strategy, implementation and

advertising of new products, plans and features

Led a team of 64 retail/dealer sales and marketing personnel

Led a team of 25 Customer Care reps

Established guerilla marketing strategies across the market

Director reports directly to the Board of Directors for NTW

Director of Operations - (04/2005-11/2008) Director responsible for the

overall deployment of a new CDMA wireless carrier and network serving 29

counties in Kansas and 4 counties in Colorado.

. Negotiated and implemented 63 roaming contracts in three months

. Interviewed, hired and conducted employee evaluations

. Hired Billing Manager, Roaming Manager, Inventory Manager, and Call

Center Manager

. Implemented all network elements of roaming partners into Lucent 5E

switch

. Managed Roaming financial net settlement

. Managed technical data and communication with roaming partners

. Developed and implemented Inventory, Forecasting and Stock Balancing

Procedures

. Developed and implemented Billing Department methods and procedures

. Evaluated and implemented in-house handset insurance program thus

increasing revenues by $900,000

. Evaluated and implemented Call Center, Roaming, Inventory, Warranty &

Logistics, Billing and Collections

. Negotiated pricing from Billing vendor, Prepaid Vendor, Print Vendor

and SMS/MMS provide

. Managed and executed the Operational Launch of NTW

. Developed & implemented Asset Recovery Program

Alltel, Salina KS 1994 to 2004

Field Analyst II - Supply Chain Management-Managed forward and reverse

logistics of inventory for over 150 retail locations across the United

States. Conducted retail inventory and cash operational reviews to ensure

quality and consistency in operational processes and work flows. Coached

and trained retail management and staff in all aspects of cash and

inventory/repair management by recommending performance solutions.

. Achieved significant reduction in inventory ($168M to $70M) by

implementing automated ordering system

. Implemented system-generated reorder point/quantities, which reduced

freight costs by 20%

. Converted six inventory systems into single system and decreased

reporting time by 50%

. Implemented cycle counts for $10M Vendor Repair Program thus reducing

equipment losses by 90%

. Implemented $3.7M Asset Recovery Program

Supply Chain Supervisor & Commissions Analyst-Dual Management position

which presented the opportunity to manage eleven inventory personnel which

duties included inventory procurement, forecasting, shipping and receiving.

Commissions Analyst solely responsible for managing all commission

payments for 250 indirect and 125 direct distributions.

. Developed and implemented new reporting formats and systems, which

resulted in an 85% inventory reduction

. Interviewed, hired and conducted employee evaluations

. Project managed TDMA/CDMA Kansas conversion

. Evaluated, recommended handset selection and negotiated agreements

with Handset Supply Vendors

. Managed $9M equipment budget (TDMA/CDMA conversion)

Public Relations Coordinator, Marketing-Managed the development and

implementation of advertising and promotions. Negotiated rates with media

(print, radio and television).

. Developed and negotiated vendor co-op program

. Managed $2.5M advertising budget

. Assisted in the development of 'new' name branding campaign

. Developed and implemented press releases and public announcements

Technical Support, Customer Service- Assisted in the development and

execution of Technical Support Department.

. Implemented roaming trouble management processes, methods and

procedures

. Worked closely with engineering (NOC) for resolution of cell site

issues

. Developed and implemented trouble ticket reporting procedures

EDUCATION & PROFESSIONAL DEVELOPMENT

. AAS, Brown Mackie College, Salina, KS 1995

. Graduated from Alltel's Leadership Development Program 2001

. Professional training in management, leadership, team building,

budgeting, organizational efficiencies and negotiating skills

. Executive Board Member of Options, Domestic and Sexual Violence

Services of Northwest Kansas 2009-present

. Member of Soroptomist 2005-2010

. Graduate of Hays Leadership 2008

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